STILL HAVE A QUESTION?

How do I check my gift card balance?

If you would like to inquire about the balance on your GameStop gift card, please visit our gift card page.


What is your return policy?

1. Most products ordered from GameStop.com can be returned directly to our warehouse or to a GameStop store, subject to certain guidelines. See the Return Policy for full details.

2. Returns are acceptable for items:

  • Returned no more than 30 days from the date on the packing slip.
  • New items that are unopened and in original packaging.
  • Pre-owned items in their original condition.

3. We do not accept returns for items that are damaged, played, or missing parts or items that were sold as part of a bundle, unless the complete bundle is returned.


I need a proof of purchase

*Please be aware that GameStop will only provide proof of purchase information to manufacturers and to law enforcement.*



I would like to use my Manufacturer Warranty, but I need to provide proof of purchase.

Please contact the manufacturer first to verify eligibility of your warranty, and to start a service request.

Once you have been given your service request number (Sony) or your reference number (Microsoft), please proceed to fill out this form and we will forward your proof of purchase information directly to the manufacturer.

The Manufacturer will then contact you at this time.

I have filed a police report for my stolen product, but I need to provide proof of purchase.

Please provide these instructions to the Officer assigned to your case.

1. Please send a request via fax or email (817-424-2062, policerequest@gamestop.com) from your police department, and include the following information:

  • Officer's first and last name
  • Badge number
  • Officer's phone number
  • Case number
  • Reason for requested information
  • Police Report
  • Officer's first and last name
  • Description of what is being requested. Please include all available information, i.e. customer name, Power Up account number, dates, purchase location, serial numbers, product type, etc.

2. PLEASE NOTE: Incomplete information or deviation from these instructions may delay or halt processing of the request.


Where's my order? How do I update or cancel my order?

To track or update an order, visit the Order History page and sign in. A list of recent orders will be displayed. Click on the order number to review order details, tracking numbers and available self-service options. Depending on where your order is in the processing cycle you may be able to update the credit card information, change the shipping service level, or cancel an order.

If you placed your online order in a GameStop store, visit the Guest / In-store Orders to find your order.


Payment for Pick Up At Store Pre-Orders

You will be required to remit payment at the store when you pick up the product. Our stores accept Visa, MasterCard, American Express, and Discover credit cards. GameStop gift cards, ATM, or debit cards are also accepted. If paying by credit or debit card, both the card and the authorized user of the card must be present.


How do I reset my password?

Please visit the Forgot Password page to reset your password. You should receive a link to reset your password within 15 minutes. Please do not request multiple reset password emails, as you may receive an invalid link.


What do I do if my order is under review?

In order to protect our customers, some orders are held for review prior to being processed. Most orders held for review are released within 24 hours, and if we need any additional information from you, we will call or email you.


Sony Downloadable Content

I'm receiving an "Invalid Voucher Code" error message after redeeming my digital code.

If you are experiencing issues redeeming your code, please note that new titles are generally made available on the PlayStation Store between 1pm-6pm PST. For the latest updates, please check the PlayStation Blog.

I entered my code for redemption, and received a "This code has already been redeemed" message.

Please first verify that your content has not already started downloading or is not already downloaded.

PS3/PS4:

  • From the home screen, navigate to the PlayStation Store screen.
  • On the home page of the PlayStation Store, navigate and click on "Downloads"
  • From the Downloads page, you should see all of your most recent game/content downloads.

If you still cannot locate your content, please contact Sony customer support at (800) 345-7669 to verify the status of your digital content code.


Xbox Downloadable Content

I entered my code for redemption, and received a "This code has already been redeemed" message.

Please first verify that your content has not already started downloading or is not already downloaded.

Xbox 360:

  • From the home dashboard press the Xbox Guide button on your controller. This will pull up the Xbox Guide menu.
  • Navigate to the Games & Apps tab, and select "Active Downloads". This will pull up any content that is currently downloading.
  • If nothing appears in your active downloads, navigate back to Games & Apps and select "My Games". This will take you to your current digital game library.

Xbox One:

  • From the home dashboard, navigate to the "My Games & Apps"
  • Hover over the Game tab. This will display all of your current downloaded games in your library.

If you still cannot locate your content, please contact Xbox customer support at (800) 469-9269 to verify the status of your digital content code.

Membership Information

What is GameStop PowerUp Rewards®?

PowerUp Rewards is the GameStop customer appreciation program.

How do I become a member?

Sign up with a few pieces of information at your local GameStop and you can immediately start scoring points and discounts. As a PowerUp Rewards member, you will also get invitations to member-only events, advance noticenotifications of sales, promotions, and other offers.

How do I score PowerUp Rewards points?

You score points on the dollar for purchasing any new and pre-owned games, consoles, accessories, collectibles and more!

Every time you shop at GameStop, provide the your store associate with the telephone number or email address you signed up with associated with your member account. Your points are calculated based on your purchase and applied to your account.

Shop GameStop.com while logged into your completed member account and your points will be accrued and applied for all applicable online purchases.

Choose from a variety of rewards from the GameStop PowerUp Rewards Center. Cool, new and exclusive stuff is added all the time!

How do I convert points to rewards?

Visit www.PowerUpRewards.com or download the GameStop app. From the PowerUp Rewards Center, you'll be able to use your points for in-store discounts, digital currency, exclusive offers, limited time items and more!

What are the requirements for membership?

If you are...

1. 13 or older.
2. Legally reside in the U.S.
3. Have a valid email and mailing address

...You can join!

How do I join?

Visit a participating GameStop store.

Do I always have to show my membership card at check-out?

Not necessarily. If you don't have your card available, provide the store associate with the phone number or email address used to set up the account and they'll look up your membership info.

Can I have multiple membership cards?

No can do! Only one per guest.

Where can I participate in the PowerUp Rewards program?

PowerUp Rewards are available at all U.S. GameStop locations. Points can be scored for purchases in store and on GameStop.com.

What do I get with a PowerUp Rewards Player membership?

PowerUp Rewards Player membership is our free membership tier that gives you points for your purchases, exclusive offers and more.

∙ 10 points per dollar spent on almost all purchases
∙ A special coupon on your birthday
∙ Customized, exclusive monthly offers

What do I get with a PowerUp Rewards Pro membership?

PowerUp Rewards Pro membership gets you way more for an annual fee of just $14.99. More points, discounts, and more ways to save. Enjoy all the benefits of Player membership with bigger bonuses and an amazing assortment of awesomeness:

∙ 300 bonus points for enrolling, upgrading or renewing as a Pro member
∙ Buy 2 Get 1 free welcome offer on pre-owned games
∙ 20 points per dollar spent on almost all purchases**
∙ 10% extra credit when you trade games, accessories and tech
∙ 10% off pre-owned games and accessories
∙ 12 issues of Game Informer magazine
∙ Access to members only sales events we call Pro Days!


Points by Membership Level

Player Members

∙ 10 points per dollar spent on all new games, accessories, consoles, collectibles, and tech.
∙ 10 points per dollar spent on pre-owned games, accessories, consoles, and tech.
∙ Extra points can be scored via PowerUp XP. Get rewarded for taking surveys and watching videos. How easy is that? You can start scoring Xtra points right now!

Pro Members

∙ 20 points per dollar spent on all new games, accessories, consoles, collectibles, and tech.
∙ 20 points per dollar spent on pre-owned games, accessories, consoles, and tech.
∙ 20 points per dollar traded.
∙ Extra points can be scored via PowerUp XP. Get rewarded for taking surveys and watching videos. How easy is that? You can start scoring Xtra points right now!


Getting Rewards

Where can I find the current rewards available in the GameStop PowerUp Rewards program?

Log on to the member website at PowerUpRewards.com, then select the Rewards Center tab to start redeeming for your rewards. Or, download the GameStop app and access the Rewards Center that way.

How do I redeem my points?

To redeem your points you must set up your account online by completing your member profile, setting your reward preferences to "stockpile", and adding games to your Game Library. Once set up, you can then select the Rewards Center tab to view rewards and start redeeming. Just log in at PowerUpRewards.com and select your awesome item from the Rewards Center.

If you're redeeming for a reward certificate, you'll get an email confirmation that directs you to go get your one-time-use certificate from the Active Offers section within your member dashboard. Show the associate your certificate on your phone or print it out and enjoy your reward! It's easy!

If you're redeeming for a digital code such as:

  • GameStop coupon codes
  • Xbox Live Currency, PlayStation Network Currency, or Nintendo eShop Currency
  • ThinkGeek.com coupon codes
  • Other limited time offer online codes

You will receive an email confirmation that directs you to access your digital code via the Digital Locker within your member dashboard.

Can I return my reward?

Items such as digital coupons and downloadable content cannot be returned.


Setting Up Your Online Account

How do I set up my online account?

Go to PowerUpRewards.com, click Sign In, and follow the on-screen instructions to complete your profile, or download the GameStop app and click Activate Membership.

Note that your account must be set up for you to access offers and redeem Rewards points.

Can I still redeem points if I don't set up my online account?

You must complete your profile in the GameStop app or online at PowerUpRewards.com before you can redeem points for rewards.


I can't access my account.

Have you already completed your profile?

To complete your profile set up, please visit poweruprewards.com, and click "Sign In" in the top right hand corner of the web page. Follow the on screen instructions to complete your profile.

Are you using the correct email address to log in?

There are two different types of email addresses that are attached to your PowerUp Rewards account:

1. The login email address used to login to your account
2. The contact e-mail address where you receive GameStop PowerUp Rewards promotions, offers, and notifications.

You might have the same e-mail address for both. Try logging into your account using the email address associated with your PowerUp Rewards account. If you do not remember your original email address, please contact Guest Care to verify your account information.

I forgot my password to login, and I'm not receiving the reset password link in my e-mail.

When requesting a reset password link, you must enter your login email address into the required field. The reset password link will be sent to both the login and contact email address that we have on file. If you do not see the email in your inbox within 15 minutes, please check your Junk/Spam folder.

How do I change my login e-mail address?

Visit poweruprewards.com and log into your account. This cannot be performed from the mobile app.

1. Click the "My Account" tab
2. This will bring you to your "Personal Info" page
3. Edit the Account E-mail Address.


How do I merge multiple accounts?

Please go to your local GameStop location and have the associate call the Store Dedicated Hotline. Our agents will assist the associate in merging your accounts.


How do I stop receiving PowerUp Rewards emails?

Go to this form to confirm your email address and unsubscribe. Because your Rewards points are considered to have monetary value we are legally required to notify you of your account standing once a month.

For this reason, unsubscribing from PowerUp Rewards marketing notifications will not remove you from the monthly eSummary list.

Please allow up to three weeks for all marketing emails to cease.


How do I cancel my membership?

Please contact Guest Care to cancel your membership.


I lost my card and would like a replacement.

Did you know that our new and improved GameStop app allows you to use your smartphone to pull up your rewards card? Simply download the app and follow the instructions below:

Step 1: Login and tap Rewards.
Step 2: Rotate phone to reveal your rewards card!

If you would like to request a new physical card be sent to you, please contact Guest Care.


I purchased a DLC code from the store and lost my receipt.

No worries! As long as you used your PowerUp Rewards card in the transaction, you are covered!

Step 1: Login to your PowerUp Rewards account (either through the full website or the mobile app)
Step 2: Click on "My digital locker" to reveal your full history of digital code purchases!


Where are my digital certificates?

Please contact Guest Care if you are not receiving your monthly PowerUp Rewards digital certificates.


My PowerUp Rewards Credit Card

How do I apply for the PowerUp Rewards Credit Card?

Visit our PowerUp Rewards Credit Card Offer Page, and click apply now.

How do I pay my credit card bill?

There are a couple of options for you when it comes to paying your credit card statement:

1. You can login to your account, and click the "Make a Payment" link.
2. You can pay by phone by dialing 1 (855) 497-8168.

Other questions about the PowerUp Rewards Credit Card.

To learn more about your PowerUp rewards Credit Card, and to view frequently asked questions, Please login to your account, and visit the "help" page.

You can also speak with a guest service representative.
Guest Care: 1 (855) 497-8168
TDD/TTY: 1 (888) 819-1918
Guest Care hours: Monday - Sunday 8am - 9pm ET
Live Guest Care hours may vary on holidays. Automated Guest Care is available 24 hours a day, 7 days a week.

I am not receiving my Game Informer Magazine.

There are two different ways that you could be receiving your Game Informer Magazines:



1. Physical

Physical copy of the magazine is shipped to your mailing address every month. When you subscribe to the physical magazine, it typically takes 6-8 weeks before receiving your first issue.

2. Digital

Digital copy of the magazine is sent directly to your contact email address that is on file with your PowerUp Rewards membership. When you subscribe to the digital magazine, you will be emailed a link to initially setup your Game Informer account. After your account has been setup, you will be emailed a link each month to view that month's issue. You can also access the Game Informer magazine through your IPad, Android Tablet, Android Smart Phone and PC or Mac computer.

If you are not receiving either, Please fill out this form


How can I change the delivery method of my Game Informer Magazine?

If you would like to change your physical GameInformer magazine to a digital copy, or vice-versa, please fill out this form


How can I access my Game Informer digital subscription using my tablet or computer?

After signing up for your digital subscription, you will be sent an activation email. This email will contain a link that will direct you to Game Informer's activation page. You may also activate your subscription here.

Once you have activated your subscription, choose which format you would like to view the magazine in.

iPad:

  • You can download the Game Informer app through the App Store.
  • Open the app and navigate to the "My Account" page and login.
  • Once logged in, navigate to the "Issues" page to choose which issue you would like to download and read.

Android Tablet:

  • You can download the Game Informer app through the Play Store.
  • Open the app and navigate to the "My Account" page and login.
  • Once logged in, navigate to the "Issues" page to choose which issue you would like to download and read.

Computer:

  • Please visit gameinformer.com and login to your account.
  • Once logged in, hover over the "Magazine" tab and click "Read Current Issue".
  • Now just click the PC/Mac option button and your magazine will display in an easy-to-use slideshow!