Having trouble redeeming an offer?
- Make sure you're not using an incognito or private browser.
- Check the offer's terms and conditions to ensure it hasn’t expired.
- Confirm that you’re eligible for the offer:
- If the offer is for new or returning customers only, it won’t apply if you’re an existing subscriber.
- The offer cannot be applied if you’re billed through a third-party, such as Apple.
- The offer may only apply to a specific tier (e.g. Standard, not Premium). Double-check the terms of the offer and change the tier before redeeming.
Seeing an error message?
Below are some error messages you may encounter when trying to apply an offer or voucher, what they mean and what you need to do to resolve them and successfully apply your offer or voucher.
| Error message | Why am I seeing this? | How to resolve |
| MA001 Unable to apply voucher | Payment has failed for one or more of your active subscriptions. | Please update your payment method and ensure there are sufficient funds in your account so we can make further attempt(s) to take payment. Once payment has been taken, you can redeem your voucher. |
| MA002 Offer not available | You are billed by a third-party billing provider. | You'll need to change your payment method to be billed directly. |
| MA003 Existing offer | You are attempting to apply a voucher on top of an existing offer. | Wait until the existing offer has expired before applying a new offer, or continue to override the current offer with a new one. Click OK if you wish to proceed with replacing the existing offer. |
| MA004 Unable to apply voucher |
This is due to one of two reasons:
|
If the offer applies to a different tier, please change your subscription tier before redeeming the offer. If you're not eligible, you will not be able to redeem this offer. |
| MA005 Unable to apply voucher | Your subscription is in the process of being downgraded. | Cancel the pending downgrade or wait for the pending downgrade to complete before applying the voucher. |
| MA006 Error | There is an issue processing this order on your account. | We’ll need to assist you. Please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA007 Error | There is an issue processing this order on your account. | We’ll need to assist you. Please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA008 Unable to update payment method | There is an issue processing this request. | We’ll need to assist you. Please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA009 Error | There have been too many attempts. | Please wait and try again in 15 minutes. If not resolved within 15 minutes, please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA010 Error | An error occurred while loading your account. | Try again on a different device or browser. If not resolved, please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA011 Error | The credit card name entered has exceeded maximum length. | Ensure the name you have entered is correct and in the correct field. |
| MA013 Error | An error occurred because we didn't receive a response in time. | Check your connection, wait a moment or attempt on a different browser or device. If not resolved, please contact us via Chat and type “speak with a human” to transfer to a human agent. |
| MA014 Error | The voucher code may be incorrect, has already been redeemed or has expired. | Check the terms and conditions of the offer, and enter the code again. If not resolved, please contact us via Chat and type “speak with a human” to transfer to a human agent. |