Quick answer
Usually because the game was not downloaded from AppGallery, you are using a VPN or proxy while topping up, or your account country does not match the offer. Also check the coupon expiry and any first-purchase or minimum-spend terms.
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Step 1
Download the game from AppGallery
The coupon shows inside the game downloaded from AppGallery. If your game came from another store, download it from AppGallery.
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Step 2
Turn off VPN and proxy
Switch off any VPN or proxy before you open the top-up screen.
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Step 3
Match your account country to the offer
Your HUAWEI ID country, IP address, bank card and phone number must match the country of the offer.
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Step 4
Check the coupon terms
Check the coupon expiry date, that it covers the game and the purchase, and any first-purchase or minimum-spend terms.
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Step 5
Take care when combining rewards
Rules for combining coupons and rewards differ by campaign. Check the discount on the payment screen before you pay.
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Step 6
Contact support
If the problem continues, contact support with the campaign name and your order number.
Frequently asked questions
Why is my AppGallery coupon not working?
Check whether the coupon has expired, applies to the selected game and purchase, and matches your account region. Review any first-purchase or minimum-spend restrictions. Make sure the game is downloaded from AppGallery, then contact support if the issue continues.