If you have stayed on our premium rate line for long enough to hear your PIN then you have definitely paid for it! There may be various reasons why you are getting an error message when trying to redeem your PIN. Let's take a look at some of them:

1. You may have misheard one of the PIN digits. Please contact us with the time you called along with your Home Phone number and we can look into this for you.
2. It could be that your monthly spending limit has been reached hence you therefore you cannot make any further payments this month. This means that you may need to wait 30 days until you can redeem your PIN. All of our PINs remain valid for up to 6 months so just keep it safely to use again when you are ready. Spending limits are one of Surfpin fraud detection services that protect both you and our merchant. The Spending limit for Home Phone is $200 per month.
3. It is possible that you have purchased a PIN that is valued less than the virtual good or service that you are trying to redeem it against. This can happen, for example, if you have called an "old" premium rate number that you have stored which we have recently changed. To ensure that you are calling the correct number, please always access the number from the Surfpin payment screen.
4. The PIN you received may have already been redeemed if you accidentally pressed the confirm button twice. Please log into your player account and check if your membership / virtual goods have not been ungraded already.
5. The PIN you are trying to redeem has been blocked as you have previously asked for it to be refunded.
6. Your PIN may have expired if purchased over 1 year ago. If you have an unused PIN older than a year you are eligible for a refund. Please contact us and we will organise it for you.
7. You are trying to use an 8-digit confirmation code as a PIN. Please notice that a confirmation code is not a PIN and does not have any value. The purpose of the confirmation code is to validate a mobile number and confirm payment. This only given to you through an SMS which clearly mentions it is a confirmation code if you are in doubt.