BestBuy.com

[murph136]

My gift card has 16 digit number and a 4 digit pin, for a total of 20 digits, but when I'm trying to purchase something online, it I ly let's me enter 18 digits for the gift card, so I don't know what to do. I was able to check the balance using best buy.com so I know the gift card is loaded and valid, but there's no way to enter 20 digits. If I just enter the 16, it tells me it isn't a valid promo code, which seems weird since it's a gift card, not a promo code. The help message says if you're entering a gift card number, it has to include the pin number, but again I can't enter 20 digits, so what do I do?

[hockeycanuckjc Community Veteran]

Someone on here concluded the first 16 digits were the actual card number and the last 4 were the pin. Can you try this?

[murph136]

I mean that's what I said in the post...I'm not sure what you mean to try it, there's no separate place to enter the number and then the pin, there's just one line and it says I need to enter both, entering just the 16 doesn't work and I can't enter all 20

[hockeycanuckjc Community Veteran]

Ok so where did you get the gift card from? Was this purchased at a grocery store or was it online or given to you as a gift ?

[murph136]

It was given as a gift, it was from a Walgreens, I have the activation receipt

[hockeycanuckjc Community Veteran]

This would be a third party purchase. Since it was not purchased from Best Buy, the place of purchase would be the best place to get help for this.

A mod may be able to help but due to the volume of holiday requests you may experience a delay. Your patience is appreciated.

[murph136]

I do still need help with this if someone sees it, there's nothing the place I got it from can do. They can't refund gift cards and they obviously can't change the information on the gift card, according to them if Best Buy gift cards exist with this many digits, then the website needs to accommodate that, why else would it have been made that way...so I'm kinda stuck, I could try going into a Best Buy store but I'm sure they won't refund it either since it was a third party purchase and I don't want to go in there only to find that I can't use the gift card in the store either

[yeeee-haaaaw]

Weird I have gift cards also n they r 16 + 4 digits. And I can use it without any issues. Got mine from Amazon. I think you should just go to a store n use it instead of purchasing it online

[murph136]

At the end of the day I could try it but that shouldn't be the answer, I know I'm typing the number right because the website let me check the balance, but it won't let me use it for a purchase

[Melissa-BBY Senior Social Media Specialist]

Hello, murph136,

Thanks for reaching out to us about your gift card. I can understand not being able to use the gift card how and where you would like is not a welcome situation, as these should be a convenient way to purchase items from us. 

When using a Best Buy Gift Card online or in our Best Buy mobile app, regardless of where it is purchased, you should be able to enter the first 16-digits in the field labelled Enter Card Number or Discount Code. Once a valid card number has been entered, the Pin field should become active then to enter the remaining four digits of the PIN number. In order for the gift card to work properly the card number and PIN number do need to be entered in their respective fields. 

If you are not already, I would recommend ensuring that you are using a standard U.S. based browser (e.g., Chrome, IE, Firefox, Edge) with no ad-blocking software or VPN used to access it. If this is still not functioning for you, I'd be happy to see if I might be able to find out why. I'd just need you to send me a private message with your full name, phone number, email address, and details about how you're accessing our site. To send the message, you can use the button in my signature below. 

Sincerely,