Redeem Link Not Working
Troubleshoot common issues when your Shopee order redemption link doesn't appear, is invalid, or shows a CONTACT_SELLER_REQUIRED warning.
If you entered your Shopee order ID but didn't receive a redemption link, or the link doesn't work, follow these steps to diagnose the issue.
No Links Returned
If the portal returns no redemption links:
Verify Your Order ID
Check that the order ID is copied exactly from Shopee. Go to My Purchases in Shopee and copy the order ID again. Avoid extra spaces or typos.
Check Order Status
Your order must be in an eligible status for redemption. Allowed statuses are READY_TO_SHIP, PROCESSED, RETRY_SHIP, SHIPPED, TO_CONFIRM_RECEIVE, and COMPLETED.
If your order is still pending payment or cancelled, it will not return redemption links.
Check for Rate Limiting
The platform allows 20 requests per IP address per minute. If you've submitted multiple requests quickly, wait one minute and try again.
Contact the Seller
If none of the above resolves the issue, the order may belong to a shop that isn't connected to the platform. Contact the seller for assistance.
CONTACT_SELLER_REQUIRED warning
This warning appears when the seller hasn't configured a redemption URL for the item you purchased. The platform found your order but has no link to return for that specific product.
What to do:
- Contact the seller directly.
- Provide your order ID and the item name shown on the portal.
- Ask the seller to configure the redemption URL for that product or model.
This is not a technical error. It means the seller needs to complete their product configuration. The platform is working correctly.
Link opens but doesn't work
If the redemption link appears but the destination doesn't load or is invalid:
- The URL may have expired or been removed by the seller. Contact the seller.
- Try opening the link in a different browser or incognito mode.
- Check your internet connection and try again.
- If the link redirects to a broken page, the seller may need to update the URL.
Directory page shows no links
If you're on a redemption directory page such as /r/:directory_key and no links appear:
- All URLs for this model may be inactive because the seller disabled them.
- Contact the seller and ask them to activate at least one URL for that model.
For the standard redemption flow, see How to get a redeem link. For technical details about how the backend resolves orders, see Buyer redemption.