There can be a number of reasons for this. Before requesting a redemption, make sure that:
- you have completed any playthrough requirement;
- the funds you are trying to redeem are on your balance;
- you have not met your redemption limit.
You can also try basic troubleshooting, such as:
- using Google Chrome’s latest version;
- clearing your browser’s cache and cookies;
- trying a different device;
- ensuring there is no pop-up blocker enabled on your browser;
- waiting about an hour and try again.
If you are still not able to proceed with your redemption request, please contact Customer Support providing a screenshot of any error messages and an explanation of the situation. You may also be advised to try an alternative payment method.