We are working to register received service cases as soon as we can. Always check that the package was actually received by us and the date before sending your status request. Expect that if the package was received less than three days ago, we will not be able to give any status to the case because there is usually at least a three-day queue for received cases before they are registered in our system. During certain periods, the queuing time can be as long as two weeks. If you have not sent the package traceably, we can not guarantee that we can provide any status. If you, as an end customer, sent the case via a reseller, we ask you to primarily inquire about status via your reseller.

The card is damaged; I cannot read the code.

This is something that is handled by Nintendo directly. Follow these instructions to ask for help. Take a picture of the code card, it is important that the entire page with the code is visible in the picture. Attach the picture AND a picture of the receipt in an email to This email address is being protected from spambots. You need JavaScript enabled to view it.. Nintendo will try to recreate the code. Note that this can take a moment, so please be patient. Please be aware that communication must be made in English.

The code does not work! I only get an error code.

Keep in mind that codes are intended for use in the Nintendo eShop on your console and are intended for a specific region, so you can not use a code intended for, for example, the American region on a Swedish account, the same applies with currency. If you checked this and the card still does not work, attach a picture of the code in the form below and we will take a closer look at the problem.

I never received the code that would be included in my digital purchase.

Codes handed out in connection with digital purchases are sent to the same email address as the receipt for the purchase but usually come as a separate email. Check that the email is not sorted as spam by your email client. Keep in mind that it may take a while before the code arrives. If the code still should not have appeared, fill in the form below, feel free to attach the receipt to your purchase and make sure you enter the same email address that the account is tied to.

I'm trying to shop on a Nintendo Switch.

Check that you have coverage for the purchase on the card you use. Also double check that you have entered the correct information. If you use 'saved card information', you should try to delete the pre-entered information and register the card again. Finally, you should also check with your bank or card company so that the error does not lie with them. If the error persists: fill in the form below and enter the same email address to which the account you are trying to trade is linked.

I'm trying to shop on a 3DS, 2DS or Wii U.

On the devices that use the Nintendo Network ID account type, you can no longer shop with cards directly on the Nintendo eShop. You need to create a Nintendo Account (if you do not already have one) on the website my.nintendo.com and then merge this with your NNID to then be able to deposit money via your NA that you can use on your NNID on the eShop on your console Remember to create the account for the same person your NNID was created for.

Nintendo Network ID (used on Nintendo 3DS / 2DS and Wii U).

If you requested a new password but did not receive it, you should always check the spam folder to ensure that the email did not end up there. If you can not request a new password yourself via the console, you can fill in the form below and we will help you. Remember to enter the same email that the account is tied to. If your original email address can not be used, we will request some other information to confirm that you own the account. Remember that it is not allowed to take over someone else's account.

Nintendo Account (used in apps and on Nintendo Switch).

You can request a new password on the website where you created and manage your Nintendo Account: accounts.nintendo.com/. If you requested a new password but did not receive it, you should always check the spam folder to ensure that the e-mail did not end up there. Remember that it is forbidden to sell or transfer your account to someone else, the account is personal.

Problem with 2-step authentification or if you don't have access to the registered email for you Nintendo Account

We can only help you if you can verify that you are the actual owner of the account. To do this you need to supply us with the following information.

• Nintendo Account Sign-In ID or Nintendo Network ID (The NNID must be linked to the Nintendo Account)
• E-mail address associated with the account
• Date of birth registered on the account (YEAR/MONTH/DAY)
• The serial number of your primary Nintendo console
• At least three software licenses downloaded or purchased by the account

Questions regarding the Nintendo eShop, My Nintendo Store and Nintendo Accounts are handled by Nintendo in Germany. Please use This email address is being protected from spambots. You need JavaScript enabled to view it. (communication in English) and Include which purchases apply (please attach receipts) made by the minor or enter the serial number on your console and the sums deducted from the bank account and when. 

If you think that the account has been hacked.
Immediately change the password on your account and all accounts where you use the same information. Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. (communication in English) for further assistance.

A stolen console must be reported to the police. It is important that the serial number of the stolen device is found in the police report. Only the police can request information that may help track the device.

You can reset your pin here: www.nintendo.co.uk/pinreset

If that doesn't work you need to give us a call on +46(0)300-50910 (Monday-Friday: 08.00-12.00, 13.00-16.00). Please make sure that you have the console in front of you and that you have the necessary inquiry number available. The caller must be an adult and the console must have the correct time and date set.