Solutions to common issues unlocking Premium

Error Messages

In some cases you may encounter an error message during the upgrade process or when unlocking the Premium upgrade. Below are errors you may see and how to address them.

Oops! There was a problem activating your extension.

If you are seeing an error that there was a problem activating the extension immediately after paying for the upgrade, please reinstall AdBlock and then try enabling the upgrade using the steps here: How to redeem your AdBlock Premium upgrade.

Be sure you are using the AdBlock desktop extension for Chrome, Firefox, or Edge. The Premium upgrade is not supported on mobile devices or in other browsers.

Oops! That code is incorrect.
If you see an error message that the code is incorrect while enabling Premium, this is typically due to an old or invalid code being entered. Please delete all previous AdBlock emails containing codes from your email Inbox, close any other open AdBlock tabs in your browser, and try enabling the upgrade again: How to redeem your AdBlock Premium upgrade.


The Code Never Arrives

If the emailed code for your purchase never arrives, here are a few common things to check for:

  1. Is the email going to your spam/junk folder? The vast majority of folks that contact us are able to find the email in a different folder.
  2. Is the email you are entering the same email on your receipt? We won't send a code if the email is not associated with an AdBlock purchase.
  3. Did you pay for AdBlock Premium or Adblock Plus Premium? Although we've teamed up with Adblock Plus (ABP), we are two separate products with two independent Premium upgrade options.
  4. Along those same lines, are you using the AdBlock extension or the Adblock Plus extension? You won't receive a code if you paid for AdBlock but request a code in the Adblock Plus extension (and vice versa). The AdBlock toolbar icon is a red stop sign with a white hand.
  5. Try adding as a contact in your email and wait at least 30 minutes for the code to arrive (the service may just be experiencing a temporary delay).

If you are still not receiving the code, please reach out and let us know! Providing detailed information like screenshots, proof of purchase, and the steps you've already tried, will help us rule out the issues above and expedite your request.

Was this article helpful?
6 out of 14 found this helpful