Some PlayStation and Xbox customers say their pre-ordered physical copies contain no download code, raising concerns about packaging and customer support ahead of launch.
Rockstar Games is facing complaints from some customers who say their sealed physical copies of Grand Theft Auto VI (GTA 6) arrived without the digital redemption codes required to access the game.
The issue has been reported by both PlayStation and Xbox buyers, with affected customers asking Rockstar Games and retailers to resolve the problem ahead of the highly anticipated release.
Although the complaints do not appear to affect every copy, several buyers have shared photographs and accounts of missing codes on social media.
One GTA 6 PS5 customer showed the inside of their game case, which reportedly contained only a grey strip where the PlayStation Store code was expected. The buyer also claimed that Best Buy refused to issue a refund, adding to their frustration.
Customers who pre-ordered the physical version directly from Rockstar’s website have reported similar problems. Reddit user InParties, for example, said their package included the double-sided poster bonus but did not contain the digital code for the PlayStation Store.
The customer reportedly contacted Rockstar for assistance but said the company closed two support tickets without resolving the issue.
Rockstar’s website advises customers who purchased the game through other retailers to contact relevant stores. However, the fact that some affected cases arrived sealed has raised questions about whether the problem occurred during manufacturing or packaging rather than at retail outlets.
The complaints have also renewed criticism of Rockstar’s decision to distribute the physical version using a code-in-box format instead of including a Blu-ray disc.
Many collectors and physical-game supporters argue that discs provide greater flexibility, allowing players to resell, exchange or lend their games. While large modern games often require substantial downloads, a physical disc still provides a tangible copy of the purchase.
The situation has raised additional concerns about the security of digital redemption codes. Some reports suggest that a strong flashlight may make codes visible through certain packaging, potentially allowing them to be photographed before a customer opens the box.
However, the extent of this security issue remains unclear, and reports suggest that packaging protection may vary between regions.
For affected buyers, the immediate concern is obtaining valid codes and ensuring they receive the digital purchases they paid for.