I can't redeem my giftcard from email.

My friend sent me a giftcard through email for my Birthday, and I can't redeem it. It shows PIN number, which I tried to put in the code and also the one with bunch of letters. It always comes up with a pop up saying "Not valid" and this is just getting me really frustrating! I read another post where people have been clicking a "Redeem now" button but I didn't get a redeem now button. I'd post a screenshot of what I am trying to explain, but I don't think it'd be a good idea. And I feel bad because the money just went down the drain for my friend, and I am highly disappointed. I even tried adding it to my Passwallet (not sure why I thought that would work but it had a wallet button instead of a redeem now button)