When you say its on a small scratchcard, how small is it? size of a credit card? Smaller? Because I've had the same problem, and honestly I think this is awful customer service. If the box says that it contains a voucher, it should bloody well contain the voucher! If there is this much of an issue, maybe there should be a rethink of how this service is provided...
I purchased a box with a 6 months entertainment pass included and then I bought an additional 2 month pass.
I received the movie pass, however I didn't get the entertainment pass. I presumed the box has already been programmed to show the 6 months ( obviously not very techy) Only just noticed there was problem as NOW TV has now started charging me for the entertainment subscription.
@CMA2 you would have had a scratchcard included within the packaging to apply the voucher along with a help guide explaining how it all works (it's not automatic as some user already have accounts with active passes and like to save them for a future date).
Do you still have the packaging, as you can still add the voucher through My Account