Understanding Your Order Status on KryptoMate

Every order has an order page. It shows the Status of the order and, separately, the status of the Payment. If you have an account, the same order is also listed under Orders.

01How to check your order

1. 1Signed in: open Orders in your account, then open the order.
2. 2Guest: open the private order link in your order email.

While an order is waiting for payment or being prepared, the page checks for updates by itself.

02Order status

Pending payment

the order is created and is waiting for your payment. In the account list this shows as Awaiting payment.

Pending delivery

your payment is confirmed and your items are being prepared. In the account list this shows as Processing.

Partly delivered

some items are ready on the page, and the rest are still being prepared.

Ready

your items are on the order page, ready to copy or claim.

Completed

everything in the order has been delivered.

Failed or Expired

the order was closed and nothing was delivered. An order that is not paid within its payment window is closed this way.

Cancelled

the order was cancelled.

Refunded

a refund was recorded for the order.

03Payment status

Pending

no payment has been confirmed yet.

Confirming

you told us the payment was sent and the page is checking for it.

Partly paid

less than the full amount has arrived.

Paid

the full payment is confirmed.

Failed or Expired

no completed payment was recorded for the order.

Refunded or Partly refunded

a refund was recorded for all or part of the order.

04What to do for each situation

• Pending payment and you have not paid: select Complete payment on the order page and pay before the countdown ends.
• Pending payment and you already paid: see I paid but my order still shows Pending payment.
• Pending delivery or Processing: delivery is usually instant, but it might take 0–24 hours in rare cases. See I paid but have not received my order.
• Ready or Completed but you see no code: see Where do I find my code after I pay?.
• Failed, Expired or Partly paid although you sent money: if your payment arrived after the payment window closed, or you sent less than the amount due and did not complete it, contact support and it will be credited to your Mate Wallet. A Mate Wallet needs a KryptoMate account, so create one or sign in first if you bought as a guest.
• Cancelled although you paid: contact support with your order number.

05Related articles

• I paid but have not received my order
• I paid but my order still shows Pending payment
• Where do I find my code after I pay?
• How long does delivery take?