Open your order page and read its status. Pending payment means the payment is not confirmed yet; Pending delivery means it is confirmed and your items are being prepared.
Open your order page and read its status first. The status tells you whether we are still waiting for your payment or already preparing your items.
01Step 1: open your order page
If you cannot find the order at all, see How do I buy as a guest and get back to my order?.
02Step 2: read the status
- Pending payment (the page says "Awaiting payment" or "Confirming your payment"): your payment is not confirmed yet. Nothing is prepared until it is. See I paid but my order still shows Pending payment.
- Pending delivery (the page says "Payment received"; the account list says Processing): your payment is confirmed and your items are being prepared. See the next section.
- Partly delivered: some items are ready on the page and the rest are still being prepared.
- Ready or Completed: your items are delivered. They are on the order page. See Where do I find my code after I pay?.
03If the status is Pending delivery
Delivery is usually instant, but it might take 0–24 hours in rare cases. Products with a longer time say so on their page: a gift card marked Delayed delivery (2–7 days) takes 2–7 business days, a pre-order is sent on release, and flight, hotel and shop orders have their own times. See How long does delivery take?.
While you wait:
- You can close the page. The order continues by itself, and we email you when it is delivered.
- Do not pay again. A second payment creates a second order.
04Good to know
- No email is sent when you pay. The order email is sent when the order is delivered.
- Under the Refund Policy, an order for a digital product that has not been delivered yet may be eligible for cancellation. Cancellation is only possible before delivery, so contact support as soon as possible if you want that.
- If a product cannot be delivered within the expected time and support cannot resolve it, the Refund Policy lists non-delivery as a reason for a refund.
05When to contact support
Contact support when 24 hours have passed since your payment was confirmed, or when the time stated on the product page has passed. You are welcome to write earlier if something looks wrong. Use the support widget on the site or email [email protected], and include:
- Your order number.
- The email used for the order.
- A screenshot of the order page showing the status.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.