Payment taken but no confirmation email, or your order is still pending
If payment appears on your account but you have not received an order confirmation, please do not immediately repeat the checkout. A second attempt could create another payment authorisation or duplicate order.
First:
1. Check your inbox and junk or spam folder.
2. Confirm that you entered the correct email address during checkout.
3. If you have an account, sign in and check your order history.
4. Review the transaction in your banking or payment application to see whether it is pending or completed.
A pending card amount can be a temporary authorisation rather than a completed payment. It does not by itself confirm that an order was successfully created. If an unsuccessful checkout leaves an authorisation, the issuing bank controls when that pending amount is released.
Contact our support team if you cannot find the order or confirmation. Provide:
- your full name;
- the email address used at checkout;
- the approximate date, time and amount;
- the payment method;
- the order number, if one appeared; and
- only the final four digits of the payment card, if needed to identify the transaction.
Never send your complete card number, card security code, online-banking password or 3-D Secure password in a support ticket. Our team does not need this information.
We will check whether an order exists, whether payment was captured and whether another verification step is required. If there is no completed order, we will explain whether any action is needed or whether a pending authorisation should be allowed to expire.
If you see two completed charges, mention both transaction amounts and times in the same ticket so that we can investigate a possible duplicate payment.
First:
1. Check your inbox and junk or spam folder.
2. Confirm that you entered the correct email address during checkout.
3. If you have an account, sign in and check your order history.
4. Review the transaction in your banking or payment application to see whether it is pending or completed.
A pending card amount can be a temporary authorisation rather than a completed payment. It does not by itself confirm that an order was successfully created. If an unsuccessful checkout leaves an authorisation, the issuing bank controls when that pending amount is released.
Contact our support team if you cannot find the order or confirmation. Provide:
- your full name;
- the email address used at checkout;
- the approximate date, time and amount;
- the payment method;
- the order number, if one appeared; and
- only the final four digits of the payment card, if needed to identify the transaction.
Never send your complete card number, card security code, online-banking password or 3-D Secure password in a support ticket. Our team does not need this information.
We will check whether an order exists, whether payment was captured and whether another verification step is required. If there is no completed order, we will explain whether any action is needed or whether a pending authorisation should be allowed to expire.
If you see two completed charges, mention both transaction amounts and times in the same ticket so that we can investigate a possible duplicate payment.