Support for an order you've already placed, and how we work out what went wrong
The transfer went out and the order hasn't caught up. The link stopped working. The status says under review and you can't tell whether that needs you. Tell us what's on the screen and we'll work backwards from there. Whatever the symptom, the first thing we settle is that the order is yours, and that check comes before anything else we do.
What happens after you write to us
Every request runs through the same four stages. The second one is what makes the other three safe.
What to actually do, by symptom
I paid, but the order still shows as awaiting payment
Don't send a second transfer. The order page doesn't flip because your browser came back to the site; it flips when the confirmation arrives, and it refreshes by itself, so you can leave the tab open and let it work. A window that has already closed is the one case where waiting won't help: the order and the payment have come apart. Start a new order, and tell us about the transfer that missed. It's a separate question and we take it up as one.
My link expired, or the attempts are used up
Write from your checkout email and we'll help once we've confirmed the order is yours. Don't count on a clean slate, though: what a reissue restores, and why the link is bounded at all, is set out on the order protection page.
I've lost the order link entirely
It happens more than you'd think, and it isn't fatal. Write from the email you used at checkout, say roughly when you ordered and what was in it, and we can trace the order at our end. Even then, the link goes nowhere until we're satisfied it's yours.
My order says it's under review
Nothing is needed from you. Someone here is going through the payment by hand, and your order page tracks where it stands while that runs. Don't send a second transfer — it won't move the review along. Write from your checkout address if you want to ask about the order itself. What the status means is covered briefly in the FAQ.
What to put in the first message
Four things turn a long thread into a single reply: the order number or the order link, the email you used at checkout, two sentences on what you expected and what happened instead, and a screenshot if there's anything on screen worth seeing.
Write from the checkout address wherever you can. That's what settles the ownership question, and it means the reply can be about your actual problem instead of half about who you are.
If the order email is still sitting in your inbox, just reply to it. The message arrives already tied to the right order, and the first thing we read is the problem itself.
Where support stops
Some things sit outside what support can do, and it's fairer to say so here than after you've written.
- No confirmed payment, no paid order. There's no version of that check we can waive, for anyone, on any grounds.
- We can't release files on an unpaid order, however reasonable the request sounds.
- We won't open an order for someone who can't show it's theirs. That rule protects you far more often than it inconveniences you.
- We don't advise on working around the platform's rules. Support is here for the order, the payment and the delivery, and nothing past that.
- Support never asks for a payment password, a wallet seed phrase or private keys. Nobody here has any use for them.
Still stuck on an order
Write from your checkout email with the order number and we pick it up from there. If you want to be sure you're writing to the real store, the contact page sets out the official routes.