I didn’t receive my digital key or any e-mail. What should I do?

After a successful purchase, you should always receive an email confirmation titled "Order [order ID] completed - your items". If you cannot find this email in your inbox, there are still a few ways to resolve the issue.

Search manually

Your order confirmation email may occasionally be routed to your spam or junk folder, so please check there first. If you still cannot find it, try using your email provider's search bar to look for keywords like "order," "completed," or "your items." Because email filters can sometimes be strict, a manual search is often the best way to locate the missing message.

Double check the email address

Even a small typo can cause your order confirmation to go missing. Please double-check that you entered your email address correctly, and consider checking your other email accounts just in case you used a different one by mistake.

If you realize there was a typo in the email address you provided, please contact our Customer Support team, and we will be happy to assist you.

See how to reach us.

Check the status of your order

You will receive your digital items as soon as your order status changes to "Completed." If your order shows a different status, even after you have paid, there are a few reasons why it may not have reached you yet. Here are the most common order statuses and what they mean:

Processing: We are actively working on your order. Please allow a little more time.
Collecting: The system is currently securing and assigning a product key to your order.
Pending: We have not received your payment yet. Please verify that your transaction was successful.
On Hold: Your order may require a quick security verification. Please check your email inbox for further instructions.

Make sure to check if you haven't purchased a pre-order

Items purchased as pre-orders are delivered on their official release date. Until then, your order status will remain as "Processing Preorder." On the day of release, the seller will deliver your digital item, and your order status will automatically update to "Complete."

Still no luck finding your email?

If nothing has worked for you, you may need to contact our Customer Support for further assistance.