Help CenterIf you have paid for your order but haven't received your key(s) yet, this is likely related to the current processing status of your purchase. If you have a registered account, you can check the status of your orders at any time by visiting the Orders section of your profile, or simply by clicking here.
What does my order status mean?
- Processing - this means that the payment has already been received by us and we are currently working on your order. Depending on the traffic it should take up to a few minutes for the key to be dispatched to you, so we kindly ask you for a little patience.
- On Hold: This means we have successfully received your payment, but we need to complete a quick security check before delivering your order. Please check the email inbox associated with your K4G account. Our Customer Service team has sent you a message with instructions on how to proceed. Once you have provided the requested information, simply reply directly to that email so we can verify it. As soon as the security check is finished, your order status will update to "Completed."
- Processing Preorder - this means that the payment has already reached us but within this order you have purchased a pre-order product. In that case, as stated in the product description, the pre-order key will be delivered to you around the release date of the product. Once the code is dispatched to you, the order status will change to Complete.
- Pending - this means the payment process has been initiated, but the money has not reached us yet. Depending on the payment method you used, it may take from a few minutes to a few hours for the transaction to be completed. If you are sure that you have not been charged for it, we recommend you to cancel it and simply place another order. If you are sure, however, that the payment should already reach us - please contact our Support Team. See how to reach us.
- Canceled - this means the payment has not reached us, so the order was automatically cancelled. If you are sure, however, that the payment was sent to us - please contact our Support Team. See how to reach us.
My order is completed, but not delivered
While many products on our platform are delivered instantly, standard delivery times can vary depending on the specific supplier. You can always find the exact delivery timeframe for any item listed on its product page.
The delivery time should be instant
If none of the above applies to your situation, please contact our Customer Support team directly. We will review your details and work with you to find a solution. See how to reach us.