Help CenterWhat does an "On Hold" status mean
"On Hold" status means that your payment has been received by us but due to safety reasons it has been held for verification.
How can I proceed with my held order
Once your order is held for review, please follow these steps:
- Check your inbox: You will receive an email from our Customer Support team with instructions on how to get your order dispatched quickly. The subject line will be: "Your order - [Your Order ID] - On Hold".
- Provide the details: To release your order, simply follow the steps outlined in the email. Once you provide the requested information, reply directly to that email to let us know.
- Keep it in one thread: It is very important to keep all communication within that original email thread. Please refrain from creating multiple tickets about the same purchase, as this can cause confusion and significantly delay the review process.
I Haven't Received a Reply to My "On Hold" Email
Our Customer Service team treats "On Hold" orders as our highest priority, as we want to fulfill your purchase as quickly as possible without any unnecessary delays. If you do not receive a reply within a few minutes, we kindly ask for your patience. Rest assured, we respond to every ticket as swiftly as we can. If the process takes a little longer, it simply means your order requires a few extra verification steps to ensure everything is secure.
Why do we carry out security procedures
Your account's security is our top priority. Occasionally, our safety system may flag an order for additional verification to ensure the purchase was genuinely authorized by you. Please know that this is a completely standard procedure in a marketplace with digital goods.
Check other related topics:
- I need help from Customer Support. How can I contact Customer Service?
- I paid for the order, but I have not received my key yet. How can I proceed?
- My order is blocked. What does it mean?
- How can I register a new K4G account?
- How can I update my K4G account details?