Help CenterSometimes a payment may show as taken from your bank account, but has not reached K4G yet.
Don’t worry, this usually means the payment is temporarily frozen by your payment provider and will either:
- Be completed - funds will reach us within a few minutes, up to a few hours (depending on the provider)
- Be released back to you - if the payment fails, the bank will automatically refund the money. This process may take up to several days.
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- Pending authorization: Sometimes your bank places a temporary hold on the funds before confirming the payment.
- Network delays: The payment provider needs extra time to confirm the transfer.
- Failed transaction: If something goes wrong (timeout, declined, incorrect data), the payment may not complete, but the reservation can stay visible on your account until released.
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Order status
Pending order means that the payment has not reached us. If you can confirm you have not been charged for it, feel free to cancel the order and place a new one.
When the status of your payment is shown as "declined" this means the payment has not been finished or has not passed authorization through the payment gateway. A declined order will not be processed.
What should you do?
- Don’t retry the same payment too many times - this may freeze more funds.
- Contact our Support through LiveChat or [email protected] to make sure your payment has been submitted properly. Please provide us with any sort of confirmation that you have been charged for the order while reaching out. It might be in the form of a statement file from your bank or a simple screenshot of the charge.
- Check the situation with your payment provider and contact them directly.
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How long does the processing take?
Depending on your payment provider, the funds might be frozen from a few hours up to 3 days.
- PayPal: A few hours up to 1–2 days,
- Credit/Debit Cards: Usually 1–3 business days,
- Regional payment providers (iDeal, Boleto, Bancontact): Up to 3 business days,
- BLIK: Usually immediate, but sometimes delays may happen
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If you have any further questions, feel free to contact our Customer Service via 24/7 LiveChat or by creating a support ticket by e-mailing us at [email protected]
Check other related topics:
- A complete guide to K4G Balance
- How do I change the currency?
- My order was refunded. When will I receive my payment back?
- How can I contact Customer Support?
- What payment methods are available at K4G?