My order is under review

What this is#

New orders are screened automatically before the service is set up. Occasionally an order is held for a quick manual review by our team. This explains what's happening and what to do.

Why this happens#

Automated checks flag a small number of orders for a closer look. These checks aren't perfect, so a genuine order is occasionally flagged. A hold just means we take a second look before the service is set up.

What happens next#

• If we need anything to clear it, we'll contact you by support ticket and/or email. Replying quickly is the fastest way to get set up.
• You can also ask us to review it at any time. Open a ticket and let us know.
• If you don't hear from us after a while, please open a ticket and we'll look into it right away.

Things worth knowing#

• A long review is credited. If clearing a review takes multiple days, we credit your account for the number of days it took.
• A few details that confirm the order is genuinely yours help us clear it faster.

Still need help?#

You can open a support ticket. So we can help on the first reply, it's worth mentioning:

• the email address and order number on the account,
• anything that helps confirm the order is genuinely yours.

Related questions#

• "Why is my order pending or under review?"
• "My order hasn't been set up yet, what's going on?"
• "How do I get my held order approved?"
• "My order was flagged, what should I do?"