I have ordered Credits/Gold Membership but have not received them. What should I do?
Sometimes it is necessary for our payment providers to perform additional security checks before an order can be completed. These additional checks can take up to 48 hours to complete (although this is rare), so please wait until this time has past before contacting us.
If you still haven't received your order after 48 hours, either there has been a technical fault preventing your order from being delivered, or the order has been declined for security reasons. If the order has been declined, the payment provider should email you to confirm this is the case – if this is the case, any funds taken from you card/bank account will be automatically refunded, or any authorizations on your account will be lifted. This can take a couple of days to the banks to process.
If you have not received an email confirming that the order has been declined, please send in a support ticket. Include as much information about you order as possible, including the payment provider and email address you used, and any order or transaction ID numbers you have available. The more information you are able to provide us the quicker we will be able to manually add your order.