I paid, but the order is not in My Orders
Every paid order is in My Orders, in the account that placed it, from status New onwards. An order that does not appear is almost always one of these:
- A different account. You booked while logged into another account, often a second one created with the same name or a different email. Log out and log in with the email on the order confirmation.
- Checkout not completed. An order that was started but not paid is not an order yet and does not appear. A bank hold is not a completed payment; the order is marked paid within a minute of the bank's answer. See what to do when the payment was taken but the order is unpaid.
- Wrong code. Compare the order code in the confirmation email with the one you are looking for.
Still missing? Write to us with the order code and the email on the account that paid.
Only the account owner can act on an order. Refunds, changes and cancellations are requested from the account that placed and paid the order; an order cannot be linked to another email for that.