Uncaptured Payments
What to do if you've been charged but didn't receive your service.
An uncaptured payment is when a payment has gone through on your end, but the matching service was never provisioned (or a renewal payment didn't actually renew/unsuspend your service). This is usually caused by a processing error between your payment method and our billing system.
Open a ticket
Head to the Billing Panel and open a support ticket, this isn't something we can resolve automatically, our team needs to verify the payment manually.
Include the following details
To help us process this as quickly as possible, please include:
- Proof of payment: a receipt, bank/card statement line, or transaction ID showing the payment was taken
- Location: which region you expected the service to be in
- Service: which product/plan you purchased (or were renewing)
- Any add-ons: extra storage, backups, extra player slots, or any other extras included in the purchase
What happens next
Once we've verified the payment, we'll either:
- Manually process it: provisioning (or restoring) your service with the details you provided, or
- Refund you: if we're unable to provision the service for any reason
Refund timing
If a refund is issued, it's processed automatically on our end, but it can take up to 7 days to appear back on your original payment method, depending on your bank or payment provider.