Why is there a wait at all?

Your key goes out once your payment clears, usually within minutes. Some payment methods take longer to clear, and now and then an order takes a few hours. Nothing needs to happen on your side.

What does "Your payment is confirming." mean?

Your payment method takes longer to clear. The key is released once it clears. Keep your order number (like #42101, at the top of the page and in your order email), and if your bank shows the payment as complete but you still have no key, contact us with it.

What does it mean when my order "needs a quick manual review"?

A person checks some orders before the key is released. There's nothing to do yet. Keep your order number, and if you haven't heard from us within 48 hours, contact us with it.

Am I charged before I get my key?

Yes. You pay at checkout, and your key is released once the payment clears.

What if I never get my key?

Follow [My order hasn't arrived](/help/buyer-protection/order-hasnt-arrived). An order that never arrives is covered by buyer protection, and contacting us is free.

Is eSIM delivery the same?

No. An eSIM is a QR code in the email we send, with your order page showing its progress.

How long does game key delivery take?

Instant delivery: your key arrives by email, and your order page shows its progress. The order confirmation page opens after you pay. Its tracker shows where your order is, and it never shows the key itself: keep the email, it's your copy. Now and then an order takes a little longer: the page and an email say so, and it arrives by email within a few hours. Nothing is needed from you.

Frequently asked questions

Shop game keys

My order hasn't arrived. What should I do?
What happens if my payment succeeds but I don't get a confirmation?
What is Andalu's buyer protection policy?

Still stuck?

Contact us with your order number and the exact message you see, word for word, including any error code. We reply by email, usually within a day.

Contact support