What does an Andalu order number look like?

A # sign followed by digits, like #42101. Every order gets its own number, and it never changes.

Where is it in my order email?

Every order email names your order by its number, for example **Order #42101**. Search your inbox for "Andalu", including the spam folder, to find the emails.

I have my order number but lost the email. Can I get it again?

Yes. Open the [contact page](/contact), select **Lost your order email? Get it again** at the top, and enter your order number and the email you used at checkout. We send the order's latest email to that address again.

Where is it on my order page?

At the top of the order confirmation page, the page that opened after you paid, after **ORDER**. The order tracking page linked from your email shows it too.

I can't find my order number. What now?

Contact us anyway and choose **My order hasn't arrived**, or the category that fits (a **Buyer protection claim** needs the number). In **Description**, give the email you used at checkout, the date you paid, the amount and what you bought, and leave **Order number** empty. Support finds the order from those.

Is my order number the same as my ticket reference?

No. Your order number starts with # and names what you bought. A ticket reference is what you get after you contact us, and it names your support request.

Is it safe to share my order number?

Yes, with Andalu support. It names your order but doesn't open it: your key or QR code is only ever in your email. Keep that email private, and never share the web address of your order page, because it opens your order.

Where do I find my order number?

Your order number looks like #42101. It's in your order email and at the top of your order page, after the word **Order**. Quote it whenever you contact us about an order, and support finds your order straight away.

No order number to hand? Contact us anyway with the email you used at checkout, the date you paid and the amount, and support finds the order from those.

Frequently asked questions

How long does game key delivery take?
What is Andalu's buyer protection policy?
How do I file a buyer protection claim?

Still stuck?

Contact us with the email you used at checkout, the date you paid, the amount and what you bought. We reply by email, usually within a day.

Contact support