Why hasn't my key arrived yet?

Your payment has to clear first. Some payment methods take longer to clear, and now and then an order takes a few hours; the page and an email say so, and nothing is needed from you. The confirmation page's tracker says which step your order is at. See [My order hasn't arrived](/help/buyer-protection/order-hasnt-arrived#troubleshooting) for each message.

Do I need to do anything while I wait?

No. Keep your order number, like #42101, in case you need to contact us. It's in your order email and at the top of your order page.

When should I contact you?

When the tracker says **Sent: check your inbox** but the email isn't in any folder, including spam and promotions, or when a day has passed since the page said your order is taking longer. Contact us with your order number, and don't buy it again.

What if my order never arrives?

An order that never arrives is covered by buyer protection. See [How do I file a buyer protection claim?](/help/buyer-protection/how-do-i-file-a-claim)

How long will it take to get what I bought?

Instant delivery: your key arrives by email, and your order page shows its progress. An eSIM is a QR code in the email we send, with your order page showing its progress. The order confirmation page opens after you pay and shows where your order is, never the key or QR code itself. Keep the email we send: it's your copy.

If the page shows a message instead of Sent: check your inbox, My order hasn't arrived explains what each message means and what to do.

Frequently asked questions

How long does game key delivery take?
My order hasn't arrived. What should I do?
Is it safe to buy from Andalu?

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