My key isn't in my email. What do I do?

Check your spam, junk and promotions folders, and that you typed your email correctly at checkout. Then use **Lost your order email? Get it again** on the [contact page](/contact). Your key is sent by email only, never shown on the order page, so the email is where to look.

Can I open my confirmation page again later?

Yes, in the same browser. Open it from your history and it shows the same order and where it is. It never shows the key: that's in your email.

Where is my order number?

At the top of your confirmation page, beside **Paid**. It's also shown as your reference on the review and confirming pages.

I paid, but the page says Payment not completed. Was I charged?

If the page still says so after you reload it, the payment didn't complete and nothing was ordered. If your bank shows the money taken anyway, don't pay again: contact us with the amount and date.

What happens if my payment succeeds but I don't get a confirmation?

Don't pay again. Your key arrives by email, and your order confirmation page shows where your order is. If you closed the page, reopen it from your browser history, or search your inbox for your order number. The heading and tracker at the top say what's happening, and this article says what each one means.

Before you start

Check your bank or banking app. If no money has left your account, the payment didn't go through: see Why did my payment fail or get declined?
Use the same browser and device you paid on. That's where the page is in your history.

1
Don't pay again, even if you're unsure. A second payment makes a second order.
2
Search your inbox for the email for your order, including spam and promotions. Its subject starts with "Your Andalu order" and your order number, like #42101. Found it? Select Get your order in it, or copy the key it shows under Your key.
3
No email yet? Go back to the tab you paid in. If you closed it, open your browser's history and search for Order confirmation | Andalu, then open the most recent one.
4
Read the heading and the tracker at the top of the page, and find them in the table below.
5
When the tracker says Sent: check your inbox, select the button named for your email service, such as Open Gmail. It opens your inbox already searched for your order.
Illustration of your Andalu order page
6
Still no email? On the contact page, select Lost your order email? Get it again. Enter your order number and the email you paid with, then select Email me my order.
7
Keep the email. It's your copy of the key.

Confirm it works

The top of the page says Paid beside your order number.
You have the email for your order, with your key in it or behind its Get your order button. For an eSIM, your QR code is there too.

Troubleshooting

What you see	What it means	What to do
Your key is ready. or Your keys are on their way.	Your order is paid, and your key is sent, or on its way, by email	Open the email for your order. The page's open button, such as Open Gmail, finds it for you
No email with your key	It may be in spam or promotions, or the email address had a typo	Check spam and promotions. Still nothing? Use Lost your order email? Get it again on the contact page, or contact us with your order number
Your order is taking a little longer than usual.	Your order is safe and on its way	Don't pay again. It arrives by email within a few hours. Nothing by the next day? Contact us with your order number
One item in your order is taking longer than usual to come through.	One item hasn't come through yet	Nothing to do. We send it, or refund it, within 24 hours
Your key order needs a quick manual review	The same kind of check, for the game part of your order	Wait for the check. If you don't have your key within a day, contact us with your order number
Your game key is on its way	Your key is on its way to your email	Nothing to do. We email your key when it's ready. If you don't have it within a day, contact us with your order number
Your payment is confirming.	Some bank methods take longer to clear	Nothing to do. We email your key once the payment clears
Payment not completed	The payment didn't go through, so nothing was ordered	If you paid moments ago, reload in a few seconds. Otherwise select Back to your cart and try again
Payment received and could not be matched automatically	Your payment arrived, but the order needs a person to finish it	Contact us with the reference on the page
No order to show	The link you opened doesn't include your order	Open the page from your browser history instead, or contact us
You can't find the page in your history	You may have paid in another browser, or cleared your history	Contact us with the email you used at checkout, the date, the amount, and a screenshot of the payment in your bank app
Your bank shows two payments to Andalu	You may have paid twice	Don't pay again. Contact us with both amounts and dates

Frequently asked questions

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. If your key can't be used, buyer protection covers you for 24 hours after delivery.

Contact support