My order hasn't progressed

To make it easier to get in touch with us, from the 24th of March 2016 all support tickets will need to be submitted from your Crucial Control Panel.

Most of the time when an order isn't progressing, it's either because payment hasn't yet been completed, or the order is stuck in our Fraud Vetting system (this usually happens when the security code isn't entered when ordering a service).

Is my order being vetted?
To check if your order is stuck in our vetting system, log into the Crucial Control Panel and click on 'My Services' along the top, in there you should see your service marked as 'Fraud'.



To resolve this, you can speak with one of our customer service representatives via live chat, or submit a ticket to the sales department.

How do I check if my order has been paid for?
To check if your order has been paid, log in to the Crucial Control Panel and click on 'Billing & Payments' along the top, in there you should be able to see an invoice marked as 'Not Paid'



To resolve this you simply need to click on the invoice marked as 'Not Paid', and proceed with your selected payment method.

My order still hasn't progressed, what do I do?
If your order isn't proceeding, and you've processed payment for it, and checked that it's not stuck in the Fraud status, submit a ticket to sales and we will look into this for you.

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