An order is Cancelled when it was stopped before the code was delivered. In most cases this happens because the payment was never completed. Below are the usual reasons and what to do about each one.

Common Reasons for a Cancelled Order

1. The payment wasn’t completed in time

When you place an order, we reserve the product for you for 60 minutes. If the payment isn’t completed within that time, the order is cancelled automatically. Just place a new order and finish the payment right away.

2. Not enough balance

If there wasn’t enough money on your card, bank account or wallet, the payment can’t be completed and the order is cancelled. Top up your balance or choose another payment method.

3. The bank didn’t confirm the payment

Many card payments need confirmation in your banking app (3D Secure). If you don’t confirm it in time, the bank stops the payment and the order is cancelled.

4. A crypto payment was too low

When paying with crypto, you need to send the exact amount shown on the payment page. If the amount received is lower, for example because network fees were taken from it, the order can’t be completed. Write to us with your order number and the transaction hash.

5. The order didn’t pass our security check

Some orders are checked manually. If we can’t confirm the order, for example because the requested verification wasn’t completed, the order is cancelled. See what On hold means.

6. You cancelled it

Unpaid orders can be cancelled from your account. If you did this by mistake, simply place the order again.

Was I Charged for a Cancelled Order?

Usually not, because the payment wasn’t completed. Sometimes a bank shows a temporary hold on the amount for a few days before releasing it. If money was taken from your account and the order is cancelled, contact us with your order number and we’ll check it.

Still have questions? Email support@topgift.io and include your order number. Our team works Monday to Friday, 8:00–20:00 UTC.