If your order shows the status On hold, your payment went through and the order is being checked manually by our team. This is a normal security step. Your code will be delivered as soon as the check is complete.
Why Is My Order On Hold?
We review some orders by hand to protect you and other customers from fraud. An order can be placed on hold, for example, when:
- it’s your first order or a larger order than usual;
- the payment details or location don’t match the account details;
- several orders were placed in a short time;
- the payment method needs an extra check.
An order on hold doesn’t mean you did something wrong. Most checks are completed without any action from you.
What Happens Next
- Our team reviews the order and the payment.
- If everything is fine, the order moves on and you receive your code in your TopGift account and on the order page.
- If we need more information, for example a confirmation of your identity or payment, you’ll receive an email from us explaining what to send.
What You Should Do
- Don’t place the same order again. A second order won’t speed things up, and it can be put on hold too.
- Check your email, including the spam and promotions folders, for a message from TopGift.
- Reply quickly if we ask for more information. The faster we get it, the faster your order is released.
How Long Does It Take?
Most checks are done during our working hours, Monday to Friday, 8:00–20:00 UTC. Orders placed at night or on the weekend may be reviewed on the next working day.
What If the Check Is Not Passed?
If we can’t confirm the order, it will be cancelled and the payment returned to your original payment method. See how long a refund takes.
FAQ
Was I charged for an order on hold?
Yes, the payment has been received. It stays with us until the check is finished, then you get either your code or a refund.
Can I cancel an order that is on hold?
Write to us at support@topgift.io with your order number and we’ll help.
Have a question about your order? Email support@topgift.io and include your order number.