Every TopGift order shows a status in your account. It tells you where the order is right now: waiting for payment, being processed, delivered or stopped for some reason. Here is what each status means and whether you need to do anything.

Statuses of a Normal Order

• Pending payment. The order is created, but we haven’t received the payment yet. Finish the payment on the payment page. Unpaid orders are cancelled automatically after the time limit.
• Processing / Payment confirmed. Your payment was received and the order is in the queue.
• Preparing keys. We are getting your code from our supplier.
• Product delivery. The code is being added to your order.
• Completed. Done. Your code is in your TopGift account and on the order confirmation page. Codes are not sent by email.

Most orders go from payment to Completed in under 5 minutes. In rare cases it can take up to a couple of hours.

Statuses That Need Attention

• On hold. The order is being checked manually by our team. What On hold means.
• Delivery failed. Something went wrong while sending your code. We are already working on it. What Delivery failed means.
• Cancelled. The order was stopped, for example because it wasn’t paid in time. Why orders are cancelled.
• Failed. The payment didn’t go through. Why payments fail.
• Refunded. The money was sent back to your payment method. What Refunded means.

Where to See Your Order Status

1. Log in to your account on topgift.io.
2. Open My account and go to Orders.
3. Find your order. The status is shown next to it. Open the order to see the code once it’s delivered.

FAQ

My order is Completed, but I can’t find the code.

Open the order in your account. The code is shown inside the order details, not in the email.

The status hasn’t changed for a long time. What should I do?

If the order is still in Processing or Preparing keys after two hours, write to us with your order number.

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