Why is my order on hold for payment verification?
Your order is on hold for payment verification because our system has flagged a potential issue with your payment details, and we need to confirm everything is correct before we start work. This is a routine fraud-prevention check and doesn't necessarily mean anything is wrong, but we do need to verify a few details first.
Common reasons for a hold
- Your PayPal payment doesn't match your account details in our system (this could be your country, business name or address)
- Your billing details are incorrect or incomplete, and we need you to confirm your full billing address and business name
- Your account has previously received chargebacks, and we need to discuss this with you before we can process further orders
What happens next
If your order has been placed on hold for one of these reasons, we'll be in touch to let you know and to ask you to confirm or correct the relevant details. You can reply to our email or get in touch with our support team to sort this out quickly.
It's important to respond promptly. If we don't hear back from you within 72 hours of being contacted, we'll cancel the order and issue a full refund.
In most cases, this is simply a mismatch in account details that can be resolved quickly once we hear from you.
Still have questions? Chat with our support team or email support@fatjoe.com.