--- title: "Order Status and Troubleshooting" description: "Find delivery contents, processing progress, data corrections and refund records, and avoid duplicate orders." headingIds: {"Status Explanations":"section-1","Common Issues":"section-2","Payment was deducted, but no account or membership was received":"section-3","Data was filled in incorrectly":"section-4","Order shows completed, but the platform has no membership yet":"section-5","Account was banned or identity verification is required":"section-6","Where is the refund":"section-7","What to provide when contacting support":"section-8"} --- Select the corresponding order in [My Orders ](https://1zheai.com/store-orders?lng=en). Purchase records, delivery contents and processing progress are based on that order; balance top-up records are not product orders. ## Status Explanations | Status | What it means | Next step | | --- | --- | --- | | Pending Delivery | The order has been created but delivery has not been completed | Check the delivery method and order notes; if a cancellation entry is provided, you can apply for cancellation | | Processing | Manual processing is underway or activation is being opened through a partner channel | Keep the original order and do not repurchase; supplement or correct data as prompted | | Delivered | The delivery contents or activation result have been provided | For finished accounts, verify login and specifications; for proxy top-ups, verify membership; for gift cards, redeem according to the instructions | | Cancelled | The original order has been terminated | Check the cancellation reason and wallet transaction records; whether a refund is issued is subject to the actual records | Detailed progress for proxy top-ups may indicate waiting for supply, waiting for activation, data needing correction, or refund in progress. These progress states differ from the final completion status; do not judge the activation or refund result based on a single error message. ## Common Issues ### Payment was deducted, but no account or membership was received First open the order details to check the status and delivery contents. Manual delivery and proxy top-ups are not necessarily completed instantly; if the time limit stated in the product description is exceeded, the status has not been updated for a long time, or an abnormality is displayed, contact support and do not make a duplicate payment. ### Data was filled in incorrectly Update only when the original order displays a correction entry, and submit after verifying the target account. If there is no entry or the order has already been delivered, contact support first; we do not promise that an activated subscription can be transferred. ### Order shows completed, but the platform has no membership yet Confirm that you are logged into the target account submitted, refresh or log in again and check the subscription settings. If it is still inconsistent, keep a redacted screenshot and the order number and contact support; do not make another purchase on your own. ### Account was banned or identity verification is required Appeal or verify through the official channels of the third-party platform. After normal delivery or successful proxy top-up, refunds are not issued due to account bans; we can assist with appeals but do not guarantee unbanning. Abnormalities such as failure to deliver as agreed are handled separately according to [After-sales Rules ](/en/docs/store-rules/). ### Where is the refund Check the order cancellation reason and wallet transaction records. Returning to wallet balance differs from a refund to the original payment method; a refund showing as in progress has not yet been completed, so do not submit the same request again. ### What to provide when contacting support Order number, product and specifications, occurrence time and time zone, order status, redacted error information. Do not send passwords, verification codes, complete Session JSON, redemption codes, or API keys.