Q: Money was taken, but my order is unpaid

<h2 id="mostcommonreasons">Most common reasons</h2> <ul> <li><strong>Several orders.</strong> Each click on "Buy now" creates a separate order with its own ID. Check in <a href="https://indrop.com/en/orders">Order history</a> whether a different ID is paid.</li> <li><strong>Payment still processing.</strong> Bank transfers, weekend payments and crypto can take longer.</li> <li><strong>Underpayment.</strong> With crypto, exchange fees can make less arrive than the order requires.</li> </ul> <h2 id="stillunpaid">Still unpaid?</h2> <p>Message us in chat. Include your transaction ID and attach the confirmation from your bank. We will check where the payment went.</p> <blockquote> <p>Payments sent directly to server staff (private transfers, phone payments) do not go through InDrop and we cannot help with them.</p> </blockquote>

Q: Purchase history and proof of purchase

<p>All orders from your account are in <a href="https://indrop.com/en/orders">Order history</a>. You can copy the transaction ID and payment provider ID there.</p> <p>The payment confirmation e-mail is sent by the payment provider, so we cannot resend it.</p> <blockquote> <p>The transaction ID is enough as proof of purchase.</p> </blockquote>

Question 1

I paid, but did not get my product

Accepted Answer

Products are delivered automatically only when you join the server. Your purchase is linked to the Steam account that was connected during payment.

What to do

Open the Steam app on your computer and log in to the same Steam account you used for the purchase.
Start the game and join the server. The character selection menu is not enough.
If nothing shows up, leave the game, restart Steam and join again.

Still nothing?

Check your order status in Order history or on the Payment status page.

If the order has status 2 (COMPLETED) and the product is not in the game, message us in chat with your transaction ID.

Question 2

Where do I find my transaction ID?

Accepted Answer

The transaction ID is your InDrop order number.

Where to look

in Order history in your account, with a copy button,
in the payment confirmation e-mail sent to the address you entered at checkout (check spam too),
in your browser history, in the link to the page shown after payment.

A reference number from your bank or payment app is something else. The Payment status page also accepts the payment provider ID.

Cannot find it?

Message us in chat with:

the e-mail used for the purchase,
server,
product,
approximate purchase date.

We will find it for you.

Server staff need proof of purchase? The transaction ID is enough.

Question 3

Can I get a refund?

Accepted Answer

A purchase can only be refunded if the product has not been delivered or collected yet.

At checkout you agree to immediate delivery and confirm that you understand you lose the right of withdrawal. Under the EU Consumer Rights Directive (2011/83/EU, Article 16(m)), the 14-day right of withdrawal no longer applies once the supply of digital content has started.

When a refund is not possible

We do not refund a product that has already been delivered, including when:

you changed your mind or the product did not meet your expectations,
the server removed your rank or product for breaking server rules,
you were banned after the purchase,
the server ended its season or shut down after delivery.

When a refund is possible

the product was not delivered and cannot be delivered,
you bought on the wrong Steam account or the wrong server and the product has not been collected yet (we will first try to deliver it where it should go),
you paid twice for the same order,
you bought the same product twice by mistake and the second one has not been delivered yet.

How to request a refund

Message us in chat with your transaction ID. The refund goes back to the account you paid from within 14 business days, usually faster.

Question 4

What does my payment status mean?

Accepted Answer

Check your status on the Payment status page using your transaction ID or payment provider ID.

| Status | What it means | What to do | | --- | --- | --- | | - (UNPAID) | The payment has not reached us yet or is still processing | Wait. A bank transfer may only be credited on the next business day | | 1 (PAID) | Payment received, the product is waiting to be collected on the server | Join the server with the Steam account used for the purchase | | 1 (COMPLETED) | Bought through a payment link from server staff, the server delivers the product manually | Give your transaction ID to the server staff | | 2 (COMPLETED) | The server confirmed delivery or the time to collect has passed | Nothing. Delivered, but not in the game? Message us | | 3 (FRAUD) | The order is under review or the server did not accept automatic delivery | Message us in chat with your transaction ID | | 4 (REFUNDED) | The money was returned to the account you paid from | Nothing |

Time to collect

You have one month to collect a purchase with status 1 (PAID). If you do not join the server in that time, the order changes to 2 (COMPLETED) and the product will no longer be delivered.

Question 5

Money was taken, but my order is unpaid

Accepted Answer

Most common reasons

Several orders. Each click on "Buy now" creates a separate order with its own ID. Check in Order history whether a different ID is paid.
Payment still processing. Bank transfers, weekend payments and crypto can take longer.
Underpayment. With crypto, exchange fees can make less arrive than the order requires.

Still unpaid?

Message us in chat. Include your transaction ID and attach the confirmation from your bank. We will check where the payment went.

Payments sent directly to server staff (private transfers, phone payments) do not go through InDrop and we cannot help with them.

Question 6

Purchase history and proof of purchase

Accepted Answer

All orders from your account are in Order history. You can copy the transaction ID and payment provider ID there.

The payment confirmation e-mail is sent by the payment provider, so we cannot resend it.

The transaction ID is enough as proof of purchase.

Featured & Frequently Read Articles

Browse All Categories