Every paid order does two things immediately: it sends a receipt email with the subject line "Your order (number) is confirmed", and it appears in your client portal. So look in those two places first, and look under the email address you used at checkout. Sign in at /portal: your orders live under /portal/orders and every invoice under /portal/invoices.
The usual explanations
- You are in the wrong account. The provider sign-in buttons match on email address. If you signed in with a Google or Apple account on a different address than the one you bought with, the portal you are looking at is a different, empty account. Sign in with the checkout address.
- The receipt went to spam. Search your mailbox for the exact subject line before assuming it never came.
- The payment is still settling. Some payments sit in a processing state while your bank settles them. That is not a failure and not yet a completed payment. The order completes when the bank does.
- You are looking at a bank hold, not a charge. Banks show pending authorizations that can look like charges before they finalize.
What the order record contains
When you find the order, it is complete: every line you bought, the amount charged, and the acceptance record from checkout, kept with the order. That record is also named on your receipt. It is what makes the order the authoritative version of what happened, which is why we point you at it before anything else.
If it genuinely is not there
If your statement shows a settled charge and neither the receipt nor the portal shows an order under the checkout address, email [email protected] with the date and amount, and we investigate. For a charge you believe is simply wrong, read A Charge Looks Wrong? Contact Us First: contacting us first is faster than a card dispute, and the Terms of Use describe the formal route if you need it.
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