Order help
Understand every ChatRefill order status — from pending payment to completed delivery, including fraud and risk reviews.
After checkout, your order moves through clear statuses. You can follow them in Transaction history. Most successful top-ups and gift cards move from pending or processing to completed shortly after payment, depending on the operator or brand.
To protect customers and networks, some payments are checked automatically (including Stripe Radar) or reviewed by our team. A review status does not always mean something is wrong — it means we are confirming the payment is legitimate before fulfillment.
Payment received or waiting — fulfillment has not finished yet.
Waiting to start
Your order was created but payment or fulfillment has not fully started yet. This is common right after checkout or when waiting for a payment confirmation.
What we do: We wait for payment confirmation or the next fulfillment step. Usually no action is needed. If it stays pending too long, check your payment method or contact support with your reference.
Being fulfilled
Payment is confirmed or accepted and we are sending the top-up, gift card, or eSIM to the provider.
What we do: We submit the order to the operator or brand and update the status when they respond. Most orders leave this stage shortly after payment.
Payment confirmed
We received your payment successfully. Delivery may still be in progress if the provider has not finished yet.
What we do: We keep the order in the fulfillment queue and move it to completed when delivery succeeds, or to another status if the provider reports a problem.
The order finished as expected.
Delivered
The order finished successfully. Mobile credit, gift card, or eSIM delivery was confirmed by the provider flow.
What we do: No further action is required. Keep your reference if you need support later.
Extra checks for unusual activity, Stripe Radar signals, or manual verification.
Manual check
Your payment was received, but the order is held for human or system review before we fulfill it. Delivery is not instant in this state.
What we do: Our team reviews the transaction details. If everything looks legitimate, we resume fulfillment. If not, we may move the order to blocked, failed, or fraudulent.
Stripe Radar check
Stripe Radar flagged the payment for additional risk review. This protects against stolen cards and abusive checkout patterns.
What we do: We wait for Radar / payment risk results or a manual decision. Legitimate orders are usually released after the check; high-risk payments may be declined or blocked.
Elevated risk signal
Our systems marked unusual patterns on the account, device, recipient, or payment. Fulfillment may pause until the risk is cleared.
What we do: We investigate the risk signals. Clean signals allow the order to continue; confirmed abuse leads to block or fraud status.
The order did not complete, expired, was canceled, or was blocked for safety.
Cannot continue
The order was stopped by security, compliance, or provider rules before fulfillment could finish.
What we do: We do not send the product. Our team may review the case. Contact support with your reference if you believe this was a mistake.
Did not succeed
Payment or delivery did not succeed. This can happen if a card is declined, a network rejects the top-up, or a technical error occurs.
What we do: We stop fulfillment for that attempt. Depending on when it failed, you may retry payment, place a new order, or request help under our terms for failed delivery.
Order closed
The order was canceled before completion — by you, by timeout rules, or by our system when the payment could not continue.
What we do: We do not fulfill a canceled order. If you still need the product, start a new checkout.
Time window ended
The payment or order window ended before completion (for example an unpaid invoice or crypto payment that timed out).
What we do: We close the attempt. Create a new order if you still want to pay.
Fraud confirmed or strongly suspected
The transaction was identified as fraudulent or strongly linked to abuse (for example stolen payment credentials or prohibited use).
What we do: We stop fulfillment, may reverse or dispute the payment through our processors, and may restrict the account to protect customers and partners.
Open your transaction history or contact ChatRefill support. Human support: Monday–Friday, 9:00 AM–5:00 PM Eastern Time.
Checkout is powered by Stripe. Pay with major credit or debit cards, or USDC and USDT. Card details are never stored on our servers.
Apple Pay and Google Pay where available. USDC and USDT at checkout.
