What to do when a proxy order is delayed
Manual verification or a location-specific assignment can take longer than a simple balance update. The order record is the source of truth for the current stage.
Check the stage and request
Confirm that the wallet top-up is approved and the order itself was submitted. A payment request alone does not purchase a proxy product.
Compare the delivery window
Read the window shown for the selected product. A city or carrier preference may require extra availability checks. Do not repeatedly create duplicate orders while the first one is processing.
Contact support precisely
Provide the order number, requested network and country, payment confirmation time and the status shown in your account. Do not send your password, full wallet seed phrase or private keys.
Worked example
Prepare a support request with order number, product, country, requested city or carrier, funding confirmation time and current status. Add a test result if resources have been assigned but do not connect. Never send passwords, seed phrases or private keys in a ticket.
Common questions
Should I place the order again?
Check the first order and ask support before creating a duplicate. Another order can charge the balance again without speeding delivery.
What information helps support investigate?
Order number, exact status, time, location and TXID if the funding is missing. A bare message saying it does not work lacks the details needed to trace it.