I paid but haven't received my upgrade. Why?
Quick answer: your upgrade activates the moment our system receives the payment success notification from the processor. Sometimes that notification is delayed — usually a few minutes, rarely a few hours — or the order is held for security verification. If you were charged, don't worry: the payment will either be approved or refunded.
Upgrades are automated end to end, so when Pro doesn't light up right after a purchase, the delay is on the payment-handling side. Here's exactly what can be happening.
The three known causes
- The success notification is delayed. Our payment processors (PayPro Global or PayPal) can be slow to send the payment-success notification to our servers when their systems are busy. The delay is usually a few minutes; rarely, a few hours or more.
- The order was held for security verification. The processor flags some orders for manual review. They'll either approve it themselves or contact you if they need more information — nothing is required from us during this step.
- Something went wrong with the order. A card issue, mistyped details, or any of the reasons a processor withholds a payment. In that case they reject it and the charge is refunded.
I was charged — is my money safe?
Yes. If you were charged, the processor will either approve the transaction (and your upgrade activates immediately when our system gets the notification) or refund your money if they reject it. This happens entirely on the payment handler's side, beyond our control — but it always resolves one of those two ways. You never lose both the money and the upgrade.
It's been a while and nothing's happened
Drop us an email with your order ID and the email you paid with, and we'll look up exactly what went wrong with the order. Once you're upgraded, don't forget to claim your Discord role.
Frequently asked
- How long does a Pro upgrade take to activate?
- It activates the moment the payment processor sends the success notification to our servers — usually within a few minutes of payment, rarely a few hours or more if the processor's systems are busy or the order is under security verification.
- I was charged but got no upgrade — will I lose my money?
- No. The processor will either approve the transaction, activating your upgrade, or reject it and refund your money. Charged-and-nothing is never the final state.
- Why was my order held for verification?
- Payment processors flag some orders for manual security review. They approve it themselves or ask you for more information if needed — it's a processor-side step, not a Mod Engine one.