> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/for-your-players/purchase-not-delivered.md).

# Purchase Not Delivered

You paid, the money left your account, and the rank or item never showed up.

## Check these first

Most missing deliveries are one of three things, and all three are quicker to check than to report.

1. **Wait five minutes.** Delivery usually runs within seconds, but a busy server can lag.
2. **Rejoin the server.** Many products only apply when you next connect. Fully disconnect and come back rather than switching worlds.
3. **Check you are on the right account.** If you bought using a Steam ID, Minecraft name or Discord account, the item goes to that one. Buying on an alt and playing on your main causes most purchases that look lost.

## If it still has not arrived

Contact the store you bought from first. They run the server, they can see whether the command fired, and they can send it again in one click. That is faster than anything else available to you.

Give them:

* your **order ID**, from the PayNow receipt email
* the **account name** the item should have gone to
* roughly **when** you paid

The store can re-run delivery from their dashboard without charging you again.

## If the store does not respond

Email <support@paynow.gg> with your order ID and what you have already tried.

PayNow reviews refund requests, so if you want the money back rather than the item, that request goes to PayNow. See [Refunds and Cancellations](/for-your-players/refunds-and-cancellations.md).

PayNow cannot deliver the item itself. The store delivers what it sells, and PayNow has no connection to the game server, so it cannot add a rank or change your inventory.

## Paid with cryptocurrency

A crypto order that never completed is usually a transfer problem rather than a delivery one. An amount that did not match the invoice, or a transfer sent on the wrong network, cannot be refunded or recovered. [Payment Problems](/for-your-players/payment-problems.md) sets out where each case stands.