Order incomplete

[Kalaripayattu]

I tried recharging earlier today but for some reason the crystals never went through my alt account. On my orders tab it simply says status: order incomplete. I wonder if there is a problem with recharging at this time. I emailed Molpay and they said that nothing's wrong on their end, the order went through uneventfully when they checked it. Made a ticket as well addressing R2 support and I have yet to receive any reply. How long do crystals get delivered anyway?

[dasendcoms]

Are you sure it was the correct alt?

[MemoryLane]

Did your order end up going through, or is it still pending?

First time orders can take up to 6 hours to process. If the order went through the payment provider with no problems, but is incomplete on your order history, that means your payment hasn't cleared through the payment processor, which is Xsolla. You can contact Xsolla by clicking on any of the Contact Us links on the payment screens, with options for a live chat, email, or a form, or by visiting them at help.xsolla.com. Due to normal working hours, contacting Xsolla is sometimes faster than waiting for a ticket reply.

If you are still waiting for your crystals and don't receive a reply to your ticket within 24 hours, let us know.

[Kalaripayattu]

Thanks guys! Recharged crystals are finally credited on my alt account. Took a while (almost a day), I wonder what could have caused that. Its my first time to recharge for that specific toon though. Regardless, I appreciate the assistance.

[MemoryLane]

It's very much likely that it was because it was the first recharge on that account, and used a form of payment that's been used on another account. The payment provider has been holding such payments a little extra long lately. Glad it made it through.

[Kalaripayattu]

Thanks MemoryLane for clarifying. Almost thought it won't go through just before consumer points got resetted.