I paid - so where is my VIP?


When we buy anything on the internet, we expect it to be instant (and it usually is when your payment method is a standard bank or credit card, or you use Paypal).  However, many payment methods DON'T release funds immediately.  When ordering physical goods, we don't notice the delay because the goods aren't often going to arrive until the next day or so anyway, but if you use those payment methods for a service, then the delay becomes noticeable!

 

Where is my VIP?  I paid by Klarna/iDeal/Giropay (or other local method)

Many of the 'local' payment methods do not release their funds to us immediately.  One of the worst services for delay is iDeal, followed by Klarna.  iDeal can take between 24 to 72 hours before payment is sent to us, while Klarna and Giropay can be up to 48 hours.  Other providers such as BanContact and MyBank release a little quicker, but can still be subject to a short delay.

Until the money is collected by our payment service, VIP will not be triggered. If you are caught in one of these delays, contact our Support team and we will investigate the payment.  If it is still pending (ie it hasn't failed already), we can credit you with some VIP to get you up and running while we wait for the payment service to release your funds.

 

Where is my VIP? I paid by credit card/Paypal

Normally, when you pay with credit card or Paypal, the service is available instantly.  If for any reason it is not, that means your payment failed.  HOWEVER, failed payments can take up to 3 days or so before they are ever reflected on your statement, so if in doubt, contact our Support team and we can investigate for you.  A failed payment WILL be credited back to you by your bank or card issuer, or the transaction simply removed altogether.  Note that if you paid Paypal via eCheck, that can take 8 days or more to clear.

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