My order was not automatically finalized; something went wrong. Aline C. 24 February 2021 11:26 Updated If, during the order process, you were asked to contact us due to your order not being finalized, we might need some more information from you. In most of the cases, the system was not able to automatically verify your identity and/or address and we need supporting documents. See here what documents we require. Please get in touch with us and attach your additional documents and we'll be happy to look into this and assist you further. Don't forget to mention your order ID (contains both digits and letter, separated by a hyphen "-") so that we can identify your order in the system. Related articles Track your email requests with our new feature "My activities"! My card expires soon, how do I get a new one? New SEPA loading fee from the 14th of December 2020 Check our Announcement Section for the latest news! Why was I charged for SEPA loading?