Understanding Your Orders
The Orders section in your {{COMPANY_NAME}} client area shows the history of all products and services you have purchased.
Accessing Your Orders
- Log in to your {{COMPANY_NAME}} client area
- Go to My Orders or Billing → My Orders
- View a list of all your orders with their status and details
Order Information
Each order includes:
- Order Number — unique identifier for the order
- Date — when the order was placed
- Products — the services or products included (hosting, domain, SSL, etc.)
- Amount — the total order value (including GST)
- Status — the current state of the order
- Invoice — the associated invoice number
Order Statuses
| Status | Meaning |
|---|---|
| Active | Order completed, services are active and running |
| Pending | Order placed, awaiting payment or manual activation |
| Fraud | Order flagged for review (contact support if legitimate) |
| Cancelled | Order was cancelled before or after activation |
Order Lifecycle
- Order Placed — you select products and submit the order
- Invoice Generated — a corresponding invoice is created
- Payment Received — you pay the invoice
- Order Activated — services are provisioned and activated (usually instant)
- Active — your services are running
Pending Orders
If your order is stuck in Pending status:
- Unpaid invoice: Check Billing → Invoices for the associated unpaid invoice and complete payment
- Fraud review: Some orders trigger automated fraud checks. Contact {{COMPANY_NAME}} support at {{SUPPORT_URL}} with your order number
- Manual activation: Certain products require manual setup. You will be notified when ready
Important Notes
- An order represents a purchase; an invoice is the associated billing document
- One order may generate multiple invoices over time (initial + renewals)
- To cancel an active service, use My Services instead
- Keep order numbers for reference when contacting support
- If you see an order you did not place, contact {{COMPANY_NAME}} support at {{SUPPORT_URL}} immediately