Short answer
If you see a charge in RetouchMe but no order appears in the app, the payment may still be processing or the order creation was temporarily delayed. In most cases, the issue resolves automatically.
Why this can happen
This situation usually occurs due to a temporary interruption during payment or order creation.
Common reasons include:
The payment was completed, but the order was not created yet
A temporary connection issue during checkout
The app was closed or minimized before the order was fully created
A short delay in syncing with the App Store or Google Play
What to do first
Try the following steps:
• Wait a few minutes and reopen the app
• Check your order list again
• Restart the app
• Make sure you are logged into the correct account
In most cases, the order appears automatically once the process is completed.
Was my payment successful?
Temporary authorization holds may appear and then disappear
You are charged only if the payment is successfully completed
If the payment is still processing, the order may not appear immediately
If the charge disappears, the payment was not completed.
If the order still doesn’t appear
If the order is still missing after some time:
• Check your payment receipt in the App Store or Google Play
• Confirm that the payment status is Completed
• Contact support and include your receipt or transaction details
Support can verify the payment status and help clarify what happened.
Important to know
Orders are created only after payment is completed
Payments are handled by the App Store or Google Play
Support cannot manually create orders
Duplicate orders are not created for the same payment
Frequently asked questions
Will I be charged twice if I try again?
No. You are charged only for successfully completed payments.
Can support create the order for me?
No. Orders are created automatically after payment is confirmed.
What if I was charged but didn’t receive credits?
See Why didn’t I receive credits after payment? for more information.