Short answer
If you see a charge in RetouchMe but no order appears in the app, the payment may still be processing on the App Store or Google Play side, or the purchase confirmation reached the app with a delay. In most cases, the order appears automatically within a few minutes.
Why this can happen
This usually happens because the App Store or Google Play has charged the payment, but the purchase confirmation has not yet reached the app.
Common reasons include:
The payment was completed, but the confirmation has not reached RetouchMe 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 keep the app open
Make sure you have a stable internet connection
Restart the app and check your order list again
Open Settings → Restore Purchases — this asks Apple or Google to re-send the confirmation
Make sure you are logged into the correct account
In most cases, the order appears automatically once the confirmation reaches the app.
Was my payment successful?
You are charged only if the payment is successfully completed in the App Store or Google Play
If the payment is still processing, the order may not appear immediately
If you see a completed charge but no order, the purchase confirmation may still be on its way to the app
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 a screenshot of the charge, your Apple or Google receipt, and the date and amount of the payment
Support can verify the payment status and help clarify what happened.
Important to know
Orders are created only after the payment confirmation reaches the app
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. Apple and Google won't charge you twice for the same purchase.
Can support create the order for me?
No. Orders are created automatically after the payment confirmation reaches the app.
The charge is on my statement but the order still isn't there — what now?
See Why is my purchase delayed after payment? for the full troubleshooting flow including Restore Purchases.
What if I was charged but didn't receive credits?
See Why didn't I receive credits after payment? for more information.