First, check your payment status in the Purchases section under Account > Settings to see where things stand. For more details on what each payment status means, you can refer to this article: What the different payment statuses mean in Star Stable.
If the status is "Failed"
This means your payment didn't go through. Don’t worry, you shouldn’t have been charged for it. Sometimes, your bank might show the payment as reserved, but it will disappear after 3-5 working days.
If the status is "Pending"
Your payment is still waiting for confirmation from your bank, so it might take a little time. Please give it up to 3-5 working days to update. If the status doesn't change after that, your transaction has likely failed, and you should try again. However, if you were charged but the status is still Pending, please contact our Customer Support Team with your payment receipt, and we’ll help you out.
If the status is "Approved"
Your payment was successful, but if you still haven’t received your goods, please get in touch with our Customer Support Team with the following details to help us investigate:
- Payment receipt or screenshot of the payment confirmation
- Date and time of the payment
- Transaction ID (if available)
- Your Star Stable username and account email
- A description of the missing items (for example: "I purchased a Star Rider subscription, but it hasn’t been added to my account.")
We’ll make sure everything is sorted for you!