Paid order 1 hour ago but still no confirmation email — what should I do?

    • Neu

    I'm hoping someone here can point me in the right direction.

    I placed an order about 1 hour ago and the payment went through successfully (I can see the charge on my card / payment account). However, I still haven't received any confirmation email.

    Here's what I've already checked:

    • The email address on my account is correct (I double-checked it in my profile settings)
    • I looked in my Spam / Junk / Promotions folder — nothing there
    • I searched my inbox for the sender's name and the order number — no results
    • The order shows as "Paid" in my account dashboard
    • Neu

    SAME!

    I ordered a VPS nano G11.5s 6M NUE about four hours ago, but I still haven’t received any confirmation email, and there’s no sign of the order in my customer account either. The server hasn’t been provisioned yet.

    I’m not a new customer - I already have root servers, web hosting, and domains with Netcup.

    • Neu
    Zitat von xST3RN

    SAME!

    I ordered a VPS nano G11.5s 6M NUE about four hours ago, but I still haven’t received any confirmation email, and there’s no sign of the order in my customer account either. The server hasn’t been provisioned yet.

    I’m not a new customer - I already have root servers, web hosting, and domains with Netcup.

    How long does it usually take to set up the machine:(

    • Neu

    I'm now waiting for approximately 12 hours and still haven't received an order confirmation, despite the payment being processed successfully.

    On top of that, the product I ordered is not visible in my account, even though the order status shows as "Paid". So I've paid for something that I currently cannot access or even see in my account.

    I've also tried contacting support, but I haven't been able to get through by phone due to waiting times of over 30 minutes. I submitted a support ticket as well, but it has remained unanswered so far.

    I've dealt with many hosting providers and other service providers over the years, but honestly, I've rarely had such a consistently poor first impression of a company as I have with netcup.

    A missing order confirmation might not be a major issue on its own, but the combination of a successful payment, no confirmation email, a product that is nowhere to be found in my account, unreachable phone support, and an unanswered ticket is genuinely disappointing.

    I hope this gets resolved soon, but based on my experience so far, I have serious concerns about the level of customer support I can expect from netcup.