My payment went through but doesn't appear as paid

You made the payment but your order still shows "pending" or you can't download the product. The confirmation time depends on the method you used. Read the section that applies to your case.

Credit or debit card (Stripe) and PayPal

These methods are usually instant. When the payment is processed, the order changes status within seconds.

If your order is still pending after 1-2 minutes:

  1. Reload your order page (don't use the browser's back button; type the URL directly or enter from /shop/my-purchases).
  2. Check in your bank or PayPal account whether the charge has gone through.
    • If you see the charge but EI doesn't show it: there's a temporary communication delay between the processor and our platform. This usually resolves itself within minutes.
    • If you don't see any charge: the payment likely didn't complete. Try the payment process again.

If you see the charge in your statement but more than 15 minutes have passed and the order is still pending, contact us — it may be an error that needs manual review.

SPEI (bank transfer)

SPEI requires you to upload the payment receipt so the system can verify it. Payment isn't confirmed automatically without that step.

  1. Go to your order in /shop/my-purchases.
  2. Upload the photo or screenshot of your bank receipt. See /en/help/articulo/tienda/subir-comprobante if you have questions about how to do it.
  3. The system reviews the receipt automatically. It generally takes between 5 and 30 minutes.
  4. When the payment is valid, the status will change to "Paid" and your download will be available.

If you uploaded the receipt more than 30 minutes ago and it's still in review, write to us.

OXXO (cash payment)

The OXXO process is similar to SPEI: it also requires uploading the receipt from the register.

  1. Keep the printed receipt OXXO gave you.
  2. Upload a clear photo of the receipt from your order in /shop/my-purchases.
  3. The system verifies it automatically. Allow up to 30 minutes.

Make sure the photo is sharp and that the amount and reference code are legible. Blurry photos can delay verification.

Still not working?

If you've waited the indicated times and your order hasn't updated, contact us at /contact. Include in your message:

  • The order number.
  • The payment method you used.
  • A screenshot of the charge or the receipt.

We'll review it and confirm the status promptly.

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