If your order shows as On Hold in our system, it means we received your order but the payment couldn’t be matched automatically. This happens most often when something in the e-Transfer doesn’t line up with the order details.
Common reasons an order is On Hold
No order number included in the e-Transfer description/reference field.
An incorrect order number included.
The transferred amount was different from the order total.
The e-Transfer was sent to the wrong email address (payment will also show as Pending in your bank).
Your bank has temporarily placed a hold on the transfer (also shows as Pending in your bank).
What you can do
First, confirm the basics:
✅ The order number in your transfer matches the order you placed.
✅ The amount you sent equals your order total.
✅ You used the email address provided at checkout.
If all three are correct, the next step is to contact your bank. In most cases, they’re holding the transfer temporarily for manual review. This is common and usually clears within a few hours (up to 1–2 business days). If you don't want to wait, you can:
Ask them to release the transfer immediately (which they will usually do).
Ask them to cancel it so you can resend (which they will always do).
It's highly unusual for 2 consecutive transfers to the same email address to be held for review, so your second transfer should sail through.
What if I sent the payment to the wrong email?
Ask your bank to cancel the transfer and resend it to the correct email provided at checkout.
What if I made a mistake with the order number or order value?
Don’t worry - as long as the email address is correct, we’ll still receive the payment. Just contact us with your details, ask to speak to a human agent, and they can begin the manual match process. Manual matching will result in delays - your patience is appreciated.