Billing and packages: verify the order before retrying payment
Use the steps below for a failed checkout, pending package, duplicate charge, cancellation or refund review. Never place complete card data in a support request.
Resolve the most common cases
- 1
Check the account and order
Sign in with the purchasing employer email. Record the package name, checkout date, currency, order or transaction reference and current package status.
- 2
Do not repeat a pending payment
If checkout returned an error or the package remains pending, check the payment-provider message and your bank before trying again. Repeated attempts can create duplicate authorizations.
- 3
Confirm whether service started
Check whether a job, feature period, subscription or other paid entitlement was activated. This information is required for cancellation and refund review.
- 4
Submit a redacted billing request
Provide the account email, order reference, date, amount, currency and a screenshot with full card and bank details hidden. Choose Billing and packages.
Failed checkout
Confirm billing details, available funds and any bank authentication prompt. If the provider shows a decline, contact the bank; WorkinVirtual cannot override an issuer decline.
Package still pending
Do not purchase again until support checks whether payment succeeded but entitlement activation failed. Include the order reference and exact account email.
Duplicate or unfamiliar charge
Check receipts and pending authorizations first. If two completed charges remain or the payment is unknown, contact support promptly and your card issuer when fraud is suspected.