What to do if your order is marked as fraud
Our fraud detection system automatically flags certain orders to protect you and our platform. Here is everything you need to know about why this happens and how to resolve it quickly.
Why was my order flagged?
Our system screens every order in real time for suspicious activity. One of the most common triggers is placing an order from a datacentre IP address — the type of address typically associated with VPN services, proxy servers, and cloud-based networks.
Because datacentre IPs are frequently used to mask identity or location during fraudulent purchases, any order originating from one is automatically marked as fraud and placed on hold until it can be reviewed.
What if I need to use a VPN?
We understand that some customers need to use a VPN for privacy or security reasons. In these rare cases, your order will be held for manual review and you will be required to verify your identity before it can be approved.
Required documents
Document 1
Government-issued photo ID
Passport, national ID card, or driving licence. Must clearly show your full name.
Document 2
Recent utility bill
Must be dated within the last 3 months and show the address on your account.
Both documents must match the name and address registered to your account exactly. Mismatches may result in your order being cancelled.
How to submit your documents
- 1Open a support ticket from your client area and reference your order number.
- 2Attach a clear scan or photo of your government-issued photo ID.
- 3Attach your utility bill dated within the last 3 months showing your address.
- 4Our team will review your submission and approve or contact you as soon as possible.
Your privacy matters
We take the security of your personal information seriously. Any documentation you submit is used solely to verify your identity in relation to the flagged order and is never shared with third parties. Once verification is complete, all documents are deleted straight away.