TABLE OF CONTENTS

• How to check your order status
• Checking through the Order Statuts page
• Checking your order status through Customer Panel
• When will I receive my login details?
• What's the 'Verification Needed' order status?

After purchasing a Contabo product, you can track your order status at any time using our Order Status page.

This page provides real-time updates about your order progress, including whether it is being provisioned, pending verification, or ready.

How to check your order status

Checking through the Order Statuts page

1. Open the Order Status page.
2. Enter the following details:
   • Email address - Use the same email address you entered when completing your purchase.
   • Order ID - This was sent to you via email immediately after your purchase confirmation.
3. Click Submit to view the current status of your order.

Note:
On the Order Status page (see screenshot), you will find two required input fields:

• Email Address
• Order ID

Both fields must match the details used during checkout.

If you cannot find your Order ID, please check your purchase confirmation email.

Provisioning times may vary depending on:

• Product type
• Current demand
• Verification requirements

Checking your order status through Customer Panel

If your order payment failed or has not been completed yet, you can also review it in the Unpaid Orders section of the Customer Panel. This section shows orders that could not be provisioned due to pending or failed payment.

From this page you can:

• Check the payment status of your order
• View the reason for the failed payment
• Retry the payment
• Cancel the order if you no longer wish to proceed

If your payment is successfully completed, the order will be processed and provisioned.

When will I receive my login details?

Once your order has been successfully provisioned, you will receive an email with the subject line:

"Your login data!"

This email contains your server access details.

Important:

• The email is sent only to the address used during checkout.
• Please check your spam/junk folder if you do not see it in your inbox.
  
  

If you have not received this email yet, please check your Order Status page for updates.

What's the 'Verification Needed' order status?

Contabo is legally required to perform customer data verification for your orders. In some cases, your order status may be: Verification Needed. If that's the case, manual verification via email is required.

This means:

• You will receive an email requesting additional information.
• Your order cannot be provisioned until verification is completed.

What to do next:

1. Open the verification request

You will receive an email titled '[Action required] Contabo Order ID XXXX: Mandatory verification' requesting additional information. Make sure to also check your spam folder.

2. Reply to the email

Please reply directly to the email. Provide the requested information as instructed. This information includes:

• First Name:
• Last Name:
• Address:
• City:
• ZIP Code:
  
• Country:
• Telephone Number:
• A proof of address. This could be:
  • A scan of your passport, driving license, or national identity card.
  • A scan of your telephone, electricity, or any other utility bill as long as it contains your name and your address.
    
    

If possible, please send all scans as an attachment to your email in one of the following formats: jpg, jpeg, png, gif, pdf, log, or txt.

Replying promptly will help us process your order as quickly as possible. Why do I need to verify my purchase?