> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digitalfyre.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Flagged Orders

<Card title="If your order is flagged" type="warning" horizontal>
  **Do not place a new order**. Submitting a second order will trigger another flag and further delay your account. [**Contact us first**](https://console.digitalfyre.com/submitticket.php?step=2\&deptid=5).
</Card>

Orders are occasionally flagged by our fraud screening systems (MaxMind, Stripe, or PayPal) during checkout. This doesn't necessarily mean anything is wrong — but it does mean we need to verify your order before it can be activated.

## What you need to do

**Contact the Sales & Billing department** to have your order reviewed manually. You can reach us via:

* [Support Ticket](https://console.digitalfyre.com/submitticket.php?step=2\&deptid=5) — Sales & Billing department

Before reaching out, make sure your account has **accurate, up-to-date information**:

* Full legal name
* Current billing address
  * Address
  * City
  * State/Province
  * Zip/Postal Code
* Valid phone number

<Note>
  **Using a VPN or proxy?** Orders placed through proxy or VPN IP addresses are a common trigger for flags. Make sure your account address reflects your **real billing address**, not your proxy or VPN location. This is especially important for customers located in China.
</Note>

## About the charge on your card

If you see a charge on your card after a flagged order, **we did not receive your payment.** What you're seeing is an **authorization hold** placed by your bank or card issuer — not a completed transaction.

<CardGroup cols={2}>
  <Card title="Authorization Hold" icon="clock">
    Your bank/card issuer placed a temporary hold on the funds. This will be **automatically reversed within 3–5 business days, with no action required** on your part.
  </Card>

  <Card title="Hold Still There After 5 Days?" icon="phone">
    Contact your bank directly and ask them to release the authorization hold. If they're unresponsive, **let us know,** and we'll provide documentation to assist.
  </Card>
</CardGroup>

<Info>
  DigitalFyre does not control how quickly your bank releases authorization holds. Most banks process reversals within 3–5 business days, but timelines can vary.
</Info>