A seller’s delivery update does not replace your own check. If you cannot find the purchased item or service, investigate the expected delivery location and explain the issue promptly.
Check where delivery should appear
Open the purchase and read the offer and order messages.
For an account, check the delivered login details and any access instructions.
If you bought with auto-delivery, select Delivery info in the order chat, then check the Delivery tab for the account information.
For manual delivery, check the order chat. The seller sends the account login details and access instructions there.
For currency or items, check the agreed character, server, mailbox or trade destination.
For a top-up, check the player ID and the balance or content that should change.
For a service, compare the completed work with the agreed scope.
Only use the delivery method actually agreed for your order. The offer shows its delivery speed and delivery method; compare these with the instructions and messages for your purchase.
Contact the seller in the order chat
Say exactly what is missing and what you checked. Ask the seller to explain the delivery time and destination. Keep the discussion on Playhub.
Report the unresolved issue
If delivery is still missing, use the report option available for the order or contact support. Include the order reference, current status and relevant evidence.
Open the Contact Us page and select Open Chat in the Live Chat card. In the messenger, select Send us a message and explain what is missing and what you have already checked.
Do not confirm receipt simply to clear a notification or because someone promises to deliver afterward.
If the order already moved to another status
Contact support with the current status and explain when you first noticed the issue. The options available can depend on the order stage and applicable rules.
See What evidence should I provide? for examples that help support investigate.
Check the Acceptance and warranty deadlines
The published Order Warranty and Disputes policy gives you 48 hours (2 days) to check an order in Acceptance. If you take no action, it moves automatically to Finished. Contact support promptly when delivery is missing; do not wait for that transition.
Finished does not by itself mean that reporting a problem is impossible. The same policy contains the additional warranty periods by product type and explains how to contact support about a Finished order.