How to find a missing order confirmation email

If you placed an order in our online shop and did not receive a confirmation email, here’s what to do next.

What to expect after placing an order

Confirmation emails usually arrive within a few minutes of completing checkout. However, processing times vary depending on the payment method and account verification status.

If you paid by credit card

When you pay by credit card, debit card, or bank transfer, your financial institution may mark the funds as "pending" before fully transferring them. Because Fairphone’s system triggers confirmation emails only after a payment officially clears, a pending status will temporarily pause the confirmation email.

If you paid with PayPal

PayPal payments can take up to two hours to clear and trigger your confirmation email. These delays occur for a few standard reasons:

• System sync: It takes time for PayPal's servers to communicate with our store database and confirm that funds have cleared.
• Security checks: PayPal frequently places temporary holds on transactions to complete standard anti-fraud checks.
• eChecks: If your PayPal account connects directly to a bank account without a backup payment card, PayPal processes the transaction as an eCheck, which takes longer to finalize.

What to check before reaching out

If two hours have passed, your bank shows the charge is no longer processing, and you still do not see your confirmation email, work through these initial checks:

• Search your spam and junk folders: Check your spam, junk, or promotional email folders for messages sent from Fairphone.
• Check your account order history: Log in to your Fairphone account (if you completed checkout while logged in) and view your order history to confirm the purchase status.
• Revisit your browser history: Check your web browser history to locate the checkout success page. You can often recover your order number directly from the saved page title or URL.
• Verify your email address for typos: A small typo during checkout is a frequent cause of missing confirmation emails.

How and when to contact our support team

Please contact our support team if you have completed the above steps.

To help us resolve this quickly, please have the following information ready when you reach out:

• Proof of payment showing the posted transaction from your bank or card provider
• Your order number (if recovered from your browser history)
• The exact full name and email address entered at checkout

Still need help?

If you still require assistance, reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.