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Your order was delivered through Keysender, which is why the email or Access Page link came from our domain. Keysender is the delivery platform the seller used, like the postal service, not always the shop that sold it. If you were asked for additional information, the order is on hold until it is verified; your payment is safe.
TL;DR
If you were asked for additional information, your order needs to be verified before the product is delivered. The request confirms that the order was placed by the authorized cardholder, which protects you and the seller. Your order is on hold until verification is complete. You have not been scammed, and your payment is safe.
If you are not comfortable submitting this information, contact the seller through the platform where you bought the order, such as eBay, Shopify, or WooCommerce.
The information is used only to verify your order. It is not shared or used for any other purpose. Once verification is complete, your product is delivered. If it still has not arrived once verification clears, see Finding your digital product if it has not arrived.
| Symptom | Cause | Action |
|---|---|---|
| You are worried this is a scam | An unfamiliar step in an otherwise normal purchase | This is a standard fraud check; your payment is already safe and no extra charge is involved |
| You do not want to submit an ID photo | A reasonable privacy concern | Contact the seller directly instead; see Getting help if your digital product is not working for how to reach them |
| You submitted the information but nothing has been delivered yet | Verification is still being reviewed | Wait a reasonable time, then submit a claim from the Access Page |
Submit a claim from the Access Page.
Your order needs to be verified before the product is delivered. The request confirms that the order was placed by the authorized cardholder, which protects you and the seller. Your order is on hold until verification is complete. You have not been scammed, and your payment is safe.
Open the request from your delivery email or the Access Page, then add a selfie holding your ID and a photo of your ID that shows your name, address, and country. Submit only what is requested, and do not share other confidential documents.
The information is used only to verify your order. It is not shared or used for any other purpose. Once verification is complete, your product is delivered. If you are not comfortable submitting it, contact the seller through the platform where you bought the order.
