Your purchase has not arrived

First, the reassuring part: if the payment went through, the entitlement exists. It is recorded the moment the payment is confirmed, and it does not
disappear because a delivery had trouble. Nothing is lost here, whatever the
game currently shows.

1. Give it a minute#

Delivery is not instantaneous, and it is not supposed to be. The game server
fetches what is waiting rather than being pushed to — the reason why is in
How delivery works, and it is a security
decision rather than an oversight.

So a short wait is normal. An hour is not.

2. Check the state#

Account → Ranks shows every entitlement and where
its delivery is:

• Queued — waiting. Normal.
• Running — being executed right now.
• Retry — one attempt failed, another is coming. Also normal; the usual

cause is the game server restarting.

• Failed — it gave up. Go to step 4.

If you bought as a guest, use the order page at
/ggnetwork/checkout/<order number> instead.

3. Check the name — this is the one#

By far the most common cause: the goods went to a name that is not yours.

Look at what you entered at checkout and compare it to your Minecraft name
character by character. The pairs that catch people:

• 0 (zero) against O (letter)
• 1 (one) against l (lowercase L) against I (uppercase i)
• underscores in the wrong place, or missing
• a name you changed since buying

If the name was wrong, say so with your order number. It can be corrected —
but only for deliveries that have not run yet. Something already delivered
to a real player's name is with that player, and there is no way to take it
back.

4. Ask, with the right information#

Post in the help category or on Discord with:

• your order number (fourteen characters),
• the Minecraft name you entered,
• what you bought,
• when,
• the state shown in step 2.

With those five things this is usually resolved in one reply. Without the order
number it is a conversation about which order you mean.

The case where nothing was even attempted#

Occasionally an entitlement sits there with no delivery job at all. That is not
a stuck queue — it means the command could not be built, almost always because
the Minecraft name is unusable.

That is deliberate. The alternative would be to guess, burn five delivery
attempts on a guess, and end as failed while you waited. Instead it stays
visibly open and a human fixes the name.

Same fix as step 3: send the correct name and the order number.