Payment pending after checkout

After you pay, Esano waits for Stripe to confirm the payment before it unlocks your files. This usually takes a few seconds.

What you see while you wait

When Stripe sends you back to Esano, the Purchases and reviews page shows: "We're confirming your payment with Stripe. Your files will appear here in a few seconds."

You don't need to do anything. The page refreshes itself every couple of seconds for about 30 seconds. When the payment is confirmed, the message changes to "Payment received. Your files are ready to download." and your items appear.

If your files haven't appeared

1. Wait a minute, then reload the page.
2. Open your account menu and select Purchases and reviews.
3. Look for the order under its shop's name. Orders are numbered like E-10482.
4. Check your email for a message with the subject "Your Esano receipt for order E-…". See find your order number and receipt.

Your files are ready to download as soon as the payment is confirmed. See download files you bought for the next step.

Why payment can take longer

Esano completes the order after checking the payment itself. In some cases the payment is not completed at all:

• The card was not issued in the US. Esano cancels the payment and doesn't unlock any files. See payment methods and currency.
• The checkout was never finished. If you close the Stripe payment page without paying, nothing is charged and no order is created in your purchases.
• The checkout expired. Each payment page stays open for about an hour. After that, select Check out again.

When to contact support

Contact Esano support if you were charged but the order is still missing from Purchases and reviews after several minutes. Include the email address on your Esano account, the date and time you paid, and the amount, so support can look up the payment.

For payments that don't go through at all, read payment declined or failed. If you paid but never got your files, see I never received my files. If you paid twice for the same order, see I was charged twice.