Work through the checks
- Find the merchant reference, date, USD amount and selected term.
- Check whether you have a settled receipt or only a payment attempt.
- Send the reference through the verified contact route.
- Ask for written confirmation of the account term and activation status.
The order enquiry page cannot verify a bank transaction or mark an account paid.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.