Order statuses - what they mean

You can check the status in your order details (the link is in your email), under My account - Orders, or with the Check status button at the top of the page. Type the name of the status you see, and we show what it means and what to do.

Payment statuses

• Submitted The order is created but not paid yet. Open the order details and click Pay.
• Waiting for payment Your payment is being booked. With some methods it takes a bit longer. If it takes several hours, write to us with your order number.
• Payment error / Payment rejected The payment didn't go through. Click Pay again. If it fails again, place a new order with a different payment method.

Delivery statuses

• Paid, waiting for delivery The order is in the queue. The estimated time is in the "New order" email. Log out of the game, the Web App and the Companion App.
• Currently processing Delivery is running. Don't log in to the game or the Web App, and don't change your password or backup codes until it's done.
• Daily coin top-up limit reached, continuation date provided in the notification We deliver a big order in parts. The date of the next part is in the notification. You can play between the parts.
• Delivered The order is finished. If something looks wrong, write in the order message.
• Partly delivered Part of the order is done, and the rest needs another stage or a clarification. Details are in the "New order information" email.

Account details and access statuses

• Not possible to access account, customer is logged in to his account You're logged in to Ultimate Team, so we can't get in. Exit UT to the main menu of the game, and only then turn the game off. Tell us in the order message when you're logged out.
• Invalid e-mail and/or password for EA account We can't log in to your EA account. Check your details in the Web App and fix them in the order details.
• Incorrect backup codes Your backup codes don't work or are used up. Generate 6 new codes and enter them in the order details. How to generate backup codes.
• Wrong platform Your account is on a different platform than the one in the order. Tell us whether you'll give a different account or we should change the delivery platform.
• Incorrect account or fut club doesn't exist on this account The account has no active Ultimate Team club. Log in to the Web App and check that you can see your club in FC 27.

Ultimate Team requirement statuses

• Not enough coins in account to start the order We need at least 2,000 coins on the UT account to start. The fastest way to get there is to quick sell items (kits, balls, club badges). Then reply to our email.
• Unassigned cards You have items waiting to be assigned. Assign them and tell us in the order message.
• Not enough slots on transfer list available Free up at least 5 slots and let us know.
• Transfer Market locked on WebApp The account has no access to the market. Log in to the Web App every day and play UT - the market usually unlocks after a few days. Your order doesn't expire. How to unlock the transfer market.

Other statuses

• Waiting for verification We got new information from you and we're checking it. You'll get the answer in the next email.
• Order can't be delivered An unusual problem came up. You'll get the explanation in the "New order information" email - answer with the Reply button.
• Rejected / Cancelled The order was cancelled, most often at the customer's request. For a refund, reply to the last email about the order.

FAQ