We verify orders based on the account used to log in.

If you have more than one account, you may have contacted our Help Center using a different account than the one you used to place the order. When this happens, our agents are unable to find your order information to assist you.

Please complete the following steps before reaching out to us:
Log in with the exact account you used to place the order.
Go to My Account > My Orders to confirm your order is listed there.
Open a new case while logged into that specific account.

※ Note: If you cannot find your order under My Orders, you are likely logged into a different account. We recommend checking to see if you have multiple accounts created via Apple, Google, and/or different email addresses.