If you haven't received your order confirmation email, here are a few things worth checking:
1. Check your spam and promotions folders
Our confirmation email can sometimes end up there. If you find it, mark it as 'Not Spam' and add service@info.polarsteps.com and hello@mails.polarsteps.com to your contacts so future emails arrive safely in your inbox.
2. Verify which email address you used
Make sure you're checking the email address linked to your Polarsteps account. To check which email address is linked to your account: open the Polarsteps app → settings → account → email address.
Tip! Please also have a look at this article: There's an unfamiliar email address in the checkout screen/my profile settings
3. Check your app notifications
If 'Travel Book Status' notifications were enabled when you placed your order, and your order was successful, you should also see a notification about your order in the app.
Open the settings menu → notifications → Travel Book status (make sure this option is enabled).
4. Check your bank statement
Verify whether the payment has been deducted from your account. If the payment has not been deducted, your order may not have been completed successfully.
Please note that some card payments may initially appear as a temporary authorization hold or can take a little longer to show on your statement, depending on your bank or card provider.
Not sure whether your order went through? Please contact the Support team before placing a new order, so we can help you avoid duplicate orders or charges.
5. Still can't find your order confirmation?
Get in touch with our support team by submitting a request.
When you fill out the contact form, please include:
- Your full name
- The link to your trip (open your trip → menu → share this trip)
- The email address linked to your Polarsteps account
- The date you ordered your Travel Book
- Proof of payment
Providing these details will help us look into the status of your order as quickly as possible.