I paid, I can't see my order
Telling a wait from a real problem.
In most cases this isn't a lost order: it's a payment your operator hasn't confirmed yet.
Check in this order
Look in My purchases
Profile → ⚙️ → "Profile and content" → "My purchases". The order may well be there, in the Payment in progress state. See Where to find my orders.
Look at your notifications
The Commerce domain announces "Your payment has been confirmed" as soon as the operator answers. If that domain is switched off, you won't see anything go by: see Managing your notifications.
Look at your operator's SMS
That's what tells you whether the amount was actually debited.
The two cases
| What you're seeing | What it means |
|---|---|
| The screen said "No amount has been debited" | Nothing was taken. There's nothing to refund: make the purchase again |
| Your operator charged you, but no order appears | This is the case to report to us |
Don't buy twice in a hurry
A "pending" payment can still complete. Redoing the purchase straight away exposes you to being charged twice.
Writing to us
support@friym.com, with:
- your order number, if the screen showed you one;
- the time of the payment;
- the Mobile Money number used and the operator;
- the operator's SMS, if you have it.
Updated on September 14, 2026
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