# I paid but did not get my voucher

If payment succeeded but the voucher could not be issued, checkout shows a recovery state with your order reference rather than a false success. Keep that reference and contact support. You have not been charged twice and the payment is not lost.

Source: https://fidella.app/help/customers/i-paid-but-did-not-get-my-voucher
Last reviewed: 2026-08-30

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This is a deliberate state rather than an error page, and the distinction
matters.

## Why you are not told it worked

Payment succeeding and a voucher being issued are two steps. If the second does
not finish, telling you it worked would be a lie you discover at a counter. The
recovery state is the honest version.

## The order reference is the key

It is what lets support find the payment and finish the job.