My Order Isn't Showing Up or Didn't Go Through
If your order doesn't appear in your account, or if it appears to have not been submitted correctly, here are the most common causes and what to do next.
Check Your Patient Portal First
Log into your portal at app.startverge.com and check your orders section. Your order should appear there after checkout is completed. If you see your order but it's in an unexpected status, see the article on Understanding Your Order Status.
Common Reasons an Order Doesn't Appear
Checkout Was Not Completed
An order is only created when checkout is fully completed—including entering payment information and confirming the order. If you stopped partway through checkout (e.g., the page timed out or you closed the browser), the order may not have been placed. Attempt checkout again and check whether a new order appears in your portal.
Logged Into the Wrong Account
Check that you're logged into the correct email address. If you've used multiple email addresses with Verge, your order might appear under a different account.
Payment Wasn't Processed
If your payment was declined, the order may not have been submitted. Check your email for any payment failure notifications, and verify that your card information is current in your account settings.
Pending Authorization Showing as a Charge
If checkout went through but you're seeing a charge you didn't expect, note that a temporary authorization hold is placed at checkout before provider approval. This is not a completed charge—it's a hold to reserve funds. Once your provider reviews your case, the hold either converts to a charge (if approved) or releases automatically (if not approved). The order itself would still appear in your portal.
What to Do If the Issue Persists
If you completed checkout and your order still doesn't appear in your portal after a few minutes, contact customer support:
Email: [email protected]
Chat bubble on the website
Include the email address you used at checkout, the date and approximate time you placed the order, and any confirmation number or email you received.
If You See a Duplicate Order
Sometimes customers accidentally place the same order twice. If you notice a duplicate in your portal, contact support immediately. In most cases, the duplicate can be cancelled before processing begins. Include both order numbers when you reach out.