Articles on: Troubleshooting

My pre-order did not unlock access

A successful pre-order can grant Pro access and beta access after Stripe confirms the payment and eclean fulfills the order.


If your access did not unlock right away, the payment may still be processing or you may be signed into a different account.


What to check first


  1. Check whether Stripe sent a receipt or checkout confirmation.
  2. Log in to your eclean Billing tab with the same account used during checkout.
  3. Check Current Plan, Beta Access Status, and Billing History.
  4. If the order is recent, wait a moment and refresh the page.
  5. Restart the desktop app or sign out and back in.


Common causes


  • Payment is still pending or processing.
  • The bank or payment method requires extra confirmation.
  • Checkout was abandoned before completion.
  • The pre-order was completed with a different email address.
  • The desktop app has not refreshed account state yet.


Do not send full card numbers to support. Your account email and a safe receipt or checkout reference are enough.

Updated on: 07/04/2026

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