What does 'Payment was not completed' mean?
It means no completed payment was recorded for that attempt, so no report was generated and no credit created. A paid order never shows this message.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
It means our records show no completed payment for that checkout attempt, so no report was generated and, on a pack, no report credit was created. The page shows this heading when the order's public status is 'failed', which comes from a declined, cancelled or abandoned payment. An order that was actually paid never shows this wording.
- Nothing was produced and nothing was consumed: no report, no credit, no access.
- A paid order whose report later runs into trouble is shown separately as a manual review, never as a failed payment.
- If your bank shows a charge for this attempt, that is exactly the case the refund policy asks you to report.
Where the wording comes from
The order page prints 'Payment was not completed' with the line 'No report was generated for this payment attempt.' It appears when the order's public status resolves to failed, which happens for a payment that failed, a checkout that failed, or a checkout that was cancelled. On a pack order the credits panel says the same thing: 'Payment not completed — No report credit was created for this checkout attempt.'
It is deliberately kept apart from a paid order that needs a check
The code that decides this status has a rule written into it: a paid order whose fulfillment failed must never read as 'failed', because the customer was charged. That case is reported as a manual review, with the heading 'Your payment is secure — we are checking the report'. So if you are reading 'Payment was not completed', your order is not in the paid-but-stuck category.
If you want the report, start a new check and a new checkout; nothing carries over from the failed attempt. If your card statement disagrees with this page, contact support with your order reference rather than paying again — the refund policy treats duplicate charges and non-delivery as eligible for review.
What this does not cover
- The page cannot tell you why the payment provider declined or cancelled the attempt; that reason stays with your bank or the payment provider.
- This message reflects what our server recorded, not what your card app displays.
- We cannot promise a refund outcome — the policy describes a review, not a guaranteed result.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Does a failed attempt use up one of my pack credits?
No. No credit was created for that checkout attempt at all, so there is nothing to consume. Credits only exist once a payment has been confirmed server-side.
Can I just try the checkout again?
Yes. Run the VIN check again and start a new checkout. The failed order stays in the record as a failed attempt and does not block a new purchase.
My bank shows a charge but the page says this. What now?
Contact support through the contact page with the checkout email, the order reference and the last six characters of the VIN. Do not send full card details. Being charged for an order that produced nothing is an eligible request for review.