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NameCrane order stuck in "Pending" after PayPal payment
Hi all,
I hope someone here can help — I recently purchased an email hosting plan from NameCrane (around US$75) and paid with PayPal using my real address and card. The payment appears as Completed in my PayPal account, but the order status on NameCrane is still “Pending”. I’ve opened a support ticket and sent an email, but haven’t heard back yet (I understand time zones and support load may be a factor).
I’d like to be transparent about my situation and intention: because PayPal applied an extra currency conversion/processing fee on top of the listed price, I’d prefer to cancel this PayPal transaction on NameCrane’s side and pay again using Alipay (which is cheaper for me and avoids the double conversion fee). I’m not trying to avoid payment — I just want to avoid the unnecessary conversion costs.
If anyone here has dealt with NameCrane recently (or works there), could you please advise how long PayPal-payments normally take to be activated? Also, if NameCrane staff see this, I would greatly appreciate if you could check my order and either:
Confirm and activate the service if payment is received, or cancel the order and refund the PayPal payment (so I can re-pay via Alipay).
For reference, here are the transaction details I can provide in the ticket/email (I’ll paste actual values when contacting support):
NameCrane order: #Invoice #38859
Payment time (UTC+8 / Singapore): 16:48 PM, Thursday, October 30th, 2025
Tocket: #CRANE-16917
I’m asking for a cancellation & refund only because PayPal’s conversion/processing cost makes the total noticeably higher for me. I’ll happily repay immediately with Alipay once the refund or cancellation is confirmed. I’m sincerely hoping to resolve this without escalations — I value honest, straightforward communication and am grateful for any help.
Thanks in advance for any advice or assistance.
— Dejavu Moe
Comments
Just give it some time.
New orders are generally manually processed to verify against abuse.
Don't worry.
As long as your billing details and account details all match. You should be all good
If you do a chargeback then you will be banned from the service. So don't do that and just wait
New orders get manually reviewed, but Karen's also on vacation and only checking in a couple times a day.
I'll take a run through orders and see if it's an easy approve after handling support queue.
Normally when one opens a thread for a provider, that person may also tag the provider.
@NameCrane / @Francisco
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Does your paypal account email match the email you signed up to namecrane with?
I ask because I did exactly the same, had different emails which caused some flags from their side and required intervention from Karen. They'll want your accounts email to match your paypal ID.
For reference: https://lowendtalk.com/discussion/comment/4138165/#Comment_4138165
Based on the payment time, just be patient until Karen gets online and handles your ticket as I believe she's the only one that handles billing stuff for them.
They also confirmed it can be changed after the chargeback period of paypal. Back to your desired email.
The email address should be the same, and the address and my credit card information should also be the same
Ok, thank you!
@NameCrane / @Francisco
I thought the order was stuck and I just wanted to hurry up and enjoy this service!
Of course, I just did a bit of searching on LowEndTalk and found out that if the customer replies first seems to put the ticket in a new queue before I find out that it doesn't respond, I'm sorry, I did it once.
If the refund will result in the purchase disabled, then please do not ban the order;But if you can please allow me to pay with Alipay again, of course it is better.
I look forward to your service, I can't wait!
I don't wait for Black Friday, the best time to buy is now, and enjoy!
Ah, disregard then.
Just thought it sounded similar to some issue people were having when they launched it and thought it was an easy gotcha that people fell into.
It seems that the order is manually reviewed. Then I'll wait a little longer.
Mike has just helped me deal with it. I'm sorry to let NameCrane deal with this handling fee. I'll use Alipay to buy it again. I look forward to my brand-new email service. Thank you!
My apologies for the delay, glad you're sorted now though.
Turns out that not only is Karen on vacation - she couldn't get online at all today/most of yesterday, so I've gone through and processed all the pending orders.
If anyone else is still waiting on something, just drop a support ticket and ask for the ape. I'm not normally watching the billing queue - but will try to do what I can in there tonight.
Thanks!