We apologize, but your recent order did not pass our automated anti-fraud measures. Please read this message fully for assistance in completing your order, so you can avoid some common mistakes that would result in your order not being processed by our system. If you have any questions, please respond to this ticket. Please do not re-order without resolving one of these "common errors" or contacting us first.
Issues You May Be Facing Are you masking your IP? We require an unmasked IP to properly process payments and avoid fraudulent payments. Please turn your proxy/VPN off if possible, or provide a photo ID to verify your identity & billing address. We do respect your privacy, so if you want to mask your IP address and do not want to provide documentation, you can contact us to make a deposit using Bitcoin instead.
Are you travelling? Unfortunately, if you are travelling, your order appears as high risk to our system. Please reply to this ticket with travel documentation and/or photo identification. When providing photo identification or documentation, please provide a clear copy as well as a copy with you holding up a message near the documentation signifying that the documentation is "For use by VirMach". We respect your privacy; if you’d prefer, you can also select a different payment of method such as Bitcoin and avoid providing documentation.
Are you sure you’ve entered your address correctly? If you’re not travelling, and are not masking your IP address, have you made sure your address is correct in our system? A quick way of ensuring you entered your address correctly is copying your address on file with us, and pasting it on a service such as Google Maps. If there’s an error looking up the address, chances are that you have inputted your address incorrectly which causes an error in our system. To complete your order, rectify the error, clear your cookies, and place a new order.
If it’s none of the above, our system still believes that this order may be fraud. Please respond to this ticket so we can have an agent take a look and see what’s wrong. We apologize for the wait. Please have a picture of your photo ID, held up next to a message stating it’s for verification purposes on VirMach, handy to speed up the process, if it becomes necessary. Please feel free to explain why you think you may be being flagged by our system if you know the reason.
Is our system making a mistake? This is completely possible. If you believe that our system is cancelling your order in error, please reply to this ticket with more information. We do apologize for the inconvenience, but sometimes our automated system does make mistakes. In these cases, one of our support agents can step in and make sure you can complete your order.
