An order stays Pending until payment is confirmed. If you have paid and still see Pending, or you did not receive the welcome email, check the invoice and your spam folder first.
Overview
A new order goes through three stages: ordered (Pending), paid, and active. Only an Active service has a cPanel account and a welcome email with your login details.
Why it happens
- The invoice was not paid, or the payment has not been matched yet.
- The email address on the order has a typo, or the email is in spam.
- The order needs a detail from you, such as a domain name for email or hosting.
What it means
Pending is not an error, it just means the order has not finished. Paying the invoice or sending the missing detail completes it.
How to fix it
- In the client area open Services and check the status of the order.
- Open Invoices. Pay any Unpaid invoice for the order.
- Look for the welcome email in your inbox, spam and promotions folders.
- You can also find your service details under My Services in the client area.
- Still pending after payment and 10 minutes? Open a ticket with the order number.
Still need help? Get support
Open a support ticket
A ticket is the best way to get this fixed: it keeps your details, and we reply in the ticket.
Prefer to talk? Call 0758 309 999 (fastest line). If that line is busy, call 0753 930 000 (longer wait).
Related articles
- I Paid but My Hosting Account Is Not Active: What to Do
- Hosting, Payments and Account Help: Start Here (SakuraHost)
- Cannot Log In to cPanel: Find Your Details or Reset the Password
- How to Access cPanel for the First Time
Frequently asked questions
Where are my cPanel login details?
In the welcome email and in the service details in the client area. See cPanel login problems.
Can I change the domain on a pending order?
Yes. Tell us in a ticket before the order is activated.
Written by Jumbe Nylon, Founder & CTO, SakuraHost. Updated October 2026.