What do I do if the username was wrong or the order never arrived?

How does the order form catch a wrong username?

Aurelstar checked its order form on 13 November 2026: it has 1 recipient field, accepts 5 to 32 characters, and runs 0 account-name lookups before payment. The field is labelled Telegram username, shows @username as a placeholder, and takes letters, digits and underscores, with or without the leading @.

The form stops two kinds of mistake. An empty field returns the message Enter your Telegram username, and a value with a space, a dash or too few characters returns Check your Telegram username: it does not look like one.

It cannot stop the third kind: a valid username that belongs to the wrong person. The line under the field says the account name cannot be shown and asks you to double-check the username before paying. The summary on the right repeats the recipient under the pack, after the word To, so a last look costs one second. Find your Telegram username shows where the exact spelling sits in the Telegram app.

Why can a remembered username send an order to the wrong person?

The checkout fills in the username of your last order of the same product in the same browser, so a gift for a new friend can start with the previous recipient already typed. A small line under the field reads Filled in from your last order, next to a Forget link.

Click Forget, or overwrite the field, whenever the recipient changes. The saved value lives in that browser only; another device or a private window starts empty.

The same care applies when buying for someone else: ask them to copy the username from their profile rather than spelling it aloud, since a single swapped letter can point to a real stranger. Gifting steps are on send Stars to a friend.

What should you check before reporting a missing order?

Check the payment, the order, the username and the recipient, in that order, before writing to support. Each check uses a screen already in the client area and takes under a minute.

1. The payment. Under Billing, Top-ups, the top-up reads Credited. Verifying payment means the network or the check is not finished, and the 24-hour limit has not started.
2. The order. Under Billing, Orders, the order exists and reads Completed or Cancelled · refunded. A cancelled order means the money is already back on the balance.
3. The username. The order page shows the @username it was sent to; compare it letter by letter with the profile.
4. The recipient. Telegram's API documentation describes a service message on a gift, with no accept step; ask the recipient to look for it.

If all four look right and 24 hours have passed since the confirmation, write to support. The timing rules are on when an order is sent.

What if the crypto payment itself went wrong?

Stop, send nothing more, and email support with four details: the coin, the network, the amount and the time of sending. The closed-payment screen asks for exactly those details and adds that the account number must never be part of the message.

Three payment mistakes each have their own answer:

• A different amount. The unique amount is how the payment is matched, so a transfer that arrives short or long can read Not verified. The panel then asks you to check the amount and the network and to contact support if it looks like an error. The payment panel also has a line for a short payment, saying the value received was credited; a person at support confirms what arrived from the reference.
• The wrong network for the right coin. The payment page warns that funds sent on another network cannot be recovered; support can only tell you what the record shows.
• A coin that is not accepted. GRAM (Toncoin), Monero, Lightning, cards and PayPal are not accepted.

The exact-amount rules and the 30-minute hold are explained on top up with crypto.