ORDER ON HOLD

Let's confirm your order is really yours

Your order is paused while we check a couple of details. This is a routine check that our payment processor asks for on some orders. It is not an accusation, and for most people it takes under ten minutes.

Your secure link is in your email We send a one time link to the email address on the order. It is not on this page, and nobody can give it to you over the phone or in a chat. If you cannot find it, check your spam folder or contact us below and we will resend it.

Why your order was flagged

Almost always for an ordinary reason. The billing address does not exactly match what the bank has on file, it is a first order shipping to a new address, the card was issued in a different state, or the delivery address is a workplace. Our machines are expensive, so the checks are strict. We would rather ask you a question than cancel an order that was perfectly real.

Before you send anything, make sure it is really us

People do impersonate VoroMotors. Use this list to check any message you receive, from us or from anyone else.

  • We will never ask for your full card number, your CVV, your PIN, or any password.
  • We will never ask you to pay a fee to release an order.
  • We will never ask for gift cards, crypto, or a bank transfer to verify you.
  • We will never ask for a photo of your card. Not the front, not the back.
  • We only collect documents through the one time link we email you, which opens on our verification partner's own website. If a message sends you anywhere else, it is not from us.

If anything feels wrong, stop and contact us directly at support@voromotors.com or 323-922-3329. You can also read our notice about fake websites impersonating VoroMotors.

What you will need

What we ask for
  • A government issued photo ID: driver's license, state ID, or passport.
  • A quick selfie, so our partner can check the ID belongs to you.
  • Only if your billing address needs confirming, one document showing that address, such as a bank statement or a utility bill. Hide the transaction details and the balance. We only read the name and the address.
What we never need
  • A photo of your credit or debit card.
  • Your CVV, your PIN, or your online banking login.
  • Your social security number.
  • Any payment. Verification is free and your order total does not change.

What happens to your documents

Your ID goes to our verification partner, not into our support inbox. We receive the result: your name, the address, and whether they matched your order. A person on our team makes the final call, never software on its own. The images are deleted once the decision is recorded, and we keep only the outcome and the date.

If you would rather not verify, that is completely fine. Reply to us and we will cancel the order and refund it in full. There is no penalty and no restocking fee.

Common questions

How long does this take, and when will my order ship?

The verification itself is usually under ten minutes. We review during business hours, and your order goes back in the queue as soon as it clears. If your item is in stock, being held for a day does not normally change your delivery week.

Do I have to show my credit card?

No, and you should refuse if anyone claiming to be us asks. We can already see the last four digits on the order. A photograph of a card proves nothing, because anyone holding the card can take one, and it puts your card details somewhere they should never be.

I do not have a utility bill in my name

That is common, and there are other options. A bank or credit card statement, an insurance document, a lease, a pay stub, or a government letter all work. It only needs to show your name and the address, and it should be from the last three months. If you live with family or rent a room, contact us and we will find another way.

Is this email really from VoroMotors?

Check it against the list higher up this page. The short version: we never want your card number, your CVV, a password, or a payment. If the message you received asks for any of those, it is not us. When in doubt, ignore the message and call us on 323-922-3329.

Who sees my ID?

Our verification partner processes it, and a small number of trained people on our team see the result. We do not sell it, we do not use it for marketing, and it is not attached to your customer account.

My name or address on the ID does not match my order

This happens often and it is usually fine. People move, get married, or ship to a partner or a workplace. Finish the verification anyway and add a note explaining it, or contact us first and we will tell you what we need.

Still stuck, or something does not feel right?

Email support@voromotors.com or call 323-922-3329 and mention your order number. A real person will pick this up.