Frequently Asked Questions: data recovery after a failure

After a technical outage, we are working in enhanced mode. Here we have collected answers to the most common questions and instructions for filling out the data recovery form.

08.06.2026

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Package reception is working

Payments are processing

Data is being restored

The service is fully operational — packages are being delivered and accepted at the warehouse, processed and prepared for shipment, operators are waiting for your orders to purchase (it will be free for most stores with the GETITNOW promo code), all shipping promotions are active, and payments are going through without issues.

The warehouse, support, and developers are working overtime and on weekends. Package shipping resumed on June 8 according to the schedule.

We continue restoring data on packages, orders, and balances for users who may not see them after the outage — all this information will gradually appear in your accounts; it will take some time, planned for 3-5 days.

Filling out the form with the questionnaire will help speed up the appearance of data in the personal account.

If you can't log into your personal account, try clearing your browser cache, logging in in incognito mode, or from another browser. Or try logging in from the browser on this page and then log in.

If your STE (account number) has changed, you can leave the new one or request the return of the old one through support — this can be done if no other user is registered on it. If you don't remember your old STE number, you can check it by the address saved for delivery in US online stores.

The balance will be restored within 3-5 days. If you don't want to wait for the balance to be restored to send a package, please top up your account and write to support — we will compensate the funds after the balance is restored.

If your packages could not be sent and charges for paid storage started, please write to support — the charges will be canceled and the money refunded.

If your package was placed for delivery by SuperFast and has already arrived at the warehouse, place it for delivery as FastBox and please write about it in the ticket — we will refund you the difference between the tariffs.

If your packages appeared in the personal account in the "Incoming" section, but were previously set for shipment — please create an outgoing package again.

If after restoration your purchase order number and purchase time differ from the original, check that the correct items are in the order — in this case the number change will not affect anything. The main task is to restore the order for the items so that we can subsequently accept the order into your personal account and you can place it for shipment.

The decision on compensations and discounts will be made after full data restoration.

Operational updates can be found on our Telegram channel and VKontakte page.

Ticket processing may take longer because they contain a lot of information that our operators need to compile for data restoration.

Some conversation history may not have been saved. If you had an open question that remained unanswered, please mention it when filling out the form.

How to fill out the form if something is missing in the personal account

If you see that something is missing in the personal account, please fill out the form. The more details you provide at once, the faster we will restore exactly your data. If you don't have some item at hand, that's fine — provide everything else.

If you don't remember or don't know some information that we request in the form, just put a dash there.

If you have already sent a ticket regarding issues in the personal account, please duplicate the information in the form — this will significantly speed up the restoration process. You can also send all your questions and suggestions via this form.

Fill out the form

Incoming package not visible (which was supposed to arrive at the US warehouse)