If your order shows On Hold, it means the order has been temporarily stopped and will not continue to production until the reason for the hold is resolved.
There are several reasons an order may be placed on hold:
Auto-hold is enabled
Shipping or address information needs to be corrected
Phone number or email address is missing or invalid
Payment or billing issues
Other issues requiring review
First, check the reason for the hold. The steps to release the order depend on why it was placed on hold.
1. Auto-hold is enabled
Subliminator allows you to automatically place orders on hold.
If your Auto-hold orders setting is enabled, incoming orders will be placed on hold until you manually release them.
For example:
Order SBL5875357 is on hold because the Auto-hold orders setting is activated.
What should I do?
If you intentionally use auto-hold:
Review the order.
Make sure everything is correct.
Release the order when you're ready for it to continue to production.
Important: Orders that remain on hold will not proceed normally to production and may experience fulfillment delays.
2. Shipping or address information needs attention
An order may be placed on hold when the shipping information cannot be processed correctly.
Check that the following information is complete and accurate:
Recipient's full name
Street address
Apartment/unit number
City
State/province/region
Postal/ZIP code
Country
Phone number
Email address
Phone number and email address
Some destinations and shipping carriers require both a valid phone number and email address.
The phone number may also need to follow the format required by the destination country.
For example, an invalid or missing phone number can prevent a shipping label from being prepared.
What should I do?
Step 1: Check the customer's shipping information.
Step 2: Correct any missing or invalid information.
Step 3: Check the order again.
If the order is still on hold after you've corrected the information, contact Subliminator Support.
3. Payment or billing issue
An order may also be affected by a payment or billing problem.
Check that your payment method is:
Valid
Up to date
Not expired
Able to process the required payment
If you've resolved the payment issue but the order is still on hold, contact Support.
How do I release an order?
If you placed the order on hold
Review the order and remove the hold when you're ready for it to continue processing.
If the hold is caused by shipping information
Update the missing or incorrect information first.
If the Remove Hold button is greyed out or unavailable, contact Support. Some holds need to be removed manually by our team.
If the hold is related to payment
Resolve the payment or billing issue first.
If the order remains on hold afterward, contact Support.
What should I send Support?
To help us resolve the issue quickly, provide:
Order number — for example,
SBL1234567Reason for contacting us
Updated customer information, if applicable
Screenshots, if available
For example:
Order: SBL1234567
Issue: Order is still on hold after updating the customer's phone number.
Phone: +45 XXXXXXXX
Email: [email protected]
How can I prevent orders from going on hold?
Before submitting or fulfilling an order:
Check your Auto-hold settings.
Make sure customer shipping information is complete.
Collect a valid phone number and email address where required.
Check that the address follows the destination country's requirements.
Keep your payment method up to date.
Regularly check your Orders section for orders marked On Hold.
Frequently Asked Questions
Will an order automatically continue to production?
Will an order automatically continue to production?
Not always. The reason for the hold may need to be resolved before the order can continue.
Why is the "Remove Hold" button greyed out?
Why is the "Remove Hold" button greyed out?
Some holds need to be reviewed or removed manually by Support.
If you've corrected the issue and the button is still unavailable, contact us.
I added the customer's phone number. Why is the order still on hold?
I added the customer's phone number. Why is the order still on hold?
Make sure the customer's email address and other shipping information are also correct.
If the order remains on hold, contact Support so we can review it.
Can I intentionally keep an order on hold?
Can I intentionally keep an order on hold?
Yes. You can use the hold functionality when you need to temporarily stop an order.
However, remember to release the order when you're ready for production to continue.
What happens if I don't release an order?
What happens if I don't release an order?
The order remains on hold and will not proceed normally to production. This can delay fulfillment and delivery.
Need help?
If you've corrected the relevant information but your order is still on hold, contact Subliminator Support.
Please include your order number, a short description of the issue, and any relevant screenshots.
We'll review the order and let you know what needs to be done next.
Sources
Put orders on hold — Covers automatic order holds at the product and shop level.
How can I check the status of an order? — Explains the different order statuses, including On Hold and Error.
When will I be charged? — Covers billing problems and orders being placed on hold when a card charge fails.
How to Contact Support About a Customer's Order — Provides guidance on contacting Support about an order and what information to include. Subliminator Help Center
How do I get in touch with Subliminator support? — Covers available Support channels.