Tile has partnered with Scalefast to bring you a seamless checkout experience. For questions or to learn how to manage your Scalefast orders and payment information, keep reading below.

Verify Your Order

Verifying your order is a one-time request and you will not be required to do it again for future orders.  During processing, some orders may be flagged for further verification mainly because our systems might have noticed something unusual in the transaction.

Step 1: Request the verification code to be sent to your mobile phone via SMS. Complete the verification steps.

Step 2: If your order requires further verification, you will receive an email with subject line “Your order is awaiting confirmation” while our Payment and Billing team continue to look into it. They will check your order and send you an email requesting more information if needed.

Step 3: Additional information is needed to validate your order.

This is most likely due to (but not limited to) unclear personal information (using an unusual name / address etc), high purchase amount, a payment method considered risky by payment services, repetitive purchasing, or purchasing from a country that's different from where the payment method is registered. 

We will request a form of ID. If you do not want to provide either a photo of your card or your ID, contact our Customer Care team and provide an explanation as to why you want to purchase this product. We will gladly validate the order for you.

If you want to track the status of your order and you signed up for My Orders, log in to My Orders and select 'Order History'.   You will be able to see your order, but its status will be 'Pending Validation' until it has been approved.

SMS Confirmation

Once you have gone through the last stage of your order process and you select Order Now, a confirmation message appears stating that your payment option has been approved. If your order has to be verified via our Mobile SMS verification system, a message will pop up, prompting verification.

Select the link to open the SMS verification interface. Be sure to select the correct country, especially if you are purchasing from a country different from the one you selected in your address.

You will then receive a confirmation code via SMS. Enter the code as instructed. If the code is correct, your order will be validated.  If it is incorrect, double check your mobile phone number, then select Retry.

Confirmation Email

After your order is validated via SMS and your order is created, we will send you a confirmation email including your order details. If you are having any issues receiving your confirmation email, check your Spam/Junk folder. You can also add our address (no_reply@Tile.com and storesupport@Tile.com) to your “Address Book” so that the emails are not blocked.

If you signed up for My Orders, you can check the status of your order by logging in to My Orders and selecting 'Order History'.

Secure payments

All information sent to the payment service providers is encrypted and protected with the latest Secure Sockets Layer (SSL) technology. This guarantees the secure transmission of sensitive information. Moreover, we do not store any payment information on our servers. Note that transactions will appear as “Scalefast” on your bank statement.