Introduction

This page is for the moment right after checkout, when you have paid or returned from Paddle and the website is asking you to trust several moving pieces at once.

Written By Axiom Admin

Last updated 22 days ago

After checkout and access sync

This page is for the moment right after checkout, when you have paid or returned from Paddle and the website is asking you to trust several moving pieces at once.

That moment can feel worse than it is. A checkout can be real while the dashboard is still catching up. A product can attach to your Axiom account before TradingView delivery is finished. Billing can show one part of the purchase while Access is still showing open delivery work.

The clean way through is to stop asking one fresh screen to answer everything. Use the dashboard by question:

Products answers: "Did this product or package attach to my Axiom account?"
Access answers: "What is happening with TradingView delivery?"
Account answers: "Is the active TradingView username right?"
Billing answers: "What subscription or payment record is visible here?"
Contact is the handoff when those screens do not line up.

The goal is not to make you wait blindly. The goal is to help you read the state without turning a normal sync gap into a mystery.

Before you start checking

Use the same Axiom account you used at checkout. This matters more than it sounds. Dashboard pages are tied to the signed-in account, so checking the wrong account can make a real purchase look missing.

Before you start, have these nearby:

the product or package name you purchased;
the Axiom account email you used for checkout;
the TradingView username you expect Axiom to use, if the tool needs TradingView access;
any subscription or payment context that is visible on Billing after it syncs;
the dashboard pages open enough that you can compare Products, Access, Account, and Billing.

You do not need technical backend details or anything from Paddle that the dashboard does not show you. The customer-facing state is enough.

If you are still signed out, sign in first. If the username for TradingView access might be wrong, keep Account and Access close. Those two pages answer different parts of the same problem.

Read the success page correctly

The checkout success page is the first orientation point after checkout. It gives you two useful actions:

View products
Manage account and TradingView

Use View products when your question is, "Did this purchase attach to my Axiom account?"

Use Manage account and TradingView when your question is, "Is Axiom using the right TradingView username?"

The success page is not the same thing as finished TradingView access. It does not mean every product row, billing record, subscription state, and delivery task has visibly settled. It means you are past the checkout handoff and should now check the dashboard surface that owns the next question.

If access looks wrong from there, the support handoff should include the product name and TradingView username. You do not have to diagnose the problem for us. But those two details keep support from starting in the fog.

Keep the four sync layers separate

After checkout, four related things can update close together without being the same thing.

Layer	What it means	Where to check
Payment confirmation	The checkout return happened, but Axiom may still be waiting for the payment result it uses to update account access.	Start from the checkout return and then compare dashboard state.
Product or entitlement sync	The purchased product or package is attached to your Axiom account.	Products
Subscription or transaction record sync	Paddle subscription or payment records have appeared in your account billing view.	Billing
TradingView access delivery	Axiom has delivery work for the TradingView username and product access.	Access

This is the part that causes the knot. A payment record and a TradingView delivery task are not the same fact. Products and Access are not the same fact. Billing and Products are not the same fact.

They should eventually make sense together. But right after checkout, they may not all redraw at the same second. If one layer is slower, that does not automatically cancel the others. It tells you which surface to check next.

Trial access adds another honest wrinkle. If Products shows Trial access, the account may have temporary access before Billing has a paid subscription item for that product. That is normal for internal trial access. Use Trial access and conversion when the question is whether Keep after trial charges today, when the trial ends, or why Billing has not changed yet.

Check Products first

Open Products when you want to know whether the product or package is attached to your Axiom account.

Products is the account inventory view. It can show active products, packages, lifetime purchases, recurring access, and access history. Start with the summary cards:

Active items
Recurring
Lifetime
Access queue

Access queue is worth noticing because it can show that delivery work exists, or that a task needs attention, even while the product itself is already visible.

Then look for the product or package you bought.

A product row may show states such as Active, Pending access, Ending, or Ended. If the row includes product-level delivery context, it may also show a fulfillment status such as pending sync.

Read those carefully:

What Products shows	How to read it
The product or package appears as `Active`	The account inventory side is seeing access. Check Access for TradingView delivery if the product needs it.
The product shows `Pending access`	The product is visible, but access delivery has not fully settled. Go to Access next.
The row shows `pending sync`	The product row does not yet have settled delivery status. This is a delivery-state gap, not by itself a payment failure.
No active products appear right after checkout	The account may still be waiting for payment and access sync to land. Confirm you are in the right Axiom account, then compare Billing and Access before deciding it failed.
Access history is empty	That only means there are no ended, refunded, exchanged, or revoked access records shown there. It is not the place to prove a fresh purchase.

Products is the best first check for "does Axiom see this purchase as account access?" It is not the final proof that TradingView has received access.

Check Access for TradingView delivery

Open Access when the question becomes, "Where is the TradingView delivery work?"

At the top of Access, read the summary cards:

TradingView username
Open access tasks
Needs attention

TradingView username shows the active username Axiom is using for delivery. If it says Not set, go to Account, save the correct username, then come back to Access.

Open access tasks counts delivery work that is not finished yet. Open work can appear as Approved, Queued, or In progress.

Needs attention points to failed access tasks. A failed task needs inspection before action. It is about delivery state, not by itself proof that your payment failed or your product disappeared.

Read an Access task row

An Access row is one delivery request. Read the row before pressing anything.

It can show:

Grant access or Revoke access;
a status such as Approved, Queued, In progress, Completed, or Failed;
the product name and product type;
when the task was requested;
attempt count;
queue state;
a failure message, when one is available;
View subscription, if subscription context is available;
Open TradingView, if there is a TradingView product link;
Retry, but only when the row allows customer retry.

Some fields will not appear on every row. That absence matters. A failed row without Retry is not asking you to invent a retry path.

The requested time, attempt count, queue state, and failure message are not there because you are supposed to solve the internals. They are useful because they tell you whether the row is still moving, already done, or needs support context.

Use this read:

Access state	What it usually means	What to do
`Approved`	Delivery work exists and is open.	Confirm the active TradingView username is correct, then keep watching Access.
`Queued`	Delivery work is waiting.	Treat queue information as context, not a promised delivery time.
`In progress`	Delivery work is being processed.	Check the username and wait for the next visible state.
`Completed`	The Axiom-side delivery task finished.	Check TradingView using the correct TradingView account. If TradingView still does not show the tool, compare Products and Access before contacting support.
`Failed` with `Retry`	The row allows a customer-side retry.	Check or correct the active username first, then use `Retry`.
`Failed` without `Retry`	The page is not offering a supported self-serve retry.	Read the visible reason and contact support if the row still blocks you.
`No access events`	No delivery tasks are visible yet.	If you just purchased, compare Products and Account first. If the purchase exists elsewhere and Access stays empty, contact support.

Use Retry only when the button is visible on the failed row. Retrying sends that eligible task back into access processing. It is not a promise that TradingView access is live the second you press it.

Check Account if the username looks wrong

Open Account when the active TradingView username is missing, wrong, or uncertain.

Account shows the active TradingView username and username history. In the TradingView username section, use the Username field and Save username button to save the username Axiom should use. While the save is running, the button may show Saving....

Use your actual TradingView username, not your Axiom display name and not your email address.

If checkout already asked for a TradingView username, still check this page when access looks wrong. A typo, old username, or missing active username can make a paid purchase look more broken than it is.

If you save a changed username, Axiom may need to re-sync delivery work for active access. That is normal. It also means old Access rows may not tell the whole current story by themselves. Go back to Access and read the active username, open tasks, failed tasks, and recent events again.

Saving a username is not instant TradingView access. It fixes the delivery destination. Access tells you what happened next.

Check Billing for payment and subscription records

Open Billing when the question is about subscriptions or payment history.

Billing has these tabs:

Subscriptions
Payment history
Refunds

For this after-checkout check, focus on Subscriptions and Payment history.

Subscriptions is where recurring monthly or yearly records appear after they have synced into the account. Payment history is where Paddle transactions appear after Paddle events have synced into the account.

If Billing is empty right after checkout, do not immediately treat that as proof the payment failed. Billing can lag separately from Products and Access because it is answering a different question. Compare it with Products and make sure you are checking the same Axiom account used for checkout. If Billing stays empty while the same account still does not show the expected purchase or access state, that is a support problem.

Do not use this page to decide refund, exchange, cancellation, or upgrade eligibility. Those are separate workflows. Here, Billing is only one of the post-checkout state checks.

If the states do not line up

Use the mismatch itself to choose the next honest move.

What you see	What it may mean	Next move
Success page appeared, but Products is empty	The dashboard may still be waiting for account access sync, or you may be checking the wrong account.	Confirm the signed-in account, check Billing, then check again. Contact support if it stays missing.
Products shows the product, but Access has no event	Account access may exist before TradingView delivery appears, or the product may not need that kind of delivery.	Check Account for the active username. If the product needs TradingView and Access stays empty, contact support.
Products shows `Pending access`	The account can see the product, but delivery has not settled.	Go to Access and read the matching task state.
Products shows `pending sync`	The product row is still waiting on delivery-state information.	Check Access and give the fresh state room to update.
Access shows `Approved`, `Queued`, or `In progress`	Delivery work exists but is not finished.	Make sure the active username is correct. Do not use extra checkout attempts or unsupported retry paths as a fix.
Access shows `Failed` with `Retry`	The row supports a self-serve retry.	Correct the username if needed, select `Retry`, then watch Access for the next state.
Access shows `Failed` without `Retry`	The row is not customer-retryable from the dashboard.	Read the failure message and contact support with the row details.
Account shows TradingView username as `Not set`	Delivery may not have a destination yet.	Save the correct username on Account, then return to Access.
Billing shows no subscription or payment history yet	Paddle records may not have synced into the account view.	Compare Products and the signed-in account. Contact support if the checkout and dashboard state still do not line up.
Billing shows payment context, but Products is empty	Payment visibility and account access attachment are not lining up yet.	Confirm you are in the right account, then contact support if the mismatch persists.
Access says `Completed`, but TradingView still does not show the tool	The Axiom-side delivery task completed, but you may need to verify the TradingView account and product area.	Check the active username and use `Open TradingView` if the row shows it. Contact support if the state still does not make sense.

The point is not to normalize every bad state. Some states need support. The point is to avoid calling the wrong thing broken before you know which part is actually out of sync.

When to wait, retry, fix username, or contact support

Wait and check again when the page is showing ordinary fresh-sync states: empty Products immediately after checkout, Billing records not visible yet, Pending access, pending sync, or open Access tasks such as Approved, Queued, or In progress.

Fix the TradingView username when Account or Access shows the active username as Not set, wrong, or different from the TradingView account you actually use.

Use Retry only when Access shows the Retry button on a failed task. If the button is not there, the dashboard is not offering a customer-side retry for that row.

Contact support when the visible surfaces disagree and the dashboard no longer gives you a safe next step. Do not wait just because this page says syncing can happen. Syncing should become legible in the dashboard. If it does not, send the facts.

That includes:

Products stays empty after checkout and you are sure you are in the same Axiom account.
Billing shows payment or subscription context, but Products does not show the expected access.
Products shows access, but Access has no matching delivery state for a TradingView product.
Access shows a failed task without Retry.
You corrected the active TradingView username and the delivery state still does not make sense.
TradingView still does not show the tool after Access shows a completed delivery task and you have checked the active username.

Support is for investigation when the visible facts do not line up. It is not an instant access promise, and it is not a hidden retry path.

What to send support

Use Contact when you need help sorting out the mismatch.

Send enough detail that support can start from what you are seeing:

the email address on the Axiom account used for checkout;
the product or package name;
the active TradingView username shown on Account or Access;
whether Products shows the item as Active, Pending access, Ending, Ended, or absent;
whether Access shows no events, an open task, a completed task, or a failed task;
the Access task status, such as Approved, Queued, In progress, Completed, or Failed;
whether Retry is visible;
any visible failure message;
any Billing subscription or payment context you can see;
a screenshot if the state is easier to show than explain.

Do not worry about writing a perfect support message. Write the plain facts: account, product, username, Products state, Access state, Billing state. That is the useful map.

Where you should land

After using this page, you should be able to say:

whether you are signed in to the account used at checkout;
whether Products shows the product or package attached to that account;
whether Access shows TradingView delivery as open, completed, failed, or not visible yet;
whether Account has the right active TradingView username;
whether Billing shows the relevant subscription or payment record;
whether your next move is waiting, saving a username, using Retry, checking TradingView, or contacting support.

That is the clean read. Checkout, account access, billing records, and TradingView delivery are connected, but they are not one single switch.