Customer stuck with 'Your order is processing.' in IQ app.

Hi, a person tried purchasing my watch face but it seems like the payment process is stuck. 

The person send me a screenshot where the IQ app says 'Your order is processing. Please check back soon.' where usually the purchase or settings button is usually.
This is now 2 days ago and it hasn't changed.

I am using Garmin Pay for processing (hoping it would be simple and straight forward for me).

Others have been able to complete the purchase.

The watch they are using is supported, I ran several checks through the simulator and can find any issue.

Has anyone experienced this before and has any hints what to do? Or is this something that lies with Garmin, is there a support ticket for this already?