Troubleshooting

2 articles

Payment errors

Article created 2 months ago

'Card declined' comes from your bank, not from us; try another card or contact them. '3D Secure failed' means the verification pop-up was closed; retry and complete it. If you were charged but see no order, the charge is a pending authorisation and drops off within 5 business days: email us the last four digits and the date and we'll confirm.

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Purchase errors

Article created 3 months ago

If checkout returns an error after payment, don't retry immediately. Check Account → Downloads first; most 'errors' are already-complete orders. If nothing's there after 10 minutes, contact support with the order email.

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