Most problems fall into one of four groups. Work through the matching list first; if it does not solve the problem, email us with the details listed at the bottom.
A download will not work
- Sign in and open Downloads again — a link can expire even when the order is fine.
- Try a second browser, and turn off any download manager or accelerator for the attempt.
- Compare the file format and software version with what the product page states.
- If the file downloads but will not open, note the exact error message before contacting us.
A payment went wrong
If money left your account but the order still shows as unpaid, do not pay a second time. Send us the order number, the amount, the time of payment and the payment reference; we will reconcile it with the payment provider.
If a payment was declined, the order is usually still in your account and can be paid again from there. A failed attempt alone never grants access to a file.
A receipt or order email is missing
- Check the spam folder for the address used at checkout.
- Look the order up under your orders if you have an account.
- Guest orders exist only under the email address typed at checkout.
A licence question
The licence on the product page is the answer. If it is ambiguous for your use case, ask before using the file in a paid project, not after.
What to send us
The contact page lists everything a useful support request needs. Include the order number first: it is the one detail that makes every other check faster.
Support email: support@1ity.com.