Find answers about your account, orders, downloads, licences and refunds. If you still need help, our team is a message away.
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Downloads
Where to find your files, how to open ZIP files and what to do if a link does not work.
Popular questions
Where are my downloads?
Sign in and open My Account → Downloads. Every completed order with downloadable files appears there. See How Digital Downloads Work for step-by-step help.
I paid but my order is not complete.
Payments can take a few minutes to be confirmed. If your order still shows as pending or failed after 30 minutes and money has left your account, contact us with your order number and the payment reference. Do not pay again — duplicate payments are refunded, but it takes time.
I was charged twice.
Contact us with both payment references. Duplicate payments for the same order are refunded in full once verified. See our Refund Policy.
The file will not open.
Check the product’s Compatibility & requirements section and make sure the download finished completely. Most products are ZIP files: extract them first, then open the files inside. If it still does not work, tell us your device, operating system and the exact error.
Can I use a product for a client project?
That depends on the licence. Standard and Developer licences allow client work in specific ways; the Personal licence does not. See Licence Information.
How do I reset my password?
Go to My Account and choose Lost your password?. Enter your email address and follow the link we send you. If the email does not arrive within a few minutes, check your spam folder.
Still need help?
Send us a message and include your order number if your question is about a purchase.