I paid but I have not received my file

In almost every case the e-mail was sent and ended up in the junk folder. Work through these steps.

1. Check your junk and spam folder

Look for the messages Confirm to download. and Download your products!. Corporate mail filters often hold them because they contain a download link. Add our contact address to your safe senders list.

2. Check the address used at checkout

A typo in the e-mail address means the delivery went nowhere. Your order confirmation shows the address that was used.

3. Check with your IT department

In many companies external links are stripped or quarantined. Ask whether a message from our domain has been held.

4. Ask us to resend

Write to us or ask for an agent in the chat with:

• your order number, or the exact date and amount of the payment
• the e-mail address that should receive the file
• the product you bought, country and level of detail

We resend the file, usually the same day. We can also send it to a different address, for example a personal address when the company filter blocks it, or to several colleagues at once.

Good to know

You can ask for the file again for one month after the purchase. After that we can no longer reissue a link and a new order is needed, so download and back up the archive as soon as you get it.