Contact & Support

Purchased Product not automatically added

In most cases your purchase is automatically added to your account upon account creation or login. But unfortunately things don't always go according to plan. Here is what you can do if your Premium or Credits are not automatically added to your account:

1. 1. Make sure you have a user account. Create your account.
2. 2. Make sure your user account is activated. There should be an email to activate it. Resend the activation email.
3. 3. Check if your Premium Membership or Credits are added. When logged in: Check your account, scroll down.
4. 4. Visit the 'order status' page, it will either add your product automatically or, if that doesn't work, you can add your purchased product yourself. Follow the instructions on this page. When logged in: Check order status.
5. 5. Or, instead of checking the order status, check your email. Look for an email with subject: "Add your product to your account for your order with ID:". Click the link in this email.

Error during/after payment and no order confirmation e-mails?

When errors occur with third party push payments, such as iDeal in The Netherlands, bancontact on Belgium or Przelewy24 in Poland, it is possible that the amount is deducted from your bank account, but not credited to ours. No order was created in our system and because of that unfortunately there is nothing we can do to capture your payment and process your order.

The money will be with Paypal for 3 hours, before they return it to your bank account. This shouldn't take more than a few days normally, but depending on your bank, it can take anywhere between 1 day and 2 weeks before you can see it in your account again. The information from the Paypal developers about this issue can be found here. Unfortunately in this situation you'll have to place your order again. Feel free to contact us for alternative payment options!