The payment went through and the download is still blocked. Before anything else, the check that resolves most cases: check the order status in your account, at My Account > Orders. What it says there tells you what is happening.
If the order is ‘processing’ or ‘pending’
Access opens on its own once the confirmation arrives. There is no need to pay again, and paying again creates a second order that later needs to be refunded.
If the order is ‘completed’ and still will not download
Then it is worth checking three things, in this order:
- Are you logged into the account that made the purchase? Anyone with more than one email ends up buying with one and browsing with another. Access follows the account, not the browser.
- Is the plan active? At My Account you can see the plan and its validity. A renewal that was not charged leaves the plan expired even with old completed orders.
- Is the item included in your plan? Plans cover different areas of the catalog. The item page tells you which plan grants access to it.
If you have hit the daily limit
Each plan has a number of downloads per day, and the item page shows how many are still left today. Once it reaches zero, the button stops working until the count resets. How the count works is explained in daily download limit.
One-time purchase
An item bought as a one-time purchase does not show up in the general catalog: it stays in My Downloads, which is a separate list from the subscription. It is common to look in the wrong place and conclude the purchase did not go through.
What to include in the ticket
If none of these checks explained it, open a ticket with the order number, the email used in the purchase (if different from the account email, mention both) and the name of the item you tried to download. With that we can locate the payment and grant access in the first reply.
