Did Not Receive Files or Orders

If you recently purchased a product from a seller on Payhip but did not receive your file or access to your purchase, there are several possible reasons why this may have happened.

In this article, we'll go through the most common reasons you may not have received your order and the steps you can take to locate or access your purchase.

• Cannot find the email receipt
• Different email address used at checkout
• Deleted or missing file
• Payment is still pending or has failed
• Order was refunded or cancelled
• Browser or device issue
• Content access instead of a file
• Seller has not shipped your order

Why you may not have received your purchase

1. Cannot find the email receipt

After completing a purchase, we automatically send an Email Receipt containing your download link or instructions for accessing your purchase.

Sometimes the receipt email may end up in your Spam, Junk, or Promotions folder, or it may have been filtered by your email provider. It's also possible that our emails were previously marked as spam. Please try searching your inbox for emails from contact@payhip.com.

If you still cannot find the receipt, you can contact the seller directly through their store or reach out to our support team with the email address you used to make the purchase, and we'll resend the receipt for you.

2. Different email address used at checkout

It’s possible that a different email address was used during checkout. This can happen if: 

• There was a typo in the email address 
• A different email account was used to complete the purchase

If this is the case, you can contact the seller directly and ask them to resend the receipt to the correct email address.

Most sellers include a contact page on their store where you can reach them. If the seller does not provide contact information, you can contact our support team, and we can help provide the seller's contact details.

3. Deleted or missing file

In some cases, a seller may have accidentally deleted or forgotten to upload the file associated with a listing. This can happen when a seller is in the process of updating or replacing a file. If this is the issue, you'll typically see a message on the download page stating that the product has been deleted or that no files are available to download.

Unfortunately, only the seller can resolve this issue. You will need to contact the seller directly using the contact page on their store. You can also find the seller’s contact information in the Email Receipt we sent you.

4. Payment is still pending or has failed

If a payment has been debited from your account but is still showing as pending on the payment processor's side, it means we're still waiting for the funds to be successfully captured. Until that happens, we're unable to confirm the order, send the confirmation email, or provide access to the purchased product.

Access will be granted once the payment processor confirms that the payment has been successfully completed. If your payment has been pending for more than 48 hours, we'd recommend checking the payment status in your account or contacting your bank directly for an update on why it hasn't cleared yet.

5. Order was refunded or cancelled

If an order has been refunded or cancelled, access to the purchased product will be revoked. For digital files, you will lose access to the download page immediately upon refund. For content-based products, the same applies. If a subscription has been cancelled, you will no longer be able to access membership posts, course lessons, or milestones through your customer account.

If you're unsure why your order was refunded or cancelled, you'll need to contact the seller directly for clarification. 

6. Browser or device issue

If you're seeing an Access Denied error, it is often caused by an expired link or a browser issue rather than a problem with your order itself. The simplest fix is to open the product download page in a different browser and try again.

It's also worth trying on a different device if the problem persists. Some devices have strict security settings or software installed that can block downloads from completing successfully. If switching browsers and devices doesn't resolve the issue, get in touch with our support team, and we'll help you from there.

7. Content access instead of a file

The type of access you receive depends on what you purchased. If you bought a digital product, your Email Receipt will include a download link to access your files directly.

If you purchased a course, coaching, membership, or bundle, the email receipt will include a login link instead. This link lets you sign in with the email address and password you entered during checkout to access the content.

8. Seller has not shipped your order

If you purchased a physical product and haven't received a shipping notification yet, it's possible that the seller hasn't dispatched your order. Sellers are responsible for fulfilling and shipping their own orders, and processing times can vary by seller. If you haven't heard anything after a reasonable period of time, we recommend reaching out to the seller directly to request an update on your order.

I still can't find my order. What's the next step?

If you've worked through all of the steps above and still can't locate or access your purchase, our support team is happy to step in and help. Get in touch with us at contact@payhip.com and include the email address you used at checkout and any helpful details about the issue so we can assist you.