Help Centre
Common questions about buying, downloading and licensing assets.
How do I download something I bought?
Sign in, open the dashboard, download from the purchase. Worth stating that access is permanent and re-downloading is unlimited — that is the decision on record — and that each download link is short-lived by design, so a copied link will stop working.
I paid but nothing appeared
Explain that fulfilment happens moments after payment and is not instant, what to do if the dashboard is still empty after a few minutes, and what information to include when contacting support.
What does my licence allow?
A plain-language summary of the licence, linking to the full terms. Must not contradict the Terms of Service — write this one after the terms are settled, not before.
What is a licence key for?
Clarify that the key identifies the purchase and is safe to share with support, but is not what grants file access. Useful because the dashboard displays it prominently and buyers assume it unlocks the download.
Can I get a refund?
Short answer pointing to the refund policy. Keep the two consistent — support pages and the policy contradicting each other is a common source of disputes.
Payment and invoices
That payment is handled by Paddle as Merchant of Record, that Paddle emails the receipt, and that the charge on a bank statement may show Paddle's name rather than ToNextStep — this alone prevents a large share of chargebacks.
Account and password
How to reset a password and how to sign in with Google, matching the flows that actually exist.
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