Help With Charges

FastSpring sells software products from thousands of software companies. If you do not recognize a charge and would like us to get you a receipt, or suspect that the charge is fraudulent, we can quickly investigate and help you resolve the issue. Please use the form below to contact us and we will get back to you within a few hours.

FastSpring is a trusted reseller of software products and services. We handle all aspects of purchasing and delivery, including licensing and activation. We also take care of all aspects of buyer satisfaction and payment-based customer support.

FastSpring sells downloadable & subscription products for thousands of companies.

Please fill out the form above if you:

  • Don’t recognize a charge on your card
  • Suspect a fraudulent charge on your card
  • Need a receipt or invoice for a charge

We’ll get back to you within a day; often in just an hour or two. Please note all fields are required. If you don’t have exact information (e.g. for date of charge), enter an approximation.

Frequently Asked Questions

I need help with a product I purchased.

If you have a contact e-mail or link within your order confirmation e-mail message, please use that to contact the product provider directly.

I’d like to request a refund for a product I purchased.

If you have a contact email or link within your order confirmation email message, please use that to contact the product provider directly. If you need additional help with refunds, please contact orders@fastspring.com.

I want to edit or cancel a subscription.

If you have a subscription notification e-mail message, it should contain a link you can use to access the subscription; please follow the instructions in the message to edit or cancel the subscription.

I need an invoice updated or changed.

Please contact orders@fastspring.com with the invoice link or Order ID number.

I’d like to request a tax refund or a VAT refund.

VAT can be refunded within 30 days of a charge when a valid VAT ID is provided and the order is paid with credit/debit card, PayPal, or Amazon Payments. Please contact orders@fastspring.com with the VAT ID.

My order was declined but I was still charged.

Note that any charge you see is likely a pre-authorization charge which will drop off automatically after a few business days. If the charge does not drop off, please fill out our charge inquiry form.

I lost my Serial Number / License Key.

Please contact orders@fastspring.com with the invoice link or Order ID number.

I am having trouble downloading a product I purchased.

If you have a contact e-mail or link within your order confirmation e-mail message, please use that to contact the product provider directly. Otherwise please contact orders@fastspring.com with the order information.

 
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