Frequently Asked Questions for Buyers

I need help with a product I purchased or I’d like to request a refund.

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 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.