I have been charged but my product is missing

After completing your purchase, your product is missing / not available for download?

Most of the time, this is related to the account. This can be a different account or a typo in the e-mail address.

Please note that the account connected to the Contrail Desktop App has to be the same account you are logging-in to when completing the checkout!
1

Typo in the e-mail address

Did you maybe create a new account by accident with a different e-mail address, or with a typo in your e-mail address? It might be that the account connected to the desktop app is a different account than you have used for completing the checkout. Please check your e-mail inbox for the order confirmation. If it's nowhere to be found, it might indicate a problem with your account. Please contact us, we are happy to investigate this issue!

2

Multiple Accounts

Refer to chapter 1 above, it is important that the account used for ordering the product has to be the same account connected to the Contrail Desktop App. Using the Contrail App, you can download and install your products. But no worries, we can transfer your order(s) between accounts! Please contact us with your order details.

3

Payment is Pending

Some payment methods such as "SOFORT Banking" do not process payments immediately like PayPal does. It might take 1-2 business days until the payment is processed. Until then, the products are not available for download. We can manually clear orders, simply contact us with your order details.