Get your file back in seconds
You don’t need an account to buy here, so the question we get most is “where did my download link go?” That one you can answer yourself in about ten seconds. For everything else, open a ticket or chat with us.
Lost your download link?
Sign in with the email address you paid with. We email you a one-time code, and every file bought with that address is listed in Your library — whether you bought one file or ten, and whether or not you ever made an account.
The code lasts ten minutes. If nothing arrives, check spam, then try any other address you might have paid with. Files stay downloadable for 12 months from purchase.
Everything else
A real person answers, usually the same day and always within one business day. Weekends and holidays are the exception.
Open a ticket
Tell us what happened and follow every reply in one place. Signed in here? You arrive in the help center already signed in.
Open a ticketWhat to include
Put these three things in your ticket or chat and we can usually sort it on the first reply instead of the third.
The email you paid with
It is the only thing tied to an order, so without it we cannot find you.
Your order reference
It starts VAL- and is followed by ten letters and numbers. It is in the email with your download link and on the download page.
What you expected to happen
The format you were after, the size you are printing at, what arrived instead.
Answered already
If your payment succeeded but no file ever arrived, you do not need to write to us at all — that refund is issued automatically, and the details are in Terms.