Support Center

How to Solve Purchasing Problems

Last Updated: Jul 23, 2016 02:23AM AEST
We know how frustrating it can be when you're trying to purchase a product because there's a good deal, only to encounter problems that won’t allow you to buy. Hopefully one of the solutions in this page can help.

To be able to troubleshoot properly, choose the best description of what you are experiencing:



 
The system is rejecting my debit/credit card

I'm not sure if my transaction went through. I did not get a confirmation email

I received a transaction invoice but didn't receive an email with a download link

A website problem is preventing me from completing the purchase






 





The payment system is rejecting my debit/credit card.

Unfortunately, problems with credit card approvals are beyond our control. However, it is best to check first to determine if it is primarily a tech related problem. 

When tech hitches occur in any system, refreshing the page usually helps. You may do this by simply closing your browser to refresh the page. You may also restart your computer or clear your browser's stored files. Afterwards, you may access the checkout page and proceed with your purchase. 

Another workaround is to try using another computer or device. We know of some customers who have tried using a mobile device like a smart phone, tablet, or iPad to complete their transaction using the same card and were successful. Hopefully it works for you too.

You may also use a different credit card, or if you have a Paypal account, you may also try using that option in the checkout page. 

If these solutions didn't help, it's probably something between your bank and Stripe, which is what we're using as our payment processor. It might be best to call your bank if you're still unable to purchase.









 

I'm not sure if my transaction went through. I did not get a confirmation email.

Every time you complete a transaction, two messages will be sent to your email inbox: a purchase invoice and a confirmation email with a link to where you can download your purchase.

If you did not receive one of the two, here are possible reasons:



1. Delay in the email. While most emails are delivered on time, delays can happen. We don't know why, but it's one of the unsolved mysteries of the internet. This can happen at any time of the year but is quite common during Black Friday and Christmas shopping seasons.

The good news is that you don't have to wait for the confirmation email. All you need to do is log into your Photzy account and it will be one of the first things you should see. If it's not there, see reasons 3 and 4. 



2. It's in your Spam/Junk mail folder.



3. You've used a different email address. Our system uses email addresses for automation. Our system will load the guide into the Photzy account associated with the email address used during checkout as soon as you complete your purchase. An email message will also be sent to that email address.

That's why it's important that the email address that you'll use during a purchase is the same as a your Photzy login email. Otherwise, our system will automatically create a new account using the new email address and load the product into that Photzy account. 

Try logging into Photzy using the email address that you used during checkout. Your premium guide is most likely already loaded in there. If you would like to merge your accounts, contact Customer Support.



4. You've misspelled your email address. Similar to reason 3, if you misspell the email address during checkout, the system creates a new Photzy account using that misspelled email. When you complete the purchase, your guide will then be loaded into that Photzy account and you won't receive the invoice and the confirmation email because of the typo. Contact Customer Support to fix this error.



5. Your transaction didn't push through.  If you made the purchase using your Paypal account, you may log into Paypal for the status of your purchase history. If you purchased using your debit or credit card, check with your bank to determine if you were charged for the transaction. 

In some cases and for reasons unknown to us, there are times when the payment processor decides to cancel the transaction when you close the window after the first checkout page where it says "Congratulations.. on Purchasing... Your Order is Not Quite Finished Yet" or if you don't reach the last page of the checkout, so make sure you reach the page where it says "Thank You! Your Order is Complete".

The guide will automatically load to your locker once the transaction completes.

If you have reached the last page or have verified with Paypal or your bank that the order went through, contact Customer Support and provide any of following transaction details: 
 
•    Full Name used in the transaction
•    Email address you used in the transaction
•    Order ID / Invoice ID (from Paypal/bank)

We will be glad to sort things out for you.









 

I received a transaction invoice but didn't receive a confirmation email with a download link

Although you should have received a confirmation email with a download link to your purchased guide, you don't have to wait for the email to arrive. All you need to do is log into your Photzy account and it should be loaded in the "My Purchased Guides" section of your locker.

If for some reason the guide is not there, contact Customer Support and provide the following transaction details: 
 
•    Full Name used in the transaction
•    Email address you used in the transaction
•    Order ID / Invoice ID (from Paypal/bank)











 
A website problem is preventing me from completing the purchase
 
When temporary technical hitches happen, refreshing the browser or restarting your computer is usually known to solve the problem. This is also applicable for checkout pages.

In case you’re still having problems after doing that, try the other solutions on this page: How to Solve Common Website Problems




 

Contact Us

cservice@photzy.com
https://cdn.desk.com/
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