Support Center

I've Completed The Purchase But Didn't Get A Confirmation Email Nor Is The Product In My Locker

Last Updated: Apr 29, 2019 12:05PM AEST
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I did not receive a confirmation email but completed the purchase

I've received a confirmation email but the product is not in my locker

I did not receive a confirmation email but completed the purchase.

We use an automated system to ensure that the product/s you purchased are delivered to you in real time.

Our ebooks and other products will automatically load to your locker once the transaction completes. You will also receive a confirmation email in your inbox.

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.

There are a variety of reason why you didn't receive any of the two, including delays, being sent to junk mail, etc.

Log into Photzy

Instead of searching for the email, try logging into your account. You may use this link:

If it's your first time to purchase from us, set a password first:

An account is automatically created for you using the email address you've used in the checkout page as soon as your transaction completes. Make sure you're using that same email address to reset.

Note: If if says "Email Not Found" when you attempt to reset, it means the the account doesn't exist in the system and the purchase may not have gone through. Also, be sure that you're using the same email address you've used during checkout.

Once you're logged in, You should find your purchase under the correct category in the Members area.

The usual reasons why customers don't receive the confirmation email is that they're logging in using a different email address from the one they've used during checkout, or there's a misspelling on the email address. 

And in rare occasions 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".

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
  • Product you're purchasing
  • Order ID / Invoice ID (from Paypal/bank, if available)

We will be glad to sort things out for you.

​I've received a confirmation email but the product is not in my account.

If you have received a confirmation email for your purchase but could not see the guide in your account in any of the categories, it is highly likely that you are logged into your Photzy account using an email address that is different from what you used during checkout. 

Log out of your account then log in again using the email address that you used for your purchase.

If you would like to change your email address or merge your accounts, contact Customer Support.

To prevent this from happening in the future, make sure to use the same email address that you use to login during checkout since we use email addresses for automation purposes.


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