---
title: I paid but did not receive access
description: Paid on a Tapmy store but got no file, course or Community access? Here is how to check your payment, email and order, and who to contact.
lead:
  - If you paid but did not get access, first confirm the charge completed on your bank or wallet, then check the email you used at checkout and contact the seller with your order details. Do not pay again.
tags:
  - payments-fees
source: docs/tapmy-wiki/pages/i-paid-but-did-not-receive-access--2f40f405.md
---

## What should I have ready? {#before-you-start}

Note the rough time, amount, currency, seller, product and the email you used at checkout. Check whether your bank entry says pending, completed, reversed or declined. Never share card numbers or passwords.

## How do I get my access? {#what-to-do}

1. Refresh the confirmation page once. Then check your inbox, Spam and Promotions for the order email.
2. Look at your bank or wallet. A pending authorization is not a completed order.
3. Message the seller with the product name, time of purchase, amount and checkout email. Ask them to confirm the order and your access.
4. If you typed the wrong email, do not buy again. Ask the seller or Tapmy Support to recover the order safely.
5. Open the access link while signed in with the checkout email. If that fails, try a current browser without a VPN or ad blocker.
6. If the seller confirms the order but cannot restore access, send Tapmy Support the seller URL, checkout email, time, amount, currency and any order reference that has no sensitive data.

## What does it look like when it is fixed? {#what-success-looks-like}

Your completed order matches your buyer identity, and the file, course, Community, booking or service shows up.

## Why might it still not work? {#if-it-still-does-not-work}

- A declined or reversed payment has to be sorted out with your card issuer first.
- A typo or relay email can leave the purchase tied to an inbox you are not checking.
- The seller may have unpublished or replaced the offer after you paid. They still owe you what you bought.
- Do not pay a second time to test access, unless the seller refunds or cancels the first attempt.

## What if the seller cannot deliver? {#next-steps}

Check their refund policy and read the **Refunds for buyers** article. If you think Tapmy itself failed, [contact Tapmy Support](/help/tapmy-support).