Why is my download missing?

A download may be missing when the order is unpaid, failed, refunded, still processing, tied to another account, or not a downloadable product.

What to do

• Check the order status in Orders.
• Open Downloads while signed into the purchasing account.
• Confirm the product description says it includes a downloadable file.
• Check the receipt email for a direct download link.
• Contact support with the order number and product title if access should be active.

Useful links: Orders · Downloads · Return policy

If you are still stuck, ask in the Help & Support forum. Say what you clicked, what you expected, what happened instead, and which device or browser you used.

Ask in the Help & Support forum