I didn't receive my purchase
If your payment went through, your access is saved. It reaches you in two places: on the page that opens right after you pay, and by email. Here is where to look, and who can help if it’s still missing.
Find your purchase
Section titled “Find your purchase”-
Look at the page that opened right after your payment (or right after the form, for a free product). It has a button to get your product, for example Download or Download your access for a file, or Access my course for a video course.
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If that page says Preparing your access…, keep it open: the button usually appears on its own. Otherwise, your access arrives by email. After a few minutes, the page stops checking and says the download link isn’t on it yet: tap or click Check again, or use the email.
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Look for the email sent after your payment, to the address you typed at checkout. It comes from the seller’s name, sent through Shoplit (the footer says “Sent via Shoplit.io”). Its subject is “Here is your access to” followed by the product name. Search your mailbox for “Shoplit” or for the product name.
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Not in your inbox? Look in your spam, junk or promotions folder. If it’s there, mark it as “not spam”.
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In the email, tap or click Access my downloads to open your order page, then Download next to each file. For a video course, tap or click Access my course instead: see Access your video course.
Your order page never expires: download your files as many times as you like. To find it again easily, bookmark it, or tap or click Copy link under Your permanent access.
Lost the email?
Section titled “Lost the email?”- For a video course, open the seller’s course space and tap or click First time here? to get a new access link. All the steps are in Access your video course.
- For any purchase, open
app.shoplit.io/commande(it shows in your browser’s language), type the email you used to pay in the Your email field, then tap or click Send me my access. If it matches purchases, you get an email from “Shoplit” with the subject “Your Shoplit.io purchases” (“Vos accès Shoplit.io” in French), with a link to each order page.
Ask once, then check your spam. If you ask again the same day, you may not get a second email. Still nothing? Contact the seller.
Still nothing? Contact the seller
Section titled “Still nothing? Contact the seller”The seller is the creator who sold you the product. They handle their orders, refunds and questions about the content, and they can resend your access. Shoplit only provides their shop’s tools, so the seller is the one who can help. Charged but you see nothing at all? Contact the seller too: they can check your order.
To reach them:
- Reply to the email you received right after paying (from the seller’s name), not to the “Your Shoplit.io purchases” email: your message goes straight to the seller.
- On the page after your payment, tap or click Contact the seller, next to A question? (shown when the seller added a contact email).
- At the very bottom of the seller’s sales page or storefront (their page with all their products), look for their contact email or their legal pages, which may include the seller’s contact details: Legal notice, Terms of sale, Refund policy and Privacy policy (names in French: see the box at the top).
Give them the email you used to pay, the product name, the date of your purchase and, if you have it, the Reference shown on your order page and in your purchase email.
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