I cannot download a file
You click Download on a file of your purchase and nothing arrives, or the download stops halfway. Check these causes in order, from the most frequent to the least frequent. Each one says how to recognise it, where it shows and what to do.
We could not prepare the copy with your email
- How to recognise it
Below the file you see We could not prepare the download. Try again later or write to the creator. Before each download of a PDF we prepare a copy with your email and the order number in its footer. This time that copy could not be prepared.
- Where to check it
You see it in the product details of your area, on the row of the file.
- What to do
Wait a few minutes and click Download again. If the notice comes back, write to the store as write to the creator explains.
The download stops on your phone
- How to recognise it
The file starts downloading and stops, or it is saved incomplete. It happens with large files and unsteady mobile connections.
- Where to check it
You see it in the downloads folder of your browser, with the file half done, after clicking Download in the product details.
- What to do
Connect to a steady wifi network or download it from your computer with the same email, as download your files explains.
You no longer have access to the product
- How to recognise it
The product is not in your area or shows without the Download button. It happens if you asked for a refund and it was approved, or if the access is paused.
- Where to check it
You see it in your area, next to the product, with the reason written below its name.
- What to do
If you think you should have it, check I cannot find my access, which explains each case.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support