Order help

Let's get your files working

Pick what's happening and follow the steps. Most fixes take under a minute, and if they don't, we'll sort it out for you by email.

I can't find my email
The download won't work
A file won't open
Printing looks wrong

1 · Finding your order

I can't find my download email

Search your inbox, Spam, Junk and Promotions folders for contact@payhip.com.
Check any other email addresses you use. The receipt goes to the address typed at checkout.
Still nothing? Email us with your name and roughly when you ordered. We'll fix any typo in the address and resend the receipt, usually within one business day.

2 · Downloading

The download link won't work

If it says you've used up your download attempts, click Reset download credits on that page and enter your checkout email.
"Access denied" or nothing happens? Open the link in a different browser, or turn off ad blockers and VPNs for a moment.
On a slow connection, try Wi-Fi. Bundles are larger files.
Still stuck? Email us and we'll reset it or send the files another way.

3 · Opening files

A file won't open

.zip file: Windows, right-click > Extract All. Mac, double-click. iPhone or iPad, tap it in the Files app. Android, Files app > Extract.
Spreadsheet (.xlsx): open in Excel, or upload to Google Drive, open it, then File > Save as Google Sheets. Read the Start Here PDF first.
PDF: open with any PDF reader, or import into GoodNotes or Notability to write on it.

4 · Printing

The printout looks wrong

Use the PDF that matches your paper: US Letter (US and Canada) or A4 (most other countries).
In the print dialog choose 100% or Actual size, not "Fit to page".
Margins cut off? Your printer may not print to the edge; choose "Shrink oversized pages" just for that page.

We've got you

Nothing worked?

Email us with the address you used at checkout and what you're seeing (a screenshot helps). If a file is faulty, we'll replace it or refund you under our refund policy.

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