If your bank or card statement shows a charge but your order appears as failed or your download links are missing, don’t worry. This is almost always a temporary timing issue between our payment processor and our website, and it is straightforward to resolve.

How to Recover Your Downloads

1. Wait 10 minutes, then refresh your Orders page. Once your payment is confirmed, our website may take a few minutes to catch up. Log in to your account, go to Account > Orders, and refresh the page. Your download links will usually appear on their own shortly after.

2. Check your confirmation email. If you received an Order Complete email from us, your download links are included directly in that email. Search your inbox and your spam or junk folder for an email from Isotonik Studios.

3. Check Account > Orders directly. All purchases are stored permanently in your account. Even if a confirmation email did not arrive, your downloads should be accessible here once the order is reconciled. There is no need to repurchase.

4. Still showing as failed after 30 minutes? If your bank confirms the charge but your order still shows as failed, please email us at [email protected] with your order number and a screenshot of the charge. We will manually reconcile your order and grant access to your downloads right away. You will never be charged twice without a full refund of any duplicate payment. Your money is safe.

Still need help?

If you have worked through the steps above and still cannot access your downloads, our support team is ready to help. Reach us via our support form at isotonikstudios.com/contact-us/ and we will get you sorted as quickly as possible.