If a product you have previously purchased is no longer showing up in your account downloads, don’t worry. Your order is on record and we can restore your access.

Why has my download disappeared?

There are two common reasons for missing downloads. The first is our GDPR data retention compliance update. Prior to mid-2020, we were required to delete stored data for inactive users who had not given explicit consent for their data to be kept. This process unlinked some older purchases from customer accounts, but your order record still exists and we can manually reinstate your access. The second common cause is having checked out with a different email address than the one associated with your current account.

How to restore your download access

1. Search your email inbox. Look for a receipt or order confirmation from Isotonik Studios. This will contain your order number and the email address used at the time of purchase. Both pieces of information help us locate your order quickly.

2. Make sure you are logged in to the correct account. If you have ever used more than one email address with us, try signing in with the address your original receipt was sent to. Your downloads are tied to that specific account.

3. Contact our support team. If you have checked both of the above and still cannot locate your download, get in touch and share as much of the following as you can: your order number, the email address used at purchase, the product name, and the approximate purchase date. We will verify your order and reinstate your download as quickly as possible.

Still need help?

Reach out to our support team via the contact form at isotonikstudios.com/contact-us/ and we will get you back up and running.