Support · File purchases
Most delivery issues can be solved from your account. For everything else, write to us: here is what to include so the first answer is useful.
01 / Common situations
Each answer follows the sales terms in force. The links lead to the action or to the relevant section.
Delivery starts once Stripe confirms the payment, normally within a few minutes; delayed payment methods can take longer.
Check your spam folder, then open your account with the address entered at Stripe: your files appear there as soon as the purchase is recorded.
Still nothing? Write to us with the purchase email and payment reference, without card details.
The email link can be used once within 48 hours. Its expiry does not remove your rights.
Sign in to your account: the “Download” button prepares new access to the versions covered by your purchase.
A sign-in link is valid for 15 minutes and works only once. Request a new one from your account page, with the address used for the purchase.
Open it in the browser where you want to see your files, then confirm on the page that appears. If it says your sign-in has changed, simply reopen the link you received.
For privacy, the confirmation shown is the same for every address: if no email arrives, the address entered may not match any purchase.
Report it with the product, its version and the error you see, without unnecessary confidential information.
We examine the issue and offer redelivery or a correction; if the agreed service cannot be provided, we offer a refund appropriate to the affected part.
The Stripe receipt for each purchase is available in your account, together with the sales terms you accepted.
For an invoice addressed to your company, send us its legal name and billing address, together with the purchase email.
You may request a full refund within 14 days after purchase without giving a reason, including after downloading, unless files have been redistributed to a third party in breach of the licence.
Write to us with the purchase email and order reference. Refunds use the original payment method; the time until they appear depends on your bank.
The free MCP tools remain available without an account. New Pro and Business subscriptions are closed.
If you already have a subscription, manage it from your account and its billing portal.
02 / The path of a purchase
Four steps, each leaving a trace. If one of them stalls, you know where to look.
Stripe processes the payment in CHF. Access is granted once it is confirmed; delayed payment methods can postpone that confirmation.
If it stalls Delayed payment: delivery starts once it is confirmed.
An email gives you access to the ZIP archive, normally within a few minutes. This is an indication, not a guarantee of receipt.
If it stalls Nothing received? Check your spam folder, then open your account.
The email link is personal and can be used once within 48 hours. It opens a page where you confirm the download.
If it stalls Link expired or already used? Download from your account.
The provenance.json manifest is signed with Ed25519; SHA-256 checksums let you check every file you receive.
If it stalls Unreadable file or invalid signature? Write to us (terms, section 9).
An expired link does not remove your rights. Your account, opened with a sign-in link valid for 15 minutes, gives access to the versions covered by your purchase.
Support
Delivery, invoice, refund or a question before buying: a single point of contact.