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Most purchases through Pocketsflow are smooth, but sometimes things go wrong. Use this guide to quickly troubleshoot common issues before contacting support.

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I didn’t receive a confirmation email

Try this first:
  • Check your spam, junk, and promotions folders.
  • Search your inbox for:
    • The creator’s name.
    • “Pocketsflow”.
  • Confirm which email address you used at checkout.
If you still can’t find it:
  • Contact the creator and include:
    • Your name.
    • The email you used.
    • Approximate time of purchase.

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My payment failed or was declined

Possible causes:
  • Insufficient funds or spending limits.
  • Card issuer blocking the transaction.
  • Incorrect billing information.
What to try:
  • Check your card details and try again.
  • Use a different payment method if available.
  • Contact your bank or card issuer to ask whether they blocked the payment.
If the problem persists, reach out to the creator and mention any error messages you see.

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I can’t access my product

Check:
  • The confirmation page from checkout, if you still have it open.
  • The confirmation email for access links or instructions.
  • Any login or portal details provided by the creator.
If links don’t work:
  • Try another browser or device.
  • Turn off VPNs or browser extensions that might interfere.
If you still can’t access your purchase, contact the creator. Include screenshots if possible.

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I was charged more than expected

Consider:
  • Currency conversion by your bank or card issuer.
  • Taxes or VAT, where applicable.
  • Multiple purchases (for example, upsells or add-ons).
To investigate:
  • Review your confirmation email and order details.
  • Compare with your bank or card statement.
If you believe there is an error, contact the creator first. If you cannot resolve it, you may also contact your bank and review the platform’s policies at Resources & policies.

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I want a refund

Start by:
  • Reviewing the creator’s refund terms on the product page.
  • Reviewing the platform-wide Refund Policy at https://www.pocketsflow.com/refund-policy.
Then:
  • Contact the creator directly with:
    • Your email used at checkout.
    • Order or receipt IDs.
    • A clear explanation of your request.
For more, see Buyer refunds.