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Most purchases through Pocketsflow are smooth, but sometimes something goes wrong. Use this guide to fix the common issues yourself before contacting support. Each section starts with the fastest fix.

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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 or “Pocketsflow”.
  • Confirm which email address you used at checkout — a typo is the most common cause.
If you still can’t find it, contact the creator and include:
  • Your name.
  • The email you used.
  • The approximate time of purchase and the amount.
If you created an account at checkout, you don’t need the email at all — sign in and open Purchases to access the product directly. See Accessing your purchases.

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My payment failed or was declined

Possible causes:
  • Insufficient funds or a spending limit.
  • Your card issuer blocking the transaction (common on first-time or international charges).
  • Incorrect billing information.
  • A skipped 3‑D Secure verification step from your bank.
What to try:
  1. Re-check your card number, expiry, CVC, and billing postal code, then retry.
  2. Complete any bank verification prompt (Verified by Visa / Mastercard Identity Check).
  3. Use a different method if available (another card, PayPal, or a wallet).
  4. Contact your bank to ask whether they blocked the payment, then try again.
See Payment methods for the full decline table. If a failed attempt left a “pending” charge, it’s usually a temporary hold your bank releases within a few days.

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I can’t access my product

Check, in order:
  • The thank-you screen from checkout, if it’s still open — click Get product.
  • Your confirmation email for access links or a license key.
  • Your Purchases page, if you have an account.
If links don’t work:
  • Try another browser or device.
  • Turn off VPNs or browser extensions that might interfere.
  • For courses/communities, sign in with the email you purchased with.
  • For subscriptions, confirm the subscription is still active — see Managing subscriptions.
Still stuck? Contact the creator with your order ID and a screenshot.

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I was charged more than expected

Consider:
  • Currency conversion by your bank or card issuer (their rate and fees).
  • Tax / VAT, where applicable, added on top of the listed price.
  • Multiple items — an upsell or add-on accepted at checkout, or a bundle.
  • A temporary authorization hold alongside the real charge (the hold drops off on its own).
To investigate, compare your confirmation email / invoice with your bank statement. If you believe there’s a genuine error, contact the creator first; if you can’t resolve it, review the policies and, as a last resort, contact your bank.

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I was charged twice

  • Check whether one line is a pending authorization that will disappear, and the other the real charge.
  • Look in Purchases (or your emails) for two separate order IDs — if there’s only one order, a duplicate charge usually clears by itself.
  • If two real, distinct charges went through for one intended purchase, contact the creator with both statement lines and your order ID(s) to request a refund of the duplicate. See Refunds.

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My subscription renewed unexpectedly

Subscriptions renew automatically until cancelled. If you didn’t want it to renew:
  • Open the billing portal and cancel — future renewals stop and you keep access until the period ends.
  • For a refund of the latest charge, review the creator’s refund terms and request one.

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A discount or coupon code won’t apply

  • Check for typos and extra spaces.
  • Confirm the code hasn’t expired or hit a usage limit.
  • Confirm it’s valid for that specific product — some codes are product-specific.
  • Enter the code in the checkout’s code field before paying.

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I want a refund

Start by reviewing:
  • The creator’s refund terms on the product page.
  • The platform-wide Refund Policy: https://www.pocketsflow.com/refund-policy
Then contact the creator with your email, order/receipt ID, and a clear reason. Full details: Buyer refunds.