> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pocketsflow.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Common issues

> Troubleshoot the most common problems when buying, accessing, or paying for products through Pocketsflow.

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.

## 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.

<Tip>
  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](/buyers/accessing-purchases).
</Tip>

## 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](/buyers/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.

## 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](/buyers/managing-subscriptions).

Still stuck? Contact the creator with your order ID and a screenshot.

## 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](/resources/legal) and, as a last
resort, contact your bank.

## 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](/buyers/refunds).

## My subscription renewed unexpectedly

Subscriptions renew automatically until cancelled. If you didn't want it to
renew:

* Open the [billing portal](/buyers/managing-subscriptions) 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](/buyers/refunds).

## 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.

## 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](/buyers/refunds).

## Related topics

* [How to purchase](/buyers/how-to-purchase)
* [Payment methods](/buyers/payment-methods)
* [Accessing your purchases](/buyers/accessing-purchases)
* [Managing subscriptions](/buyers/managing-subscriptions)
* [Buyer refunds](/buyers/refunds)
* [Contact support](/buyers/contact-support)