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Your order was delivered through Keysender, which is why the email or Access Page link came from our domain. Keysender is the delivery platform the seller used, like the postal service, not always the shop that sold the order. If nothing has arrived yet, check the places below first, then contact the seller, who can resend or refund it.
TL;DR
If you still cannot find the order after checking the above, contact the seller on the platform where you bought it, such as eBay, Shopify, or WooCommerce; they can resend the delivery or refund it. If the product arrived but does not work, see Getting help if your digital product is not working instead.
| Symptom | Cause | Action |
|---|---|---|
| No delivery email anywhere in the inbox | It was filtered as spam or promotions, or sent to a different address | Check every folder and search for "Keysender"; confirm the email on your order |
| The Access Page link opens but shows nothing | The wrong email address was on the order, or the link has not activated yet | Confirm your order email with the seller, then try the link again |
| The seller asked for verification first | A standard fraud check before delivery | See Submitting additional information to verify your purchase |
Submit a claim from the Access Page.
Keysender is the delivery platform the seller used to send your code, a bit like the postal service, not always the shop that sold the order. That is why the email or Access Page link came from our domain. Check your inbox for the delivery message to find your product.
Check your spam, junk, and promotions folders, and confirm the email address on your order is correct. Open the delivery email and click the Access Page link to find your code or download. If you cannot find the email, search your inbox for Keysender.
If your order is still not resolved after checking your folders and searching for Keysender, submit a claim from the Access Page. Keysender delivers the code, while the seller who sold the order handles refunds or wrong items.
