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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 the product is not working, check the steps below first, then contact the seller, who can replace or refund it.
TL;DR
The seller is responsible for the product and can replace it, refund it, or help you resolve the issue. The marketplace or your payment provider can review the order through their own dispute process. If your order has not arrived at all rather than simply not working, see Finding your digital product if it has not arrived instead. If the seller asked you to verify the order before releasing it, see Submitting additional information to verify your purchase.
| Symptom | Cause | Action |
|---|---|---|
| The seller has not replied | The seller has not seen the message yet, or is outside business hours | Wait a reasonable time, then contact the marketplace or your payment provider directly |
| You are not sure who the seller is | Keysender delivered the order but is not always who sold it | Check the order confirmation on the platform you bought from, not the delivery email's sender name |
| A replacement code also does not work | The wrong product was resent, or the issue is unrelated to the code itself | Reply to the seller with the exact error, and submit a claim if they do not respond |
Submit a claim from the Access Page.
Contact the seller on the platform where you bought the order, such as eBay, Shopify, or WooCommerce, and ask them to fix the issue or replace the product. Keysender delivers the code, while the seller is responsible for the product and any refund.
If the seller does not respond, contact the marketplace or your payment provider. They can review the order through their own dispute process. The seller can replace the product, refund it, or help you resolve the issue directly.
No. Keysender is the delivery platform the seller used to send your code, like the postal service, not the shop that sold the order. The seller is responsible for the product and can replace it, refund it, or help you resolve the issue.
