Account & downloads / Purchases & downloads

Billing questions and customer support

Locate purchase records and send a support request with the information needed to help.

Review a purchase

Open Orders in SloopStack Account and locate the order. Review the product, amount, billing period and current status.
Open Subscription for the available subscription-management actions. Review the terms shown for your own purchase before making a change; features and billing arrangements belong to the selected product and plan.

Read the displayed payment error and check whether an order or provider transaction already exists before retrying. Keep the order number and the time of the attempt.
If you were charged but have no download or license, send support the order and payment reference. Do not send card numbers, passwords or provider credentials.

Open Support in your account. Name the product and state whether the issue is with purchase access, installation or a feature on your website.
For a feature issue, include the installed version, page URL, reproduction steps and a screenshot of the error. For a billing issue, include the order number and account email.
Use the Back to SloopStack.com link when you want to browse products, documentation or demonstrations. Your customer account and the public company website have different purposes.

Need a hand?

Include your product, installed version and the step where you got stuck.