Fix a missing file, licence, email, or order page

First confirm whether payment completed. A bank authorization or pending wallet entry is not always a finalized SoundSeam purchase.

If checkout completed

1. Keep the checkout-success tab open.
2. Refresh the order page once; licence generation can finish after the payment response.
3. Check spam, promotions, and the exact email used at checkout.
4. Open View receipt and note the purchase or order ID.
5. Check your SoundSeam Library if you purchased while signed in.

If only one file is missing

Compare the delivered files with the licence:

• MP3 does not promise WAV or stems.
• WAV should include the lossless file.
• Trackout, Unlimited, and Exclusive normally require the producer's stems ZIP.
• A kit delivers only the assets attached to the purchased variant.

An unavailable download can mean the source asset did not finish uploading or a secure link could not be generated.

If the page says not found

Use the exact link from the purchase email. Do not manually shorten the URL or remove its purchase reference. If you signed into a different account after checkout, return to the original email link.

What support needs

Send Support the purchase ID, buyer email, item title, approximate payment time, payment method, and missing file label. A receipt screenshot is useful; full card numbers, passwords, and wallet credentials are not.

Do not buy the same item again while delivery is being investigated.