Why was my order automatically canceled?

If your order was automatically canceled, it usually means the checkout was not completed successfully. We confirm successful orders by email immediately after purchase: you will normally receive an order confirmation right away, followed by your download and activation details, usually within 2–3 minutes. If those confirmations do not arrive or the process is canceled instead, the purchase was very likely not completed successfully.

During checkout, payment details are processed. We also process technical information such as your IP address, device and browser data, and location information in order to operate our services securely and help prevent fraud. As a result, an order may be stopped automatically if the payment or security process detects anything unusual. In such cases, this is typically not a manual decision by our support team, but an automated security decision within the ordering process.

If you are not sure whether the order was actually canceled or the emails simply did not arrive, please first check your spam folder and, if you paid with PayPal, the inbox of the primary email address linked to your PayPal account. If anything is still unclear after that, please contact our support team and include your order number.