Why was my order automatically canceled?

If your order was canceled automatically, it usually means checkout was not successfully approved. We confirm successful orders by email immediately after purchase: you normally receive an order confirmation right away and then 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 data is processed. In addition, we process technical information such as IP address, device and browser data, and location information in order to operate our services securely and prevent fraud. Because of this, an order can be stopped automatically if the payment or security process detects irregularities. In such cases, this is typically not a manual decision by our support team, but an automatic security decision within the ordering process.

If you are not sure whether it really was a cancellation or whether the emails just did not arrive, please first check your spam folder and — if you used PayPal — also the primary email address stored there. If anything is still unclear after that, please contact our support team with your order number.