Find a missing purchase or file

Check that you're signed in to the account that bought the item, then look at what Purchases and reviews shows for it. The message on the item tells you what's going on.

Check your account

1. Sign in to Esano and open Purchases and reviews.
2. Look at the email address in your account menu. Is it the one you used at checkout?
3. If not, sign out and sign back in with the right address. See sign in to Esano.

Your purchases belong to the account that paid. They don't show up on a second account, even with a similar email.

Check your search and tab

1. Clear the Search your purchases box.
2. Select All purchases, not To review or Refunds.

Right after you paid

If you just paid, wait a few seconds. The page says We're confirming your payment with Stripe. Your files will appear here in a few seconds. Reload the page if the files still aren't there after a minute. If the payment didn't go through, see payment declined or failed.

What the messages on an item mean

• The shop removed these files. Message them for a copy. The shop took the files off the listing. Select Message shop and ask for a copy.
• Refunded with a date. The item was refunded and its files are no longer available. See download access after a refund.
• Your files show here once the shop delivers them. This is a custom order. The shop hasn't delivered the files yet. See find and track your custom requests.
• Download sends you back to Purchases and reviews instead of saving the file. See fix a download link that doesn't work.

Ask the shop

If a file is missing, the shop can send it again.

1. Open Purchases and reviews.
2. Find the order and select Message shop.
3. Include your order number, for example E-10517, and the item name.

The shop can also resend your download links by email. See get your download links by email.

Contact Esano

If you paid and can't find the order, see I never received my files. Still stuck? Email customerservice@esano.com with the email address you used and the date. You can also use Contact Esano.