I never received my files

Your files should appear in Your account → Purchases and reviews within a few seconds of paying. If they don't, check the steps below. If you still have no usable delivery, request a refund within 7 days of purchase.

Check for a short delay

After checkout, Purchases may show "We're confirming your payment with Stripe. Your files will appear here in a few seconds." Wait a moment and reload the page. When payment is confirmed, you'll see "Payment received. Your files are ready to download." If it takes longer, see payment pending after checkout.

Check for a different problem

1. Go to Your account → Purchases and reviews on esano.com while signed in to the account that paid.
2. Use Search your purchases to look for the item or shop.
3. Check your email for the Esano receipt. If you can't find an order, see payment declined or failed for payment problems.
4. If the item is there but has no Download button, read the message under it. "The shop removed these files. Message them for a copy." means the shop took the files off the listing.

Ask the shop

Select Message shop on your purchase and explain what's missing. See how to message a shop. Ask for a copy of the files.

Request a refund

If you still can't get usable files:

1. Go to Your account → Purchases and reviews and find the order.
2. Select Request a refund.
3. Under What's wrong?, choose I have no usable delivery.
4. Describe what you see in What happened? (at least 20 characters).
5. Select Send request.

Esano reviews the request and decides within 5 calendar days. Read the full steps in request a refund.

Custom orders

Custom orders deliver files later, after the shop finishes the work. Non-delivery of a custom order can be reported before delivery, whatever the age of the payment. See report a custom order problem.

Something doesn't open

If files arrived but won't open, see a file is wrong, broken or missing.