Most software orders are delivered by email and appear in your SURFspot account within 15 minutes, unless the product page states another delivery time. If nothing has arrived, follow the checks below.
Check the delivery time
Open the product page or order confirmation and check whether delivery is stated as 15 minutes, two working days or another period. Wait until that period has passed.
Check your email
- Check your inbox and spam folder.
- Search for SURFspot, the product name and the vendor’s name or email address.
- Check the email address used for the order.
Check your SURFspot account
- Sign in and open Orders.
- Open the relevant order.
- Check the status and whether a download, licence code or additional instruction is available.
Check payment
Check whether the amount was actually debited and not reversed. An order with a failed payment is automatically cancelled. Do not pay again until you have checked whether a valid order already exists.
When should you contact SURFspot?
If the stated delivery period has passed and the order is not correct in your account, contact us. Include your order number, product, order date, payment method and current order status. Do not send complete payment details.