Payment trouble? We can help.
Payment problems tend to be the same few things. Each one has an answer below. Can't see yours? E-mail us. A real person reads it.
Send us one of these
- Your order reference. Look on the payment page or in the key e-mail. It lets us pull up the order at once.
- Or the charge date and amount, copied exactly from your statement.
Find your question
Tap the closest match to see the answer.
Where is my key?
We send it to the checkout e-mail address as soon as the payment clears. That usually takes seconds. Look in spam or junk first. Still missing after a few minutes? E-mail us your reference and we will resend it.
I typed the wrong e-mail at checkout
E-mail us the order reference (or the charge date and amount) plus the address you want the key sent to. Write from an inbox you can check, so our reply reaches you.
I don't know this PAYKIO charge
A PAYKIO line means a software licence was paid for here, on behalf of a store that uses us for card payments. Send us the date and amount. We will tell you what was ordered and which address got the key.
My link has expired or is already used
Every link belongs to one order. It lasts fifteen minutes and accepts one payment, so a forwarded or saved link can never be paid twice. You have not been charged. Return to the store and check out again.
Why was my card declined?
Your bank made that call, not Paykio. PayPal passes on the reason it gets, and often there is no more detail than that. While the link is still live, you can try a different card or payment method on it. A declined try costs you nothing.
Did I pay twice?
E-mail us the date and amount of each charge. If one order was charged twice, we always refund the extra one.
When can I get my money back?
When you paid twice, when no key arrived, or when the key fails and cannot be replaced. A key that works is not refunded just because you changed your mind, since it is delivered instantly and cannot be recalled. Please ask no later than 14 days after paying.
Should I file a chargeback with my bank?
Try us first, please. A chargeback can drag on for weeks and cancels the licence. An e-mail to us usually solves the same problem on the same day.
The software isn't what I expected
Please contact the store that sold it. We handle the payment and send the key, but we do not make the products. We cannot say what they do or what they support.
Do I need to log in to Paykio?
Never. Paykio has no accounts, no passwords and no login page. Anything asking you to sign in to Paykio is not from us.
What do you store about me?
Just the order: item, price, date, reference number, and the address that received the key. Your card number goes to PayPal only. It never reaches Paykio.
More pages
Card safety
Who sees your card details, and what we keep or never keep.
Refund policy
When you get money back, when you don't, and how to request it.
Terms of sale
What you get with a licence key, how long it runs, and its limits.
Privacy notice
The data we hold, the reasons, who can see it, and how long we keep it.