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Here is a list of the most frequently asked questions - please check to see your question hasn't already been answered before opening a new support ticket.

Popular Questions

1. Why haven't I received my download links yet? (1408 views, created 2007-11-08 09:35:48)

2. The shopping cart won't let me make an order? (1236 views, created 2007-11-07 23:01:10)

3. How do I download my backing tracks? (661 views, created 2007-11-08 09:18:03)

4. Why haven't you replied to my emails? (610 views, created 2007-11-07 23:13:20)

5. It says my password is incorrect when I try to login... (593 views, created 2007-11-08 09:56:18)

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Your Question

Created on 2007-11-08 09:35:48 with 1408 views.

Q: Why haven't I received my download links yet?

A: There are a few reasons why you may have not received your download links yet:

1. Have you checked your spam folder? If not, do it now. If it's not in your inbox and it's not in your spam, then check your Webmail (at your email providers website). Depending on your email providers setup you may very well have TWO spam folders - one on your computer (eg Outlook Express), and another at your email providers website (eg your Webmail). Most people are unaware that all their emails are spam checked by their email provider BEFORE they deliver them to your inbox. Suspected spam emails are often retained at your webmail and not passed through to outlook express spam folder until you login and review them. Many people don't realise this, and are shocked when they login to their webmail to find important emails dating back weeks or months that were never delivered to their outlook express inbox! To check the emails in the spam folder at your webmail, you will need to login to your account at your email providers website. If you find our download link email is there, then your email provider is treating our download link email as spam (probably because their spam filters have detected that it was sent out automatically from our shopping cart and not by a human being). Most spam emails tend to come from automated email systems, so that's why it's quite easy for your email providers filters to mistakenly think that the email from our shopping cart is spam. Read through our whitelist instructions to configure your email accounts to let all future emails from us pass unhindered:

http://www.mp3backingtrax.co.uk/whitelist.htm

2. Which payment method did you select at the checkout?

- If you selected Manual Payment then you won't receive your links until we receive your cheque or Postal Order.

- If you selected to pay by Worldpay, it could take anything from 15 minutes to a few hours to authorize your card.

- If you selected to pay via Paypal, the download links were emailed to you IMMEDIATELY after you ordered so you should have them by now. Wait a little while for the email to come through to you in case your mail server is busy, but if you are still not in receipt of the download links after a couple of hours, please contact us for support. Also remember that if you paid by Paypal, the download email will have been sent to the PRIMARY email address that you have registered with Paypal (which may or may not be the email address you used to make the order). To check your Primary address, login to your Paypal account, click on "Profile", then click on "email".

If you can't remember which payment option you chose, here is a copy of the checkout page to help remind you:

http://www.mp3backingtrax.com/checkoutexample.htm

3. You may have mis-typed your email address when you made the payment (it's easily done and a common occurence)! If you have mis-typed your email address even by one wrong letter or digit, then the email containing the download link will not get to you. If you suspect that this has been the case, let us know right away. We should be able to obtain your correct address from the email you send us and hopefully reconcile it with your missing order.

4. Are you using a work-place email address? Most work-places have strong firewalls, high privacy settings, and strict anti-spam filters running on their employees computers which often treat the email that our shopping cart sends out as 'spam' (because it comes from an automatic emailing system). Ask your IT department to reduce the security settings on your machine to allow emails to be received and downloads of large files enabled. If they are unwilling to do this, then it is better that you only make orders from your home computer using a personal email address.