Purchased PRO theme 5 days ago…Order still on HOLD???

This topic has 9 replies, 2 voices, and was last updated 1 year, 9 months ago by support.

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July 19, 2022 at 2:53 pm #4998

David
Participant

I ordered the PRO version 5 days ago and have sent emails last 3 days to Support. You got the money, now can I have the PRO files so I can continue working on this project…OR, you can refund me. You choose, but do it soon or you leave me no option but to challenge the charge with PayPal.

July 20, 2022 at 10:46 am #5008

support
Participant

Hi,

Sorry for the inconvenience caused to you.

We have checked and found that the Order is pending, we still haven’t received the amount, that is why you are unable to receive theme files, we think Payment is from eCheck, you can cancel this Order and create a new Order with direct Payment, so as soon as Payment is completed you will get the theme files.

Please take backup of your site if any data is available before activating our premium theme.

Many Thanks

July 20, 2022 at 7:55 pm #5010

David
Participant

Grr….not sure how that option of eCheck even got enabled…but I never use that myself. Anyway, I have tried to cancel it from my end and there does not seem to be a way to do it. I the Paypal help section it mentioned you the merchant can cancel it from your end. Can you please attempt to do so and I will re-order using another method for instant transfer? It says pending till 7/24 and I do not want to continue to wait this long. Please advise if you can cancel from your end. Thx

July 21, 2022 at 10:21 am #5012

support
Participant

Hi,

No, we can’t cancel from our end, you need to wait till Order becomes completed OR you can do one thing, you make a normal Payment and use the theme and if we receive this eCheck Payment, we will refund you that amount.

Many Thanks

July 21, 2022 at 2:52 pm #5013

David
Participant

OK looks like the eCheck cleared last night, but when I click the Download buttons for the PRO files…(there are 2) both of them say “Go to Shop” and do not download anything. Please provide access to the PRO files. Thank you.

July 22, 2022 at 9:03 am #5015

support
Participant

Hi,

We have sent the files to your mail, please check.

Many Thanks

July 25, 2022 at 5:25 pm #5040

David
Participant

Please Help…. The package could not be installed. The theme is missing the style.css stylesheet.

July 25, 2022 at 5:38 pm #5042

David
Participant

Nevermind…I went back to the Download link and there were new zip files there this time. I think I am ok for now and will reach out if I get stuck again. Thx

July 25, 2022 at 6:09 pm #5043

David
Participant

Can you provide an email so I can make you an Admin to install this Theme correctly? I am frustrated that I am not seeing the Demo data, images etc and I am falling behind my schedule. Please help or I am going to have to ask for a refund and go back to templatemonster where I usually get my themes directly from. PLEASE help soon!

July 26, 2022 at 9:25 am #5046

support
Participant

Hi,

We have sent email through our support id, please check.

Many Thanks
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