Purchase and access help

Start in Your purchases when payment, a download or guide access needs attention. Check the existing order and save its agreement before trying another payment.

Quick checks

Open Your purchases with the account used at checkout. Read Payment, Guide access and the confirmation-email message. Keep the purchase reference from your agreement and the exact message you see.

Paid, but no access yet

A checkout return does not unlock the guide. Bassilisk must verify the payment and record access. If Payment says Confirming payment, the purchase is still pending in Bassilisk. An incomplete payment check can leave it in that state even after you return from Stripe.

1. Choose Check payment status. This reloads the recorded status in Your purchases. If it stays unchanged, follow the contact step below.
2. If payment is Received and access says Save your agreement to open, choose Save purchase agreement. Access is waiting for the confirmation to be sent or downloaded. Reload the page after saving.
3. If payment remains pending, or is received but access stays unavailable, contact the seller using the agreement or the build's Purchase details. Include the order reference and displayed state. Do not pay again to troubleshoot.

A confirmation email can be pending or fail to send. Use the agreement download when offered. The page's instruction for failed email is: “Email delivery failed. Save your agreement and check your account email address.” A sent status does not prove that the message reached your inbox.

Cannot find a purchase

Purchase history belongs to the signed-in account. The page lists its latest 100 purchase attempts, including attempts that did not complete. A missing row alone is not proof that no payment happened.

1. Check which account you used at payment. Sign in with that account and reopen Your purchases.
2. Find the confirmation email or a saved agreement and check the guide, date and purchase reference. The history title follows the current published build, so compare those details too.
3. If the order is still missing, contact the seller with the reference. The purchase request form also accepts the guide name and purchase date when you do not have an order reference.

A download is refused

A purchased-file link requires the purchasing account, a paid purchase with active access and the recorded file from that purchase's build revision. Bassilisk also checks the stored file against its recorded identity. Missing files or failed checks return a refusal rather than substitute another file.

1. If the response says “Sign in required”, sign in with the purchasing account.
2. Return to Your purchases and choose Open purchased guide. Follow its file link again instead of using a copied link from another account or build revision.
3. If access says Access ended, follow the page's instruction: “Contact the seller using your agreement if this was unexpected.”
4. If the response says “Not Found”, record the filename and purchase reference and contact the seller. That response can mean an access check failed, the file is outside the purchased revision, or its stored copy could not be verified. It does not identify which cause applies.

The guide changed after purchase

The author's public build can move to a newer approved revision. Your purchased guide uses the revision recorded in your agreement. Its page says: “This copy is available through your purchase. It may differ from the author's current build.”

Open that copy through Your purchases and compare it with your agreement. For missing content, a correction or an external resource you cannot reach, contact the seller and identify the guide and file. Do not assume that the current public page replaces the purchased snapshot.

Send a withdrawal or refund request

1. Open Purchase details on the order and follow Withdraw from contract or request a refund. This carries the order reference into the form. You can also open the form directly without signing in.
2. Choose Withdraw from contract or Request a refund or remedy. Enter the purchase, your name and receipt email. For a refund or remedy, describe the problem and what you are requesting.
3. Choose Review request. Check the statement and use Edit details if needed. Nothing is sent until you choose Confirm withdrawal or Confirm refund request.
4. Choose Save receipt. The page says: “Your statement is recorded. Save your receipt while the seller reviews the request. A refund is not yet confirmed.”

If receipt cannot be confirmed, keep the form open and use Try again. For repeated failure or too many attempts, send your statement to the seller's email or postal address in the agreement. Submitting the form records a request; it does not execute a refund or change access.

Related

Read Buying a build guide, Understand purchase terms and Files and resources in a Build Guide.