Check the simplest causes first.
A short, consistent troubleshooting sequence prevents duplicate orders, outdated downloads, and unnecessary account changes.
1. Check the Status page
Confirm whether the website, account API, payments, or client compatibility are reporting a service problem. If maintenance is active, repeated retries may not help until the service returns.
2. Confirm the signed-in account
Open the Account page and verify the username and subscription state. If a purchase was made on one account but the desktop client is signed into another, access will not appear where expected.
3. Confirm the current release
Use the Download Center to compare your installed version with the recommended and minimum supported versions. If you downloaded a new file, verify its SHA-256 checksum before opening it.
4. Do not duplicate a pending payment
Open the existing order and read its current status. Payment detected, confirming, or manual review states should normally be allowed to finish instead of creating a second order immediately.
5. Capture the visible error
Record the exact user-visible message, page, approximate time, version, and order ID if relevant. Avoid screenshots that expose private account or wallet information.
6. Contact the correct support path
Send the smallest useful set of facts to support. This makes it easier to correlate the report with server logs and reduces the chance of exposing information that is not needed.