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Billing Questions

We recognize that you may sometimes have questions regarding financial issues associated with your purchase. Find out more about credit card and non-credit card payment methods available, order verification process and product delivery. Please use the navigation buttons below or main navigation menu to browse the topics.

My link is not active anymore. What do I do?

After-payment questions
  |  
July 06 2011

Please, contact our technical support department. You may contact them via live chat : http://chat.template-help.com/ Or you may submit a trouble-ticket via : http://esupport.template-help.com/ to get a prompt reply.

Please, do not forget to provide our technical support representatives with your order number, your e-mail address which you used for your purchase, your name and your template number.…

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I haven’t received my download link. What do I do?

After-payment questions
  |  
July 06 2011

First, make sure that you have submitted your e-mail address correctly for delivery purposes.

Second, please check your email “Bulk/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from Template Delivery Service “billing@template-delivery.com”.

Third, you may contact our representatives for assistance at billing@template-help.com.…

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I need to edit/change my invoice. How do I do this?

After-payment questions
  |  
July 06 2011

Please, submit your request to billing@template-help.com. You should provide us with details for the new invoice. Usually such requests are handled within 24-48 hours.…

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My card was overcharged. What do I do?

After-payment questions
  |  
July 06 2011

Please contact us at billing@template-help.com with the screenshot of the credit card statement showing extra charges and we will reply you within 1 business day with all the details…

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My card got charged twice for the same purchase. What do I do?

After-payment questions
  |  
July 06 2011

Please contact our billing representative via live chat at http://chat.template-help.com/ or via e-mail billing@template-help.com with your order.…

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I received a request to send a copy of my passport/ a drivers license or credit/debit card. Is it legal?

After-payment questions
  |  
July 06 2011

Although the credit card was accepted by the merchant system we keep the right for our own anti-fraud verification. It is clearly stated in our Terms and Conditions. In all cases of fraudulent activity online it is always the vendor who suffers the loss.

Therefore, we kindly asked you to undergo our verification procedure. It helps us to prevent the …

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I do not recognize the charge on my statement. I did not purchase your product. What do I do?

After-payment questions
  |  
July 06 2011

In order to assist you in resolving this problem we kindly ask you:

-please, provide your full name as it is on the credit card, exact sum as it is on statement and exact date of the transaction;

-your credit card number in the following format: 4444 XXXX XXXX 5555 (we ask you to provide only the first and the …

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Amex doesn’t process my international payment. What do I do?

Purchase process
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July 06 2011

Please contact them directly and ask them to unblock this transaction from their end. If you do not wish to unblock your card for international transactions you may pay with AMEX via Paypal merchant system with the card directly without creating the account with them.…

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How do I pay with Webmoney?

Purchase process
  |  
July 06 2011

You can pay via Webmoney either by choosing Webmoney option or Robox option on our checkout page. …

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I paid via Moneybookers and have not received anything. What is the problem?

Purchase process
  |  
July 06 2011

Since Moneybookers/Skrill merchant system supports different types of payments there may be several reasons for this:

If you paid via bank transfer it may take several business days for the order to go through. We will send you the product as soon as we receive a notification from the merchant system that the transfer is completed.

If you paid with …

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I paid via Googlecheckout and have not received anything. What is the problem?

Purchase process
  |  
July 06 2011

It may take some time from Googlecheckout to process your card. Usually it takes from several minutes up to 6 hours, it depends on GoogleCheckout and we can’t speed up this process. They may also decline your card and send you the request to provide them with the new one. In this case they should send you an e-mail with …

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I paid via PayPal and have not received anything. What is the problem ?

Purchase process
  |  
July 06 2011

This might happen if you initiated the eCheck transaction via paypal. In this case it will take several business days for the order to go through. The ETA for clearing can be checked in your paypal account. …

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How do I process my card via PayPal ?

Purchase process
  |  
July 06 2011

You can purchase the template with the card without creating the account with PayPal. To do this please choose PayPal option on the checkout page and press *Don’t have PayPal account?* on the next page. Than follow the instructions on-line. …

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PayPal does not approve my transaction. What do I do?

Purchase process
  |  
July 06 2011

If you still want to place your order via PayPal , you need to know which payment methods are available when sending money :

When you pay , the first thing PayPal will do is check your PayPal balance to see if you have enough to cover the payment. If you do, they will use your balance to make the …

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Why do I need to verify my order ?

Pre-Purchase FAQ
  |  
July 06 2011
The verification procedure is aimed at enabling secure shopping for all of our customers. The usual order confirmation procedure will last no more than 15 minutes. If you have any difficulties with verification, you can contact our Billing Department via Live Chat or Ticket System.…
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How long does it take to get the template after the purchase?

Pre-Purchase FAQ
  |  
July 06 2011

It depends on the payment method you choose. If you order the template with credit or debit card or instant payment via PayPal or Moneybookers option than it will take up to 10-15 minutes to get the template.

If you purchase the template via e-check option or a bank transfer it will take several business days for the order to …

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How do you deliver your products?

Pre-Purchase FAQ
  |  
July 06 2011

Once the order is completed you receive an e-mail with download instructions. Each product is downloaded via a unique download link. We do not ship our products on CD/DVD or other digital carrier. …

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I have a PO Box. How do I put my billing address?

Pre-Purchase FAQ
  |  
July 06 2011

Just put it into the billing address field on our checkout page. …

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How do I become a reseller?

Pre-Purchase FAQ
  |  
July 06 2011

You can learn about our affiliate program by visiting this page: https://www.templatemonster.com/register_aff.php and if you will have any further questions please feel free to contact our affiliate department directly at support@mytemplatestorage.com …

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Where do I enter the discount code?

Pre-Purchase FAQ
  |  
July 06 2011

Please mind that you may enter a discount code on the shopping cart page in the appropriate field at the bottom of the page.…

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I need my company data on the invoice. What can I do?

Pre-Purchase FAQ
  |  
July 06 2011

If you want to include any specific information into your invoice (such as company name, VAT number etc), please send your request via e-mail to billing@template-help.com. You will be assisted within 1-2 business days. …

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Do you accept Visa (MC, AMEX, Diners club)?

Pre-Purchase FAQ
  |  
July 06 2011

We accept all major credit and debit card types. You will be able to choose the type of your card during the checkout process on-line.

Make sure that your card is allowed for Internet transactions.…

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Can I pay with credit card?

Pre-Purchase FAQ
  |  
July 06 2011

You can purchase our products with your credit/debit card using one of our merchant systems: Transact Pro (pay by card), Paypal, Googlecheckout etc. Our payment gateways accept: Visa, MasterCard, Discover, American Express, Dinners, JCB. We recommend using Transact Pro or Googlecheckout pay with your card. Alternatively, you may choose PayPal to pay with your card. Please mind that it is …

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Will I be charged extra if I pay by bank transfer?

Pre-Purchase FAQ
  |  
July 06 2011

Our company does not charge extra fees if you pay via bank transfer. It may be possible that your bank inflicts additional fees.…

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Will I be charged for the template only once?

Pre-Purchase FAQ
  |  
July 06 2011

Please mind that the payment for your template is a one-time charge. No additional fees apply.…

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How long does it take for the order to go through if I pay via bank transfer?

Pre-Purchase FAQ
  |  
July 06 2011

It depends on the chosen merchant system. Usually, an ETA for your payment can be reflected in your transaction receipt from the merchant system. Please, mind that a bank transfer is not an instant payment option and be ready to give about 2-5 banking days for a transfer to be cleared.…

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Can I pay via bank transfer?

Pre-Purchase FAQ
  |  
July 06 2011

You can pay for the template via Moneybookers\Skrill merchant system. You may also place an order via eCheck with PayPal which will allow you to use bank transfer to fund your PayPal account. If you need any specific advice, feel free to contact billing@template-help.com.…

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I paid with Moneybookers.com but have not received my product

After-payment questions
  |  
November 15 2010
Apparently your order status is pending. Your payment may have been delayed for one of several reasons. First, you need to be sure that you have already sent enough money to your online Moneybookers.com account to cover the amount of the order. Your account balance may be seen on login at www.moneybookers.com. Delay can also occur if your bank transfer…
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How do I pay with Moneybookers.com?

Pre-Purchase FAQ, Purchase process
  |  
November 15 2010

Moneybookers.com provides excellent methods for making payments. You will find several advantages to making payments through this gateway because you only need an email address to qualify. The payment is processed instantly. You must first register on their website www.moneybookers.com. Within minutes you will receive a confirmation by e-mail to verify the e-mail address from which you will manage your …

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Can I pay by check or over the phone?

Pre-Purchase FAQ
  |  
November 15 2010

Unfortunately, we do have the option to take orders by telephone. We do not accept payment by check directly. However, payment by e-check through your PayPal account is an option. Additionally, you may upload funds to your Moneybookers.com (Skrill) account by check. After that you will be able to use this account to make payment.…

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What is SMS and what do I need to do to complete my order?

Purchase process
  |  
November 15 2010
SMS is the short message service provided by your cell phone operator. Moneybookers.com sends a verification code to your cell phone to verify your credit card. Please, make sure your cell phone supports SMS.

Note, if you do not get this code shortly after placing the order your payment has not processed. You may correct your mobile phone number in…
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What is WebMoney?

Pre-Purchase FAQ
  |  
November 15 2010

WebMoney is an integrated payment option that enables you to make money transfers in real time, provided that you have Internet money in accounts such as E-Gold, WMZ etc. When choosing this payment method, you will be transferred to roboxchange.com which will instantly convert any internet currency in order to make the payment. A Webmoney transaction is considered one of …

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What is CVV code?

Purchase process
  |  
November 15 2010
CVV stands for Credit Card Verification Value. The CVV is a 3 or 4 digit code embossed or imprinted on the signature panel on the reverse side of Visa, MasterCard and Discover cards and on the front of American Express cards. This code is used as an extra security measure to ensure that you have access and/or physical possession of…
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What if my credit card does not have a CVV2 code on the back?

Pre-Purchase FAQ, Purchase process
  |  
November 15 2010
Customers with credit cards that do not have CVV2 codes can simply leave the CVV2 field blank on our order page. If the card is supposed to have the CVV2 code, then the order will fail, and the buyer will need to contact the issuing bank.…
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“Link is inactive” message

After-payment questions
  |  
November 15 2010
Q: I get the message “link is inactive” when I click on this link.

A: Please contact our Friendly Support Team and provide your purchase info (one of the following: your email address, transaction ID, merchant system order number, or name of the cardholder):

Live Chat: http://chat.template-help.com/
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-347-342-0463 ext 3

We will reactivate your link
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Are my payments absolutely secure via Credit Card?

Pre-Purchase FAQ, Purchase process
  |  
November 15 2010

To provide our customers with different payment methods we process orders through several well respected and extremely reliable companies: Transact Pro, Google Checkout, PayPal and Moneybookers/Skrill. All of these companies use SSL protected areas. This means all the data you submit will be taken and transmitted only after full encryption (always check the secure connection icon in your browser). Warning! …

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Lost files – how can I redownload?

After-payment questions
  |  
November 15 2010
Q: My computer has crashed and I have lost my templates! Is there any way I can re-download?

A: Please contact our Friendly Support Team and provide your purchase info (one of the following: your email address, transaction ID, merchant system order number, or name of the cardholder):

Live Chat: http://chat.template-help.com/
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-518-320-8715
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How will the charge show up on my credit card statement?

Pre-Purchase FAQ, Purchase process
  |  
November 15 2010

Depending on which payment method you choose, the charge for your order will be shown on your billing statement in a different way. It may appear as “template-help.com” or “Jetimpex.inc’. Please, make sure to confirm the correct name of your payment service on the checkout page of the merchant system. For more information you can contact our Billing Representatives:

Billing …

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The link goes nowhere

After-payment questions
  |  
November 15 2010
Make sure that you don’t have firewall restrictions that prohibit this download. Try to use this link on another computer. If it still doesn’t work, please contact our Support to get another link.…
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Does the link expire in 24 hours?

After-payment questions, Pre-Purchase FAQ
  |  
November 15 2010
Download links are activated for 3 days during which you will be able to download your template. If the link is NOT active for technical reasons during the this three days, then please contact the Support Department at Template-Help.com at:

Live Chat: http://chat.template-help.com
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-347-342-0463 ext 3

We will reactive the links for you!…
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My credit card was declined. What do I need to do?

Purchase process
  |  
November 15 2010
In order to know exactly why the purchase failed we would need to have the exact error message you are receiving. However, we advise you to contact your issuing bank and confirm that the failure is not related to problems there with the declined transaction. If the issuing bank confirms that there is no problem with your account then make…
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I do not have a phone for verification.

Pre-Purchase FAQ, Purchase process
  |  
November 15 2010
Unfortunately, we cannot process an order without verification. Our company has a firm policy on this.

Without a telephone we cannot call the customer to confirm the order, so in this case the customer is obliged to provide us with documents to prove the order’s authenticity. A passport or driver’s license copy can be faxed, or a scan or digital…
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I received no download instructions

After-payment questions, Purchase process
  |  
November 15 2010
First, make sure that you have submitted your e-mail address correctly for delivery purposes.

Second, please check your email “Bulk/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from Template Delivery Service “billing@template-delivery”.

Third, you may contact our representatives for assistance at billing@template-help.com.…
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How do I know if my payment has gone through?

Credit card transactions are shown instantly upon authorization, you will receive a payment confirmation receipt right after the payment is processed.…
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I misspelled my email while ordering

After-payment questions, Purchase process
  |  
November 15 2010
Please contact our billing department and provide us with your correct email. We will send the link to your corrected email address immediately!

Billing Chat: http://chat.template-help.com/
Submit a Ticket: esupport.template-help.com
Phone: 1-347-342-0463, 1-347-342-0463 ext 3
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Why do I have to undergo anti-fraud verification?

Purchase process
  |  
November 15 2010
Although the overwhelming majority of our customers are genuinely honest, there are cases of unauthorized credit card usage. Therefore, all of our orders are subject to a manual anti-fraud check. This verification procedure is aimed at enabling secure shopping for all of our customers. The usual order confirmation procedure will last no more than 15 minutes and does involve phone…
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Do you sell adult website templates?

Pre-Purchase FAQ
  |  
November 15 2010
Please visit www.adult-templates.com to review adult templates.…
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How do I know the template package file size?

Pre-Purchase FAQ
  |  
November 15 2010
You can contact us directly to get the file size. You can also join our support chat at www.template-help.com/chat or submit a help ticket at esupport.template-help.com with the serial numbers of the template you want to know about. You can also call: 1 518 312 4147 begin_of_the_skype_highlighting              1 518 312 4147      end_of_the_skype_highlighting and our operator will answer all of your questions. We…
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If I purchase 10 or more templates at one time, can I get a rebate?

Pre-Purchase FAQ
  |  
November 15 2010
To get a rebate please contact our Billing Department via Billing Chat at www.template-help.com/chat or submit a ticket at esupport.template-help.com.…
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