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Everything here starts from one thing: identifying the email address used at checkout. Most billing questions turn out to be a purchase sitting quietly under a second address.

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Find your purchase

1

Search your inbox

Search every address you might have used for the order confirmation. Check spam and promotions folders too.
2

Note the order number

The confirmation carries an order number in the form #4708. This is the fastest way for support to locate anything.
3

Sign in with that address

Go to app.ecomelixir.com and sign in with the purchase email. Your downloads, templates, and licenses live under that account.
If you bought through a company card or an agency, the confirmation often went to whoever paid rather than to you. Check with them before assuming the order is missing.

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Get an invoice or receipt

Your order confirmation email doubles as a receipt for most purposes. If you need a formal invoice, for example with a company name and VAT or tax number on it, request one and include:
  • The order number
  • The billing email
  • The exact company name and address you need on the document
  • Your tax or VAT registration number, if it must appear
Ask for the company details to be added before you need to file. Reissuing an invoice after the fact is possible but slower, and some details cannot be changed retroactively.

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Common situations

Check spam and promotions, then search for the payment rather than the email: your card or PayPal statement shows the date, amount, and reference. Bring those to support along with the last four digits of the card. Do not send the full card number.
You are almost certainly signed in with a different email. Identify the address on the order confirmation and sign in with that one. If two accounts exist and you want them combined, ask support to merge them and name both addresses.
Keep the payment date, amount, and reference. Contact support with those details rather than repurchasing. A duplicate purchase creates a second license you then have to reconcile.
Review the refund terms shown at purchase and in the current policy first. Eligibility for a digital product depends on the published policy and the circumstances of the purchase, so check before submitting.
Keep a record of license IDs, the purchase email for each, and which store each one is assigned to. See Activate your license for why this matters when a key stops working.

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What to include when you ask

Never send a full card number, a CVV, or an account password in a support message. The last four digits and a date are enough to identify a payment.