Please note that we have changed the menu structure.To simplify navigation, your elopage account is now structured slightly differently. But the functions remain the same. We will adjust the help section and renew the screenshots. If you have any questions, our support will be happy to help.
Achtung, neue Menüstruktur! Um die Navigation zu vereinfachen, ist dein elopage-Account jetzt etwas anders strukturiert. Die Funktionen bleiben aber die gleichen. Wir werden den Hilfebereich anpassen und die Screenshots erneuern. Bei Fragen hilft unser Support gerne weiter.
This is a machine-translated article. We’re constantly working on improving translation quality for an optimized help center experience. We apologize for any inconvenience.

FAQs about purchase & delivery of products

Monika
Monika
  • Updated

tipp.pngHere we have put together some information for you on how to get access to the product after purchase.

 

ueberblick.pngOverview

When will I get access to the product?

With which payment methods are installments automatically debited?

When will the invoice be issued and where do I find it?

Will the invoice also be sent to me by mail?

I paid and received an email, but I don't see the product in my payer account

I bought a download product, but the download link has expired

 

When will I get access to the product?

With most payment methods you will receive the confirmation directly after the successful payment.

If the product is not on our platform or the seller offers a physical book, we cannot provide any information about the delivery or shipping of the product.

You should then receive information about this in the purchase confirmation email from the seller or on the thank you page that appears after the purchase.

If you have any questions, please contact the seller's support directly.


With the following payment methods, we may not immediately receive information about the payment and the money:

  • Payment in advance

    Here you transfer the amount via your bank. It is absolutely necessary that you use the intended purpose that was communicated to you so that the amount can also be assigned to your order. In general, transfers in the EU are processed within 1-2 bank days. As soon as the amount has been assigned to your order, you will receive the purchase confirmation email from the seller.

  • SEPA direct debit

    We only find out whether the direct debit has been redeemed 6 to 14 days after we have initiated the direct debit via the uniformly regulated procedure for SEPA direct debits in the EU. This means that you have already made the payment, but we will only find out later from your bank whether the direct debit has been honored.
    If the seller leaves the default setting for delivery, you will only then be able to access the product.

  • PayPal Payments

    For some payments, PayPal will hold your money for 21 days, so sellers cannot have access to it. 
    If the seller leaves the default setting for delivery, you will only then be able to access the product once PayPal releases the payment for the seller. Then please get in touch with the seller.

With which payment methods are installments automatically debited?

This depends on various settings and terms.

SEPA direct debit

The automatic debit always takes place when you use the SEPA direct debit.

Credit card payments

Since the new payment transaction directive PSD2 came into force, it cannot be said with certainty whether installments will be debited automatically without entering the secure code, because your bank makes the final decision according to its own criteria.

After you have confirmed the first payment with Secure Code, we will try to debit the additional installments automatically. The bank usually allows this. However, it can happen that the bank rejects the payment without your confirmation.
In this case, you will receive an email and usually lose access to the product.

  • Please go to your payment manage page 
  • click on "Change payment method" and re-enter your credit card details.

You can usually find the link to your payment manage page in the purchase confirmation or other emails relating to this order. If in doubt, your seller will be happy to help you and send you the link.

PayPal payments
Depending on whether sellers support automatic debit, installments will be debited automatically. If this is not the case for the seller, you will receive an email with the payment link 7 days before the due date.

Google Pay and Apple Pay

With Google Pay, the installments are debited automatically.

For all other payment methods such as Sofort, P24 and prepayment (and some PayPal payments), you will receive an email with your payment management link 7 days before the due date

 

When will the invoice be issued and where do I find it?

The invoice can be found in several places:
1. As an attachment to the purchase confirmation email after successful payment.

2. On the thank you page of the seller, if the standard thank you page is used by us.
3. In your payer account under >>Orders.

The invoice will only be created after successful payment - except for purchases on account. When purchasing on account, you will receive the invoice immediately and have the payment destination specified by the provider, which is printed on the invoice.

If you pay in advance, you will only receive the invoice once the payment has been allocated.

In the case of subscription payments, you will also only receive the invoice for the respective installment after payment.

Will the invoice also be sent to me by mail?

As a platform, we only offer invoices in PDF format. If your seller also sends this on paper, it is best to clarify this with the seller's support. However, this is rarely the case.

 

Who do I contact if I don't have a product after payment / didn't receive an email?

Then contact the provider's support directly. The seller can check the payment status or whether you have made a typo in your email address, for example.

 

I paid and received an email, but I don't see the product in my payer account

Please check which email address you used to order the product. You can see this in the purchase confirmation email.

Then please check in the account under Settings / Profile, with which email address you are logged in.
If you bought products from a seller on our platform with different email addresses, then you have multiple accounts.

  • Then log out and log back into the correct account.

If you have not yet created a password for the account with the new order,

  • log out, then click the link in the purchase confirmation email to create a password
  • and create a password for the new payer account.

I bought a download product, but the download link has expired

If you have a password for your payer account, please log in using the seller's login link. You can use this to download the product at any time.

If you do not have a password, please contact the seller's support so that they can activate the link for you again.

Was this article helpful?