A payment that did not unlock your documents

2 min read
Quick answer
First check whether the charge actually went through on your card. If it did, open a Support request in your account straight away and we will put it right. A check runs automatically in the background as well, and often sorts this out on its own. Please do not pay a second time.

This is uncommon, and it is fixable. Work through it in this order.

1. Please do not pay again

If you are not sure whether the first payment went through, paying a second time is the one thing that makes it harder to sort out. Leave it, and work through the rest of this page.

2. Check whether the charge actually went through

Look at your card or bank statement, or your banking app.

  • No charge. The payment did not complete. Nothing has been taken from you. You can go back to the purchase page and try again.
  • A charge is there, or a pending authorisation. Go to step 3.

A pending or "authorised" entry is not always a completed payment — some banks show one and then drop it. If it is still only pending, it is worth giving it a little time before doing anything else.

3. Sign out and back in, and reload

Occasionally the payment has landed and your browser is showing you an older view of the page. Sign out, sign back in, and open Your documents again.

4. Open a Support request

If the charge is on your statement and your documents still show as locked, tell us straight away.

Sign in, choose Support in the sidebar, then Start a new request. For What is this about? choose My purchase credits. In Tell us what is happening, it helps if you say:

  • roughly when you paid,
  • what the charge looks like on your statement, and
  • what Your documents is showing you now.

Please do not include your full card number — we never need it, and we will never ask you for payment information. The last few digits are more than enough.

You will get a reference beginning TK- and we will reply in that same thread. See How support works.

About the automatic check

There is a check that runs on its own in the background, periodically, looking for payments that were taken but never applied to an account, and completing them. So this sometimes resolves itself without you doing anything.

It does not catch every case, which is why step 4 matters. Opening a request costs you nothing and means a person is looking as well.

If you would rather have your money back

If you would prefer a refund to having it fixed, see Requesting a refund. Our Refund Policy is the authority on what qualifies.

This is a DIY-assisted will kit, not a law firm, and not legal advice — see our disclaimer.

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