I paid but the tool is still locked
Give the payment a few minutes, reload Manage products, and check you are signed in with the phone number that paid. Do not buy again until you have checked.
Check in order
- Reload Manage products
Open Manage products with a full page reload.
- Check the account
Make sure the phone number you are signed in with is the one you paid with.
- Wait a few minutes
A payment can take a short while to confirm before credits appear.
- Look for Payment pending
In Recent Work, an item marked Payment pending means the purchase has not confirmed yet.
If something goes wrong
"Could not start the interview. Please try again."
WhyThe unlock failed on the mock interview.
FixSee AI mock interview for what to do after paying.
"Complete the final step to unlock your download."
WhyThe document is not finished, so there is nothing to download yet.
FixOpen the item from Recent Work and finish it.
Money debited and nothing appeared at all
WhyThe payment did not complete on our side.
FixKeep the bank reference and see Payments and refunds.
Related questions
How long should I wait?
A few minutes is usually enough. If it is still missing after that, treat it as a payment issue.
What should I send support?
The phone number on your account, the tool you bought, and the date, time and reference of the payment.
