FAQs

Problem Solving

Sometimes things don't go to plan. Below is some useful advice to help you access your purchases successfully.

How do I download my product?

Audio and video files can be downloaded onto a desktop and will be saved in your downloads folder by default. You will be able to open and play the files using the right software eg iTunes for audio files. If you are streaming video it can take a few minutes for the video to start streaming.

If you are experiencing difficulties streaming or downloading content please make sure to:

1. Check your internet connection

2. Use the correct browser - videos can not be streamed using Internet Explorer. Microsoft Edge, Mozilla Firefox or Google Chrome are recommended.

3. Check for ad-blockers - disable ad-blockers to stream successfully

4. Your software is up-to-date

5. Check the file size  - files larger than 1GB can be problematic if you don't have a strong and stable internet connection.

What are Zip format files?

Zip format files are a type of compressed folder that might contain multiple files. These file formats require specific applications for the extraction process. 

For information on the best way to extract files for your device please read more here https://docs.sellfy.com/article/282-download-and-stream-using-desktop#Zip_format_files

For more advice check out the help articles on Sellfy https://docs.sellfy.com/article/282-download-and-stream-using-desktop#quick_fixes_desktop

I did not receive the order that I paid for?

If you already paid for a product and have received an order confirmation with a transaction ID, please try and locate your downloaded email:

1. Check your spam / junk / promotions email boxes. 

2. If you don't know how to search these folders, trying doing a keyword search for "Sellfy" in your email.

3. If you don't find the email in any mailbox, contact Sellfy via support@sellfy.com and provide the unique Transaction ID for your purchase.