Contact Us

COMMON QUESTIONS

If your card is declined during checkout your order status will show as "Failed" on your My Orders page until a payment is received.

Please make sure the billing details entered at checkout match those of the registered card holder otherwise your card issuer may decline the transaction. The most common decline reason is the ZIP/Postal code not matching the details card issuers have on file.

You may need to authorize the transaction with your card issuer via your banking/card app, via an SMS text sent from your card issuer, or by calling your card issuer directly.

The charge may temporarily appear as pending on your card statement before being automatically removed if a payment is declined.

All products are delivered digitally as a unique "key" in text or image format for you to redeem on the relevant platform, nothing is physically shipped.

Delivery is usually instant, but can take up to 24 hours if we need to manually process an order and/or verify the billing details in accordance with our fraud prevention policy.

Once an order is verified you will receive an email containing a link to retrieve the key(s) securely from your Vevo Digital account page.

Once you have placed an order and it has been completed, this is how to retrieve CD Key(s) from your Vevo Digital account. You will also receive an email with a direct link to the order page within your account.

  1. Orders Page

    Head to the My Orders page and log in if prompted (using the details used at checkout). If you used a social log in button at checkout please use the same one.

  2. Order Status

    Once logged in, you will see a list of your orders. If the status is "Completed" then the CD key(s) are ready to retrieve. If the status is "Processing" or "On Hold" then we are working on completing your order. If the status is "Failed" then the payment failed at checkout and the order is unpaid.

  3. View The Order

    Click the "View" button to open the order page.

  4. Retrieve CD Key(s)

    The CD Key(s) will be displayed roughly halfway down the order page under the heading "Your CD Key(s)", in either text or image format.

First, please check your spam/junk folder as this is the most common reason people do not initially see emails.

If it has been more than 5 minutes and there are no emails in your spam/junk folder, it is possible that your email address was entered incorrectly at checkout or that our emails to you have bounced.

Please send us a message here including as much information as you have about your order so we can investigate.

In the situation that your key shows as invalid when you attempt to redeem it first please make sure that you have entered the code correctly and that you are using it in line with any restrictions or guidelines stated on the product page.

If your issue persists, please send us a message here with your order number, an explanation of the issue and ideally include a screenshot or photo of the error so we can diagnose and resolve your issue as swiftly as possible.

In the situation that your key shows as used when you attempt to redeem it first please make sure that it has not already been applied to your account as this is the most likely and common cause. To confirm this is not the case please log out of your account on the service you are attempting to redeem to, log back in and then check the relevant subscriptions/library area on your account where products linked to your account are listed.

If your issue persists, please send us a message here with your order number, an explanation of the issue and ideally include a screenshot or photo of the error so we can diagnose and resolve your issue as swiftly as possible.

MESSAGE US

Please select the most relevant subject so we can collect the correct information
CONTACT DETAILS

Message Us

Complete the form on this page and we'll email you back within 24 hours

Live Chat

Icon in the bottom right of your screen during business hours

Our Address

VeVo Digital Limited, 15/F Hillier Commercial Building, 65-67 Bonham Strand East, Sheung Wan, Hong Kong

Leave your email address and desired quantity: