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COMMON QUESTIONS

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

Please make sure the billing details entered match those of the registered card holder, otherwise your card issuer will decline the transaction.

Depending on how your card issuer confirms transactions, you may need to authorize the transaction via your banking app, by confirming the transaction via an SMS text sent from your card issuer, or by calling your card issuer directly to authorize the transaction.

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.

This is how to retrieve purchased CD Key(s) from 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 order status is "Completed" then the CD key(s) are ready to retrieve. If the order status is "Processing" or "On Hold" then we are working on completing your order.

  3. View The Order

    Click "View" next to the relevant order.

  4. Retrieve CD Key(s)

    The CD Key(s) will be visible roughly halfway down the order page under the heading "CD Key(s)", in either text or image format. If you have more than one key on your order you will have the option to download them all as a list in txt or csv format.

  5. Activation/Installation

    All product pages have an "Activation" tab containing relevant guides or download links for the specific product.

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 for some reason.

Please send us a message via the contact us page 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.

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CONTACT DETAILS

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Our Address

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

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