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FREQUENT QUESTIONS

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 your issuer has on file, please double check this is correct.

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

If your card is declined for any reason at checkout you may see a temporary pre-authorization charge on your card statement, this will be automatically be removed by your card issuer as there was not a successful charge made.

Your order status will show as "Failed", "Pending Payment" or "Cancelled" on your orders page until a successful charge has been made for an order: https://www.vevodigital.com/my-account/orders/

This is how to access and use key(s) directly via your Vevo Digital account orders page. You will also receive an order complete email with a direct link to the order page.

  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

    You will see a list of your orders along with their status, below is the meaning of each status.

    Completed - Key(s) are delivered and ready to access.
    Processing - We are working on completing your order in accordance with our delivery policy.
    On Hold - We need to verify the billing details in accordance with our fraud prevention policy.
    Failed - The payment failed, no payment was taken but may show temporarily on your card statement.
    Cancelled - You may have manually cancelled the order, left the order unpaid or requested us to cancel it.
    Pending Payment - The payment is in progress and is waiting to be authorized or declined.
    Refunded - The order has been fully refunded, it may take several days to reflect on your card statement.

  3. View Order

    Click the "View" button next to the order.

  4. Your Key(s)

    Your key(s) are displayed roughly halfway down the order page under the heading "Your Key", in either text or image format.
    There is also an option to download any text key(s) in a CSV or TXT file which may be useful to keep for your records.

  5. Use Your Key

    Under each product on the order page will be an "Activation Guide" or "Download Link" button. Click whichever button is displayed to use your key.

Please check your spam/junk folder as this is the most common reason people do not see emails in their inbox.

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CONTACT INFORMATION

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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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