Get help with a purchase

First version

+ Something not right with a product you bought? Most problems are quickest to sort out with the store itself. Enviglo support is there for your account, downloads and problems with a store. Reports are for things that break Enviglo's rules.
   
+ ## Check the basics first
+  
+ - **You bought something on Roblox and it isn't in your library.** Check that your Roblox account is linked, and that it's the one you paid with: in [Settings](/settings), under **Connections**, Roblox should show as **Linked**. For a game pass, join the store's game after buying, because that's when the pass is recorded. See [Buy a product](/wiki/buy-a-product).
+ - **A download won't start.** Go back to your [library](/library) and press **Download** again: each download link works once and expires after 10 minutes. See [Your library and downloads](/wiki/your-library).
+ - **A product has gone from your library.** The store may have revoked your license or moved it to someone else. Message the store.
+ - **A Discord role is missing.** In the store's Discord server, run `/retrieve` and pick the product. The bot gives you the product's role back if it's missing. You need your Discord account linked for this. See [Discord bot commands](/wiki/discord-bot-commands).
+  
+ ## Message the store
+  
+ Stores handle support for their own products: how to use them, bugs, updates, and purchases in their game that didn't come through.
+  
+ 1. Open the store's page. From a product page, select the store's name or press **Visit store**.
+ 2. Press **Message store**.
+ 3. Add a **Subject** and your **Message**, then press **Send**.
+  
+ The conversation opens in [Messages](/messages), and you get a notification when the store replies. For a missing purchase, include your Roblox username, the product and when you bought it.
+  
+ If there's no **Message store** button, the store isn't taking messages. Try the links on its page, such as its Discord server, or contact Enviglo support.
+  
+ ## Contact Enviglo support
+  
+ Enviglo support handles accounts, myPod store claims, downloads and problems with a store.
+  
+ 1. Go to [New support ticket](/support/new). You can also choose **Support** from the account menu under your profile picture, then **New ticket**.
+ 2. Under **What is it about?**, pick a category. For something you bought that didn't show up, or a download that fails, pick **A purchase or download**.
+ 3. Add a **Subject** and a **Message**. Say what happened, what you expected, and any links, order details or usernames that help.
+ 4. Press **Send to Enviglo support**.
+  
+ Enviglo replies on the ticket, and you get a notification when it does. Each ticket shows its status: **Waiting for Enviglo**, **Waiting for you** or **Closed**. Press **Close ticket** once you're sorted. Replying to a closed ticket, or pressing **Reopen**, opens it again.
+  
+ You can open up to 5 tickets an hour. If you hit the limit, reply on a ticket you already have.
+  
+ ## Report a product, store or review
+  
+ Report something that breaks the rules, like stolen content, malicious code or a scam.
+  
+ 1. Find the report button:
+    - **Product**: on the product page, open the menu beside the breadcrumbs (**More options**), then **Report a problem**.
+    - **Store**: press **Report** on the store's page.
+    - **Review**: press **Report** beside the review.
+ 2. Under **What's wrong?**, pick a reason: **Stolen or leaked content**, **Malicious code**, **Scam or fraud**, **Inappropriate content**, **Spam** or **Something else**.
+ 3. Add **Details**, such as links or proof. They're required if you pick **Something else**.
+ 4. Press **Send report**.
+  
+ Reports go to the Enviglo team, not to the creator. You won't get a notification about the outcome. To add more detail later, open a support ticket and pick **Follow-up on a report**. You can send up to 10 reports an hour.
+  
+ ## Messages you might see
+  
+ | Message | What it means |
+ | --- | --- |
+ | **Enviglo is reviewing this product, so downloads are paused.** | Enviglo is looking into the product or its store. Downloads come back if it's cleared. |
+ | **You do not own this product.** | Your account doesn't hold an active license for it. If it's a subscription, it may have ended. |
+ | **This download isn't available any more. Open your library to see why.** | Something changed after the link was made, such as the license being revoked. |
+ | **The file is missing from storage. Contact the creator.** | The file can't be found. Message the store. |
+ | **This store is not accepting messages from you.** | The store has banned you. |
+ | **This store isn't taking messages right now.** | The store has switched messages off. |