Something went sideways. Let's fix it.
Most of what goes wrong with a payment is one of a handful of things, and all of them are answered below. If yours is not, write to us — a person reads every message.
Include one of these
- The order reference. It is on your payment page and in the e-mail that carried the key, and it finds the order straight away.
- Or the date and the amount of the charge, exactly as your statement shows them.
Questions and answers
Open the one that matches. There is no wrong one to pick.
My key has not arrived
Keys are e-mailed the moment the payment clears, usually within seconds, to the address given at checkout. Check the spam folder first. If it is not there after a few minutes, write to us with the reference and we will send it again.
I gave the wrong e-mail address at checkout
Write to us with the order reference, or the date and amount of the charge, and say which address the key should go to. Send it from an address you can be reached at so we can reply.
There is a charge from KEYHALT I do not recognise
KEYHALT on a statement is a software licence bought through a store that takes its card payments here. Tell us the date and the amount and we will tell you what the order was and where the key was sent.
My payment link expired or says it has been used
Links are made for one order, last fifteen minutes and can be paid once — which is what stops a forwarded or bookmarked link being paid twice. Nothing has been charged. Go back to the store and start the checkout again.
My card was declined
A decline comes from your bank, not from Keyhalt. The payment page shows whatever reason Stripe passes back, and often that is all anyone is told. You can try another card on the same page while the link is still live; a declined attempt charges nothing.
I think I was charged twice
Send us both amounts and dates. A duplicate charge for the same order is always refunded.
Can I have a refund?
If you were charged twice, never got a key, or got one that does not work and cannot be replaced, yes. A working key you changed your mind about is not refunded: delivery is immediate and a delivered key cannot be taken back. Ask within 14 days of the payment.
Should I ask my bank to reverse the charge?
Please write to us first. A chargeback takes weeks and voids the licence, where an e-mail usually settles the same thing the same day.
The product does not work the way I expected
Ask the store you bought it from. Keyhalt takes the payment and delivers the key; it does not make the products and cannot answer questions about what they do or what they support.
Do I have a Keyhalt account?
No. There is nothing to sign up for, no password, and no login page. If something asks you to log in to Keyhalt, it is not us.
What does Keyhalt know about me?
The order — what was bought, what it cost, when, the reference, and the e-mail the key went to. Not your card number: that goes straight to Stripe and never reaches Keyhalt.