A payment or download did not finish
Recover an interrupted checkout, confirm existing access and retry a granted download without paying twice.
In this guide
If the bank authentication was interrupted #
Return to the same project and open its download prompt. Complete any remaining bank step or use Check payment status when offered.
Do not start another payment just because you closed the authentication window. Moozix checks the payment server-side before granting access, including after an interrupted browser flow.
If you were charged but access is missing #
- Confirm that you are signed into the account used for checkout.
- Reopen the same project: one-time packs are project-specific.
- Check the existing payment status if offered.
- If Pro was purchased, use I’ve upgraded · continue or reload after checkout completes.
- If access still does not update, email support with the account email, purchase date, session link and receipt reference.
Do not send a full card number, security code, password or bank verification code. Support can investigate a billing record without those details.
If the file transfer failed #
Use Retry latest download for a granted master within one hour to resume that same version without consuming another pack download. Check your browser's Downloads view and device storage space.
A new master is a different file. A retry grant for a previous version does not unlock a newer render. If your current pack has zero remaining, buy three more downloads for $5 or use Pro.
If the master itself failed #
A processing error happens before there is a valid new download. Use Retry mastering when appropriate or report the exact error. Buying more downloads does not fix a failed render or remote-storage outage.
An expired/deleted Free project is not restored by a new pack. Contact support about a billing issue separately from any request to recover unavailable audio.