A product or service is missing from your account
Use this guide when an order appears paid but the related license or hosted service is absent from Licenses & Downloads.
Before you begin
Have the order number, purchase email address, product name and current order status available. Do not place a second order to work around a missing item.
Check the account and order
- Open My Account → Orders.
- Confirm the order belongs to the account you are currently using.
- Check that the order has reached a payment-confirmed state, normally processing or completed.
- Open Licenses & Downloads and check both Your product licenses and Your services.
- If the purchase included POM AI, also open POM AI Management and review Your POM AI subscription.
Pending or on-hold payments may not create new active access immediately. Some qualifying delayed renewal payments can preserve existing access temporarily, but that does not mean a new purchase has completed.
Check the purchase email
Payment-confirmed customer emails include a Your Pomatio products section when the order created a license or service. For security, the full license key is not sent by email; the message links to Licenses & Downloads.
If that section lists the product but the account does not, keep the email and order reference for support.
Different account email
A purchase made with another email address belongs to that other user account. Check the billing email on the order and try the account recovery flow for that address.
Do not share credentials between people or create repeated purchases. Ask support about the account ownership mismatch with both safe email addresses and the order number.
Expected result
A paid product appears as a license card; a paid hosted service appears under Your services; and POM AI access is summarized in POM AI Management when applicable.
If it is still missing
Send support:
- the account email address;
- the order number and order date;
- the product or service name;
- the exact order status;
- whether the purchase email contains Your Pomatio products.
Do not send payment-card data or place the full order invoice in a public channel. See Share support information safely.