If you have difficulties receiving your tracks after making a payment, please scroll down to 'Help after ordering' below.
1) Help during ordering, including checkout issues
Please take care to order the correct works. When purchasing a full sonata or concerto, it will include ALL of the tracks on that product page, so you should not order the individual movements as well! Likewise, when purchasing the 'practice version' of a track, be aware that it is included when purchasing the performance track immediately above it, for only a slightly higher price. All of the ticked movements will be included in the order at the stated price, although you may untick any movements you do not want.
Checkout problems: Just occasionally, some customers can find problems with completing the checkout procedure at SagePay. This can be due to the enhanced security methods they use, which sometimes require a (forgotten) password! If you find a problem and the order fails the first time, you can try submitting the order again, and this time use the PayPal option (button) instead of clicking on a card icon. You do not need a PayPal account, or to sign up for one, in order to use this method, as it gives you the option to make a one-off purchase using your credit/debit card. The security levels of PayPal are of course as high as with SagePay, but the different methods they use can sometimes make the difference between a successful or failed order!
However, if on a rare occasion both of the above checkout options fail, then there is an alternative payment method you can use, explained on this page (click here).
2) Help after ordering
While the majority of customer orders are able to be completed without any trouble, if you find any difficulty in receiving the links to your MP3 files please contact me and I will send them to you myself. Also, if you discover any tracks are incomplete due to download issues (sometimes down to location, or ISP provider) I can also resend the tracks, even if you only discover this weeks or months after making the order.
I always ensure my customers get the tracks they pay for, so if there are any issues at all please, or by replying to the receipt email.
I find the easiest way to resend tracks, especially if there are lots of them to send, is to set up a Dropbox folder with your files in. I then share this folder with you, and keep the folder open for at least two weeks, allowing plenty of opportunity for you to access and download the files. You do not need a Dropbox account either to access or download the files, although if you happen to have one you can transfer the tracks straight to you own Dropbox which enables you to access them on any device you own.
Occasionally, if there are just one or two tracks to send, or the Dropbox method doesn't work, I can attach files to an email instead. If all methods of receiving the tracks fail then I will issue a refund, though I have not yet had a case where the tracks were unable to be accessed and downloaded somehow!
After ordering, the original links are set to expire after 48 hours. During these 48 hours you are able to click on the links on either the receipt page or email and download the files permanently to your computer or mobile device.
(Apple® customers should refer to FAQ no.19 for further advice about downloading.)
After this 48 hour period has elapsed, clicking the links will provide an error message, but don't worry if you haven't had the chance to download everything as I will be able to send you any missing tracks. Just contact me using the link at the top of this page, and I'll send the tracks by email or set up a Dropbox folder for you.
If you have any further questions, please