Download help

Most download problems have a quick fix. Work through these in order.

I cannot find my download email

1. Check your spam or junk folder for an email from PrimeDocs.
2. Search your inbox for your order number, which starts with PD.
3. Make sure you are checking the email address you used at checkout.
4. Still nothing? Your purchases are always available in your library, no email needed.

My download link expired

Download links expire for security. Get a fresh one anytime from your library, or contact support if you checked out as a guest and have not claimed your purchases yet.

The file will not open

• ZIP files: extract them first. On most computers, double-click the file or right-click and choose Extract.
• PDF files open in any free PDF reader, including your web browser.
• Word, Excel, and PowerPoint files also work in free tools like Google Docs, Sheets, and Slides. Each product page lists exactly what software the product needs.

Still stuck?

Email support with your order number and a description of what happens when you try. We will fix it or send replacement files.