I am experiencing an issue with a download

We are sorry to hear that you are having trouble downloading. The cause could be anything from a temporary glitch to a problem with your device or internet connection. However, you can already check the following causes:

• Fair Use Limit: Do you still have fair use points available?
• Premium Status: Does your account have a valid premium membership? Make sure there are no payment issues or that your account has been suspended.
• App Issue: Does the problem also occur directly via ‘Transfers’ on our website?
• Download blocked: Is your download being blocked by your anti-virus program or your Internet service provider? You can find more information here.

If you have ruled out the above causes, we can best help you by contacting our customer service team. To enable us to help you as quickly as possible, please provide us with as much information as possible, especially:

• Download Link: Be sure to send us the download link or the container file you used to start the download.
• Error Message: Send us the error message, if one was displayed.
• App: Tell us which app or tool you used to download it. Please also let us know if you have already tested any alternatives.
• Other: Anything else you can think of that might be relevant to us. We would rather have too much information than too little.