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Downloading Products

Purchasing and downloading software through the Primary Extra store is easy, quick and secure. In the unlikely event that you experience problems with this process please read the information below. If you still can't download your purchase then please do not hesitate to contact us.

What happens when I purchase a downloadable product?

If you purchase a downloadable product using the Paypal system then your order will be automatically processed and you will receive a link to the downloadable file after a few minutes. You can also view the download link by logging in to the store and viewing your order.

If you have chosen to pay by cheque then the file will only be available for download once we have received and manually processed your payment.

If you've selected the option of a CD backup then a copy of your software will also be sent out to you by UK post.

How do I download a product I've paid for?

There are several ways to download your product. The easiest is simply to click on the link in the email you have been sent automatically from the Primary Extra store. Some email programs may require you to copy and paste the complete link into your web browser instead.

The other way to download your software is to log on to your Primary Extra store account, view your past orders, click on the relevant order and finally click on the software link. Please note that this is accessible through the account section of the Primary Extra store (using the username and password you created) and not the downloads section of the main website.

It says that my download limit has expired or I'm not authorised to download the files! What should I do?

The store automatically restricts the number of times you can download your software for security reasons and also gives you a limited time to complete the download. At the moment you are allowed to attempt to download the file 5 times. If you have accidently exceeded this limit then please get in touch and we'll be happy to manually reset the counter to allow you access to your software.

Help! My download keeps stopping! How can I download all of the file?

Sometimes the link between your computer and our server can be broken through the usual disruptions and loss of connection that are experienced on the Internet. If you have this problem we would recommend you install and use a download manager (it's well worth doing anyway) as this will automatically reconnect to our server and resume the download from where it left off. Many download managers are freely available on the Internet. We would recommend Fresh Devices download manager. It's the one we use ourselves because it's free and we believe it is safe and free of spyware. You can download the program from this location: http://www.freshdevices.com/freshdown.html

Help! I'm still having problems!

We want your order with Primary Extra to go as smoothly as possible. If you are experiencing problems downloading your purchases then please don't worry as we will do everything in our power to sort things out. Simply send us an email at the gp@primaryextra.co.uk address and we will get back to you as soon as we can.

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