Billing questions

Pre-Purchase FAQ

Is free technical support limited in time after purchase is done?

There is no time limit. You can contact our Support Team 24/7.

The verification procedure is aimed at enabling secure shopping for all of our customers. The usual order confirmation procedure will last no more than 15 minutes. If you have any difficulties with verification, you can contact our Billing Department via Live Chat or Ticket System.

How long does it take to get the template after the purchase?

It depends on the payment method you choose. If you order the template with credit or debit card or instant payment via PayPal or Moneybookers option than it will take up to 10-15 minutes to get the template.

If you purchase the template via e-check option or a bank transfer it will take several business days for the order to go through.

How do you deliver your products?

Once the order is completed you receive an e-mail with download instructions. Each product is downloaded via a unique download link. We do not ship our products on CD/DVD or other digital carrier.

I have a PO Box. How do I put my billing address?

Just put it into the billing address field on our checkout page.

How do I become a reseller?

You can learn about our affiliate program by visiting this page: https://www.templatemonster.com/register_aff.php and if you will have any further questions please feel free to contact our affiliate department directly at support@mytemplatestorage.com

Where do I enter the discount code?

Please mind that you may enter a discount code on the shopping cart page in the appropriate field at the bottom of the page.

I need my company data on the invoice. What can I do?

If you want to include any specific information into your invoice (such as company name, VAT number etc), please send your request via e-mail to billing@template-help.com. You will be assisted within 1-2 business days.

Do you accept Visa (MC, AMEX, Diners club)?

We accept all major credit and debit card types. You will be able to choose the type of your card during the checkout process on-line.

Make sure that your card is allowed for Internet transactions.

Can I pay with credit card?

You can purchase our products with your credit/debit card using one of our merchant systems: Transact Pro (pay by card), Paypal, Googlecheckout etc. Our payment gateways accept: Visa, MasterCard, Discover, American Express, Dinners, JCB. We recommend using Transact Pro or Googlecheckout pay with your card. Alternatively, you may choose PayPal to pay with your card. Please mind that it is not necessary to create a PayPal account in order to pay with your card.

Will I be charged extra if I pay by bank transfer?

Our company does not charge extra fees if you pay via bank transfer. It may be possible that your bank inflicts additional fees.

Will I be charged for the template only once?

Please mind that the payment for your template is a one-time charge. No additional fees apply.

How long does it take for the order to go through if I pay via bank transfer?

It depends on the chosen merchant system. Usually, an ETA for your payment can be reflected in your transaction receipt from the merchant system. Please, mind that a bank transfer is not an instant payment option and be ready to give about 2-5 banking days for a transfer to be cleared.

Can I pay via bank transfer?

You can pay for the template via Moneybookers\Skrill merchant system. You may also place an order via eCheck with PayPal which will allow you to use bank transfer to fund your PayPal account. If you need any specific advice, feel free to contact billing@template-help.com.

How do I pay with Moneybookers.com?

Moneybookers.com provides excellent methods for making payments. You will find several advantages to making payments through this gateway because you only need an email address to qualify. The payment is processed instantly. You must first register on their website www.moneybookers.com. Within minutes you will receive a confirmation by e-mail to verify the e-mail address from which you will manage your account. After that you can pay by either of two methods:

pay with your credit card directly, or
make a transfer through a verified account.

Can I pay by check or over the phone?

Unfortunately, we do have the option to take orders by telephone. We do not accept payment by check directly. However, payment by e-check through your PayPal account is an option. Additionally, you may upload funds to your Moneybookers.com (Skrill) account by check. After that you will be able to use this account to make payment.

What is WebMoney?

WebMoney is an integrated payment option that enables you to make money transfers in real time, provided that you have Internet money in accounts such as E-Gold, WMZ etc. When choosing this payment method, you will be transferred to roboxchange.com which will instantly convert any internet currency in order to make the payment. A Webmoney transaction is considered one of the most secure in the Internet.

You can also place the order from your WMZ wallet directly by choosing Webmoney option on the checkout page

What if my credit card does not have a CVV2 code on the back?

Customers with credit cards that do not have CVV2 codes can simply leave the CVV2 field blank on our order page. If the card is supposed to have the CVV2 code, then the order will fail, and the buyer will need to contact the issuing bank.

Are my payments absolutely secure via Credit Card?

To provide our customers with different payment methods we process orders through several well respected and extremely reliable companies: Transact Pro, Google Checkout, PayPal and Moneybookers/Skrill. All of these companies use SSL protected areas. This means all the data you submit will be taken and transmitted only after full encryption (always check the secure connection icon in your browser). Warning! Submit your credit card information and your billing details only to secured forms!

Remember: You should never disclose any information that is not necessary. Our staff will never ask you for the full credit card number or CVV code. All the verification procedures are done automatically and no human has access to your full credit card details. If you ever believe that a violation of any of these conditions has taken place, please notify us immediately:

Billing Chat: http://chat.template-help.com/

Submit a Ticket: http://esupport.template-help.com

Phone: 1-347-342-0463

How will the charge show up on my credit card statement?

Depending on which payment method you choose, the charge for your order will be shown on your billing statement in a different way. It may appear as “template-help.com” or “Jetimpex.inc’. Please, make sure to confirm the correct name of your payment service on the checkout page of the merchant system. For more information you can contact our Billing Representatives:

Billing Chat: http://chat.template-help.com/

Submit a Ticket: http://esupport.template-help.com/

Phone: 1-347-342-0463

Does the link expire in 24 hours?

Download links are activated for 3 days during which you will be able to download your template. If the link is NOT active for technical reasons during the this three days, then please contact the Support Department at Template-Help.com at:

Live Chat: http://chat.template-help.com
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-347-342-0463 ext 3

We will reactive the links for you!

I do not have a phone for verification.

Unfortunately, we cannot process an order without verification. Our company has a firm policy on this.

Without a telephone we cannot call the customer to confirm the order, so in this case the customer is obliged to provide us with documents to prove the order’s authenticity. A passport or driver’s license copy can be faxed, or a scan or digital photo file of the documents can be emailed to us. Remember that the sensitive data on the document may not be covered or blurred, and the name on the document should match the cardholder’s name.

You may send the document copies via:
E-mail: at billing@template-help.com (please, do not forget to include the order number)
Fax: +1-917-5913014

How do I know if my payment has gone through?

Credit card transactions are shown instantly upon authorization, you will receive a payment confirmation receipt right after the payment is processed.

If I purchase 10 or more templates at one time, can I get a rebate?

To get a rebate please contact our Billing Department via Billing Chat at our Live Chat or submit a ticket at esupport.template-help.com.

Do you sell adult website templates?

Please visit www.adult-templates.com to review adult templates.

How do I know the template package file size?

You can contact us directly to get the file size. You can also join our support chat at www.template-help.com/chat or submit a help ticket at esupport.template-help.com with the serial numbers of the template you want to know about. You can also call: 1 518 312 4147 begin_of_the_skype_highlighting 1 518 312 4147 end_of_the_skype_highlighting and our operator will answer all of your questions. We work around the clock so that you can contact us at a time suitable for you!

Purchase process

Amex doesn’t process my international payment. What do I do?

Please contact them directly and ask them to unblock this transaction from their end. If you do not wish to unblock your card for international transactions you may pay with AMEX via Paypal merchant system with the card directly without creating the account with them.

How do I pay with Webmoney?

You can pay via Webmoney either by choosing Webmoney option or Robox option on our checkout page.

I paid via Moneybookers and have not received anything. What is the problem?

Since Moneybookers/Skrill merchant system supports different types of payments there may be several reasons for this:

If you paid via bank transfer it may take several business days for the order to go through. We will send you the product as soon as we receive a notification from the merchant system that the transfer is completed.

If you paid with the credit card and your order status shows Registered but not paid and you are sure that money was taken from the card please send us the screenshot of your Moneybookers/Skrill account showing the completed transfer to mb@template-help.com and we will send you the product shortly. Please send the screenshot to billing@temlate-help.com

*Please mind that your Moneybookers/Skrill account is created automatically during every purchase*

I paid via Googlecheckout and have not received anything. What is the problem?

It may take some time from Googlecheckout to process your card. Usually it takes from several minutes up to 6 hours, it depends on GoogleCheckout and we can’t speed up this process. They may also decline your card and send you the request to provide them with the new one. In this case they should send you an e-mail with this request.

I paid via PayPal and have not received anything. What is the problem ?

This might happen if you initiated the eCheck transaction via paypal. In this case it will take several business days for the order to go through. The ETA for clearing can be checked in your paypal account.

How do I process my card via PayPal ?

You can purchase the template with the card without creating the account with PayPal. To do this please choose PayPal option on the checkout page and press *Don’t have PayPal account?* on the next page. Than follow the instructions on-line.

PayPal does not approve my transaction. What do I do?

If you still want to place your order via PayPal , you need to know which payment methods are available when sending money :

When you pay , the first thing PayPal will do is check your PayPal balance to see if you have enough to cover the payment. If you do, they will use your balance to make the payment. If you don’t have money in your balance, you can choose to pay directly from your bank account or your debit or credit card.

To make sure you’re using the payment method you want, click or before you send your payment.

* PayPal Balance * Instant Bank Transfer * eCheck (takes 5 – 7 business days) * Credit or debit card

Payments using PayPal balance, credit or debit cards and Instant Bank Transfer methods will be credited to the recipient instantly.

eCheck might take 5 – 7 business days to clear.

In case you continue having problems with the payment, please contact billing@template-help.com for further assistance. You may also contact PayPal support using contact details from your PayPal account contact area.

How do I pay with Moneybookers.com?

pay with your credit card directly, or
make a transfer through a verified account.

What is SMS and what do I need to do to complete my order?

SMS is the short message service provided by your cell phone operator. Moneybookers.com sends a verification code to your cell phone to verify your credit card. Please, make sure your cell phone supports SMS.

Note, if you do not get this code shortly after placing the order your payment has not processed. You may correct your mobile phone number in your profile at Moneybookers.com. If you feel there is a further problem you need to contact Moneybookers.com Support Team directly since we are not involved in credit card authorization.

If you are still having problems with this payment method you are welcome to use the same credit card through an alternative way of payment. We apologize for any inconvenience.

What is CVV code?

CVV stands for Credit Card Verification Value. The CVV is a 3 or 4 digit code embossed or imprinted on the signature panel on the reverse side of Visa, MasterCard and Discover cards and on the front of American Express cards. This code is used as an extra security measure to ensure that you have access and/or physical possession of the credit card itself.

Why do I have to undergo anti-fraud verification?

Although the overwhelming majority of our customers are genuinely honest, there are cases of unauthorized credit card usage. Therefore, all of our orders are subject to a manual anti-fraud check. This verification procedure is aimed at enabling secure shopping for all of our customers. The usual order confirmation procedure will last no more than 15 minutes and does involve phone verification. Hence, every customer is required to provide a contact phone number for verification purposes. Also, under some circumstances, the billing representative does have the right to postpone an order until further verification is received.

What if my credit card does not have a CVV2 code on the back?

My credit card was declined. What do I need to do?

In order to know exactly why the purchase failed we would need to have the exact error message you are receiving. However, we advise you to contact your issuing bank and confirm that the failure is not related to problems there with the declined transaction. If the issuing bank confirms that there is no problem with your account then make sure that you are entering all the digits of the the credit card number in a single sequence with no spaces or dashes.

Orders can only be processed if the address information that you have given matches EXACTLY with the information on your bank billing statement. Meaning, you cannot abbreviate the words “street” or “avenue”, add hyphens or “#” symbols to your address, or leave out apartment numbers, or change your zip code, etc. from what your financial institution has on its records for you. You may have to check your bank to verify how your address appears in their records. There may also be a CVV code error. CVV error is associated with the 3-4 digit code that you are sometimes asked to enter from your credit card (often found after your number on the right side of the front of your card, or on the right end of your signature area on the back of your card).

Also, almost all error messages can be resolved by following the steps below. Please do the following before trying to place the order again. Delete the cache and cookies from your computer.

To do this in IE:

Open Internet Explorer and click on Tools.
Click on Internet Options.
On the General Tab, in the middle of the screen, click on “Delete” Files.
You may also want to check the box “Delete all offline content”.
Click on OK and wait for the hourglass icon to stop after it deletes the temporary internet files.
You can now click on Delete Cookies and click “OK” to delete cookies that websites have placed on your hard drive.

To do this in Mozilla ( Netscape, FireFox, etc ):

Open your browser and click on Tools.
Click on Options.
Select Privacy.
Click on the buttons to “Clear” your “Cookies” and “Cache”.

After you have taken these steps, restart your computer and attempt to make this purchase again. (Note: if you have tried to make this purchase more than 3 times in the past 24 hours please wait a full 24 hours before trying again). If you are still receiving an error message when trying to place the order, please contact our billing representatives for assistance. Please include in your e-mail a copy of the specific error message that you receive so that we may be better able to assist you with this matter.

Billing Chat: www.template-help.com/chat
Submit a Ticket: Buying and Item Support
Phone: 1-347-342-0463, 1-518-320-8714

Are my payments absolutely secure via Credit Card?

Billing Chat: http://chat.template-help.com/

Submit a Ticket: http://esupport.template-help.com

Phone: 1-347-342-0463

How will the charge show up on my credit card statement?

Billing Chat: http://chat.template-help.com/

Submit a Ticket: http://esupport.template-help.com/

Phone: 1-347-342-0463

I received no download instructions

First, make sure that you have submitted your e-mail address correctly for delivery purposes.

Second, please check your email “Bulk/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from Template Delivery Service “billing@template-delivery”.

Third, you may contact our representatives for assistance at billing@template-help.com.

I misspelled my email while ordering

Please contact our billing department and provide us with your correct email. We will send the link to your corrected email address immediately!

Billing Chat: http://chat.template-help.com/
Submit a Ticket: esupport.template-help.com
Phone: 1-347-342-0463, 1-347-342-0463 ext 3

I do not have a phone for verification.

How do I know if my payment has gone through?

Credit card transactions are shown instantly upon authorization, you will receive a payment confirmation receipt right after the payment is processed.

After-payment questions

Will I have to pay again if you restore my link to re-download the template?: You can re-download your template without any additional fees. You should sign in to your account at templatemonster.com, navigate to “My Account” -> Downloads and click Restore link button. Alternatively, you can contact our Technical Support team via Live Chat or Ticket System and get your download link reactivated.
My link is not active anymore. What do I do?: Please, contact our technical support department. You may contact them via live chat : http://chat.template-help.com/ Or you may submit a trouble-ticket via : http://esupport.template-help.com/ to get a prompt reply.

Please, do not forget to provide our technical support representatives with your order number, your e-mail address which you used for your purchase, your name and your template number.
I haven’t received my download link. What do I do?: First, make sure that you have submitted your e-mail address correctly for delivery purposes.

Second, please check your email “Bulk/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from Template Delivery Service “billing@template-delivery.com”.

Third, you may contact our representatives for assistance at billing@template-help.com.
I need to edit/change my invoice. How do I do this?: Please, submit your request to billing@template-help.com. You should provide us with details for the new invoice. Usually such requests are handled within 24-48 hours.
My card was overcharged. What do I do?: Please contact us at billing@template-help.com with the screenshot of the credit card statement showing extra charges and we will reply you within 1 business day with all the details
My card got charged twice for the same purchase. What do I do?: Please contact our billing representative via live chat at http://chat.template-help.com/ or via e-mail billing@template-help.com with your order.
I received a request to send a copy of my passport/ a drivers license or credit/debit card. Is it legal?: Although the credit card was accepted by the merchant system we keep the right for our own anti-fraud verification. It is clearly stated in our Terms and Conditions. In all cases of fraudulent activity online it is always the vendor who suffers the loss.

Therefore, we kindly asked you to undergo our verification procedure. It helps us to prevent the growth of Internet theft and maintain uniqueness of our products. You may cover middle numbers of your card for your security. You may cover secure sensitive information on your driver’s license or passport including numbers and your photo (we need to see just your name on the document) . Sorry for inconveniences.
I do not recognize the charge on my statement. I did not purchase your product. What do I do?: In order to assist you in resolving this problem we kindly ask you:

-please, provide your full name as it is on the credit card, exact sum as it is on statement and exact date of the transaction;

-your credit card number in the following format: 4444 XXXX XXXX 5555 (we ask you to provide only the first and the last 4 digits on your credit card to make it easier to locate the payment. For your own security you are not asked to give the full credit card number);

Please, send the requested information to billing@template-help.com.
I have purchased the wrong template. Can I exchange it?: In accordance with our Terms of Use and Refund Policy we maintain a no-refund and no-exchange policy because of the specific nature of the product that we provide. Technically, there can be no situation when a “wrong template” is delivered. Before proceeding to the checkout page the customer previews the template from the shopping cart, to make sure that the template item is the one that was chosen. No other template can possibly be delivered.
I paid with Moneybookers.com but have not received my product: Apparently your order status is pending. Your payment may have been delayed for one of several reasons. First, you need to be sure that you have already sent enough money to your online Moneybookers.com account to cover the amount of the order. Your account balance may be seen on login at www.moneybookers.com. Delay can also occur if your bank transfer has not been updated to your MoneyBookers account balance. If this does not solve the problem you should contact Money Bookers, please be prepared to provide the following information and documentation:

the date you initiated the transfer;
the amount you sent;
which bank you deposited the funds to;
a copy of your bank statement showing this transfer.

Please send this documentation and information via email to service@moneybookers.com and they will get back to you with advise at their first possible convenience. Please remember, we are not directly involved in authorizations or transfers by Moneybookers.com and for these questions you must contact Moneybookers.com.
I’ve been billed incorrectly – what should I do?: Without exception we charge the customer only for the amount of the order exactly as it is shown in the shopping cart. The only difference that might occur relates to a double charge for currency conversion that was applied by your issuing bank when paying with Amex card. We will investigate any case in which you believe you were overcharged. Please, submit your inquiry to our billing representatives:

Billing Chat: http://chat.template-help.com/
Submit a Ticket: esupport.template-help.com
Phone: 1-347-342-0463 ext 3.
I received no download instructions: First, make sure that you have submitted your e-mail address correctly for delivery purposes.

Second, please check your email “Bulk/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from Template Delivery Service “billing@template-delivery”.

Third, you may contact our representatives for assistance at billing@template-help.com.
I misspelled my email while ordering: Please contact our billing department and provide us with your correct email. We will send the link to your corrected email address immediately!

Billing Chat: http://chat.template-help.com/
Submit a Ticket: esupport.template-help.com
Phone: 1-347-342-0463, 1-347-342-0463 ext 3
“Link is inactive” message: Q: I get the message “link is inactive” when I click on this link.

A: Please contact our Friendly Support Team and provide your purchase info (one of the following: your email address, transaction ID, merchant system order number, or name of the cardholder):

Live Chat: http://chat.template-help.com/
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-347-342-0463 ext 3

We will reactivate your link immediately.
Lost files – how can I redownload?: Q: My computer has crashed and I have lost my templates! Is there any way I can re-download?

A: Please contact our Friendly Support Team and provide your purchase info (one of the following: your email address, transaction ID, merchant system order number, or name of the cardholder):

Live Chat: http://chat.template-help.com/
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-518-320-8715
The link goes nowhere: Make sure that you don’t have firewall restrictions that prohibit this download. Try to use this link on another computer. If it still doesn’t work, please contact our Support to get another link.
Does the link expire in 24 hours?: Download links are activated for 3 days during which you will be able to download your template. If the link is NOT active for technical reasons during the this three days, then please contact the Support Department at Template-Help.com at:

Live Chat: http://chat.template-help.com
HelpDesk: http://esupport.template-help.com
Phone: 1-518-312-4147, 1-347-342-0463 ext 3

We will reactive the links for you!
How do I know if my payment has gone through?: Credit card transactions are shown instantly upon authorization, you will receive a payment confirmation receipt right after the payment is processed.

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