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Email issues

Q: I bought your product more than XX hours ago and I still didn't receive a download link. I even emailed you and still nothing! Why?

As online shoppers ourselves, we know what it's like to wait for a product to arrive. We are sorry for the delay, let's try to fix it:

1. Make sure you are checking correct email address.
All sales notifications are sent to the email address used in our online store or to your PayPal address (for purchases via PayPal). Please double-check.

2. Email from Captain Sim is being blocked by a spam filter.
a. Please check your 'Junk' ('Bulk', 'Spam' etc) folders. If you find our messages please mark them as 'Not Junk' or 'Not Spam'.

b. Also please add the following email addresses to your address book to ensure future delivery:
• news@captainsim.com
• support@captainsim.com
• sales@captainsim.com

c. Exempt @captainsim.com from your spam filter.

d. Please test your mailbox spam filter in Your Profile

List of providers who usually have issues with receiving email from @captainsim.com

Moreover, email providers may warn you with messages like: "Warning: This message may not be from whom it claims to be. Beware of following any links in it or of providing the sender with any personal information."
In this case please double-check if the message was sent by captainsim.com mail server.

3. Your payment did not come through.
Please check if you received any sales receipts or confirmations for this transaction.

4. Payments by e-checks or bank transfers through PayPal
may take up to 4 business days to clear. We do not ship any merchandise to the buyer until the payment clears. Next time for instant delivery please use credit card or PayPal balance as Funding Option.

5. Some tech issues at CS server end.
Please check current NOTAMs.

6. Temporary delays with yours or our mail server.
In this case email may arrive withing a few hours.

I've checked everything, what should I do now?
If you have access to Your Profile you can get the download links using Extended Download Service.

If you are unable to use Your Profile and you have not received product download and installation email within 12 hours after purchase please contact us using this form for manual investigation and processing.

We are sorry for the inconvenience.


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