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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?


Because unfortunately you do not receive email from Captain Sim. There are several common reasons:

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 check.

2. Email from Captain Sim is being blocked by a spam filter.
a. Please check your 'Junk' ('Bulk', 'Spam' etc) folder to see if our messages are being filtered there. If you find them be sure to mark them as 'Not Junk' or 'Not Spam' to avoid this in the future.

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. Please test your mailbox spam filter in Your Profile

d. If you do not receive our test messages please update\change email address in Your Profile to ensure future delivery.

List of providers who usually have issues with receiving email from @captainsim.com:
- AOL
- rr.com
- Orange (AKA orange.fr, wanadoo.fr, orangehome.co.uk etc)
- bellsouth.net

Sometimes email providers may popup 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 the message was actually sent by captainsim.com mail server.

3. Your payment did not come through.
Please check if you received any sales receipts or confirmations at all.

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 problems with yours or our mail server.
In this case email may arrive with a few hours delay.

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 processing.

We are sorry for the inconvenience.


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