Troubleshooting

It is our goal to offer you the highest level of customer service possible. While many services will leave you on your own once you’ve downloaded the product,  we will go above and beyond for you, and do everything we can to help you resolve any problems you may be experiencing. 

Computers can be very fussy sometimes – each computer seems to have its own unique settings which can sometimes affect the purchase, download, viewing or printing of the planner resources.

Below we have listed some of the common problems that you might encounter before, during and after your  planner purchase. If after reading through this page, you still don’t have the answer to your question, then please feel free to email us at andrea@demotodemo.com.

I clicked on the “add to cart” button, but the planner is not showing up in my shopping cart.

Although this hasn’t happened often, it has happened.  If you find that is the case when you are trying to purchase one or more planners, please email me at andrea@demotodemo.com, and I will email you a PayPal invoice for the classes in which you are interested, or we can arrange a credit card payment over the phone.  I will also apply any coupons or referral commissions you may have earned.

 
I paid for my planners but have not received my email with my link to download them.

This typically happens for one of two reasons:

You paid by PayPal bank transfer or e-check.  Although PayPal takes the money from your account immediately, they then take a minimum of 4-7 business days (sometimes longer) in order to process the payment and deposit it into my PayPal account. That means that it will take that long for you to receive your download links. If you are in a rush for your links, then it is advisable to pay by credit card.  On your PayPal receipt (not the receipt you get from me), there should be a place where it tells you how long your payment will take to clear.  

The email was accidentally labeled as “spam” or filtered out by your internet service provider .  This is usually by far, the most common reason you might not have received your email with the link.  When you make a purchase you typically receive 2-3 emails from me: an order receipt automatically generated by the shopping cart, an email with the link to download the main planner, an email titled “Important information about your……planner”.  This last email is where you will find all the other resources that are a part of the class planner package.

If you did not receive your emails within the stated times (immediate if paid for through PayPal with a credit card or 4-7 business days if paid by bank transfer or e-check) please be sure to contact me at andrea@demotodemo.com

 

I think I’m missing part of the planner materials.

For each planner you purchase, you should receive the following: 

A compressed folder containing the main planner as well as a link to a static web page from which you can download all the associated planner materials which you can either download immediately after paying (if you paid through PayPal with a credit card) or through an email you receive called “Downloading your digital product”.

Just in case you missed downloading the planner, there is a secondary email called “Important Information about your…….planner”.  Inside this email you will find also find the link to the private static web page from which you can download all your planner resources.

If you are missing either of these things, please email us at andrea@demotodemo.com as soon as possible and we will be sure to email you the missing information.

 
The planner materials won’t download to my computer.

This happens most often if you are on dial-up.  Because of the size of some of the files, it can take so long to download through a dial-up internet connection that your computer times out.  If you are on dial-up please email me as soon as you’ve made your purchase and I will email the files to you as an attachment.

This has occasionally also happened with Mac users.  If you are a Mac user and you can’t seem to download or save the file(s) to your computer, one demo found that if she placed the cursor of her mouse over the attachment, she was able to “drag” it from my email to her desktop, and then “drag” it into a folder on her computer.

 
When I open up the MS Word documents, some of the text and pictures are cut off or seem to be missing.

MS Word can be a very fussy program sometimes. When you download an MS Word document, in many cases it seems to alter the formatting of the document. Try enlarging the margins of the document.  In most cases, this has solved the problem. If after playing with the document formatting you are still missing some text and/or pictures, you will probably have to use the pdf version of the document.

The biggest reason I provide you with pdf files is because Adobe Acrobat compresses the file during conversion making it smaller and hence faster and easier to download to your computer or to send by email. The other main reason is because pdf keeps the formatting of the document true.  When you open a pdf document you will see the document as it was meant to be seen (if you don’t, see the reason below). 

The other issue that seems to crop up from time to time is “extra symbols” that seem to show up in the document and do not allow themselves to be deleted. This typically happens when your computer does not have as a standard font the one used in the planner.  Try highlighting the affected area and switching to a font such as Garamond or Times New Roman.  If that doesn’t work then you can try highlighting the whole document and switching the font.

 
When I downloaded the pdf document I couldn’t open it, some of the content seemed to be missing or I couldn’t print it.

There are a couple things that you need to check here.  One of the biggest reasons you experience difficulties with a pdf file is because you don’t have the most recent version of Adobe Acrobat Reader.  Adobe Acrobat Reader is a free software – the same one that you use to view Stampin’ Up! printed materials.  You can download the most recent version here. We highly recommend that you always have the most recent version downloaded to your computer.

The other thing we would suggest is that when you download the pdf documents, a little window will open that will give you the options to “open” or to “save”.  We would suggest that you “save” the pdf files to a folder in your computer, then open up Adobe Reader on your computer, and try opening the file from there.
 

My download link expired before I was able to download the demonstrator planner.

The shopping cart program allows for a link to remain active for 24 hours, after which you are no longer able to download the file from that link.  Unfortunately this is not a time line we can change.  However, life gets busy and we don’t always get to things right away.  So if that happens to you, please email us at andrea@demotodemo.com and we will re-send you a link to download. 


I can’t find where I saved the files on my computer, or my computer crashed and I lost my files!

Don’t you hate it when that happens?  I can totally relate as both have happened to me before.  Don’t worry, just email us at andrea@demotodemo.com and let us know which of the class planner files you need and we’ll email them to you.

Troubleshooting tips for MAC users

For some reason it seems that a number of MAC users have not been able to click on the links to download the various documents that are a part of the class planners.  After spending some time troubleshooting with MAC users, it seems that the most common cause is the browser you are using.  At this point it was shared with mus that while the Safari browser doesn’t seem to support the links, MAC users have had success downloading using a FireFox browser.  If any of you MAC users have other tips or know of other browsers that do or don’t work, we’d love to hear from you so that we can update this page to better service MAC users.

If you can’t seem to download or save the file(s) to your computer, one demo found that if she placed the cursor of her mouse over the attachment, she was able to “drag” it from our email to her desktop, and then “drag” it into a folder on her computer.