Troubleshooting

Here we present a list of the most common problems that may arise and the most practical way to solve them. In any case, don’t worry, our team will always be willing to help you in any situation that arises.

1. How to download your digital product

If You Purchased as a Guest

• After completing your purchase, you will receive an email containing the download links for your product.
• Important: Please check your spam or junk folder, as sometimes these emails can be filtered there.

2. If You Purchased as a Registered User

• As a registered user, you can access your profile account on our website. From there, you can find the download links for your purchased products.
• You will also receive an email with the download links, similar to guest purchases.
• Important: Please check your spam or junk folder, as sometimes these emails can be filtered there.

Download Issues

• Clear your browser cache: Sometimes, cached data can interfere with downloads. Clear your browser cache and try downloading again.
• Verify the download link: Double-check the download link provided in your purchase confirmation email. Make sure it is correct and not broken.
• Check your internet connection: Ensure that you have a stable internet connection before attempting to download any digital products.
• Try a different browser: If you’re experiencing issues with one browser, try using a different browser to see if the download works.
• Disable browser extensions: Temporarily disable any browser extensions or plugins that might be blocking the download. Then, attempt the download again.
• Contact customer support: If the issue persists, reach out to our customer support team for assistance. Provide them with details about the specific product and any error messages you encounter during the download process.

2. Access Problems

• Check your account credentials: Ensure that you are using the correct username and password to access your digital content. Double-check for any typos or errors. You can access your profile account here: https://jbbooks.shop/my-account
• Verify account activation: If your content requires account activation, make sure you have completed the activation process. Check your email for any activation instructions or confirmation emails.
• Clear browser cookies: Clearing your browser cookies can help resolve access issues. Go to your browser settings and clear the cookies related to your WooCommerce store.
• Disable VPN or proxy: If you are using a VPN or proxy, try disabling it temporarily. Sometimes, these services can interfere with accessing restricted content.
• Contact customer support: If you are still unable to access your digital content, reach out to our customer support team. Provide them with your account details and any error messages you encounter during the access process.

3. Payment Errors

• Check payment details: Double-check the payment information you entered, including credit card number, expiration date, and CVV code. Ensure that all details are accurate.
• Try a different payment method: If you’re experiencing issues with a specific payment method, try using an alternative one. JBB supports various payment gateways, such as ACH transfers, Wise, PayPal, cryptocurrencies, credit cards, and more, so customers can choose a different option during checkout.
• Contact your bank or payment provider: If the payment error persists, contact your bank or payment provider to ensure there are no issues on their end. They can provide insights into any potential problems with your account or payment processing.
• Clear browser cache and cookies: Clearing your browser cache and cookies can help resolve payment-related issues. This ensures that you have a fresh session when attempting the payment again.
• Retry the payment: If the error seems temporary, retry the payment after a few minutes. Sometimes, network or server issues can cause temporary disruptions.
• Contact customer support: If you continue to experience payment errors, reach out to our customer support team. Provide them with details about the error message you received and any steps you have already taken to troubleshoot the issue.

4. Compatibility Issues

• Check system requirements: Before purchasing or downloading a digital product, make sure to review the system requirements. Look for information on supported operating systems, browsers, and any other necessary software or hardware specifications.
• Verify file formats: Take note of the file formats provided for the digital products. Ensure that you have compatible software or applications installed on your device to open or use these files.
• Consider alternative formats: If you encounter compatibility issues with the default file format, check if alternative players and software are available. These alternative players and software may better suit your needs or work with the software you have installed.
• Follow detailed instructions: Read and follow the instructions provided by the seller for opening or using the digital products. These instructions may include step-by-step guides, screenshots, or videos to assist you in overcoming compatibility challenges.
• Troubleshoot common issues: If you experience compatibility problems, try troubleshooting common issues. This may involve updating your software to the latest version, adjusting settings, or seeking additional support from the software provider.
• Contact customer support: If you are still facing compatibility issues, don’t hesitate to reach out to the customer support team. We can provide further assistance and guidance. Look for contact information and follow the instructions provided to report the problem.

5. Technical Support

• Contact our technical support team: If you encounter any technical issues or need assistance with your digital products, don’t hesitate to reach out to our dedicated technical support team.
• Find the contact information: Look for the contact details provided on our website or in your purchase confirmation email. This may include an email address, phone number, or a support ticket system.
• Provide relevant information: When contacting technical support, be sure to provide as much relevant information as possible. Include details about the issue you’re facing, any error messages received, and steps you’ve already taken to troubleshoot the problem.
• Follow instructions for reporting issues: If there are specific instructions for reporting technical issues, make sure to follow them. This may involve filling out a support form, providing screenshots, or sharing log files.
• Be patient and responsive: Our technical support team will work diligently to assist you. Be patient while they investigate and troubleshoot the issue. Respond promptly to any requests for additional information or clarification.
• Follow up if needed: If you haven’t received a response within a reasonable timeframe, or if the issue persists, don’t hesitate to follow up with our technical support team. They are there to help you and ensure your satisfaction.

6. Refund Policy

• Physical products: If you receive a physical product that is defective or damaged upon arrival, we offer refunds. However, we require proof of the defect or damage, such as clear photos or videos, to process the refund. Please contact our customer support team within a specified timeframe to initiate the refund process.
• Digital products: Once digital products have been delivered and sent to your email, we do not offer refunds. We do not accept change-of-mind returns or refunds for digital products. Please ensure that you carefully review the product details and make an informed decision before making a purchase.
• Contact customer support: If you have any questions or concerns regarding our refund policy or need assistance with a defective physical product, please reach out to our customer support team. They will provide guidance and address any inquiries you may have.

👍 Purchasing means agreeing to JBB’s Terms of Service. 

🤝 Remember, our refund policy is designed to ensure fair transactions and protect the interests of both parties. We appreciate your understanding regarding the no-refund policy for digital products and the requirement for proof of defects for physical products.

✅ If you need further assistance or have any other questions, please don’t hesitate to reach out. We’re here to help!