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| 12.1 FAQ for customers » 01 I have trouble signing up. » 02 What are your prices? What are credits? » 03 What payment options are there? » 04 My credit card was declined. » 05 I paid via Paypal, where are my credits? » 06 How can I get an invoice for my purchase? » 07 I have trouble downloading files. » 08 Why aren't the files 300DPI? » 09 Can I use the files for...? » 10 You didn't reply to my e-mail! » 11 I purchased credits via Pay Pal, why have they not posted to my Stockxpert Account? 01 I have trouble signing up. After the sign up process you should receive an e-mail from us with an account activation link. By clicking on the link or copy pasting it to your browser you can activate your account and sign in. If for some reason the e-mail doesn't arrive you can request it again by clicking on Forgot pass on the left, or please contact our Customer support. 02 What are your prices? What are credits? The images you see on the site can be downloaded using so called download credits (marked by  ). 1 ~ $1 (USD). Credits come in packages, and the more you buy the more you save. For more information on our pricing structure and credit packages please see the Buying credits section of our Help.
03 What payment options are there? For available payment options please take a look at the Buying credits section of our Help. 04 My credit card was declined. We are very sorry, but we since we do not process payments ourselves, we cannot help. You may try using a different payment processing service (e.g. switch from Worldpay to Paypal) or a different payment method. For more payment options please take a look at the Buying credits section of our Help. Please note that Visa Electron cards cannot be used to make online purchases. 05 I paid via Paypal, where are my credits? Credit card payments are instant on Stockxpert. However, if you use the so called e-check payment method on Paypal, it may take several days till the payment arrives to our account. If you need download credits urgently please choose a different method. If you have sent an instant payment and there are no credits on your account, please contact our Customer support 06 How can I get an invoice for my purchase? Please go to My account / Balance and click on "My purchases" in the right column (at the same place where you can buy credits) and you will find printable PDF invoices for all your purchases. 07 I have trouble downloading files. If for some reason the file save dialog does not appear on the download page within a few seconds, don't worry, just click on the direct link to the file. (You may have software installed that blocks pop-ups, or other browser related settings may prevent the save dialog from appearing.) If the file you downloaded seems to be damaged please try getting it again (it's free to get it again within 3 hours), and if it still looks damaged please contact our Customer support so that we can fix the file and/or give you a refund. You can use our site with confidence. No credits will be lost! Need more info about downloads? Click here! 08 Why aren't the files 300DPI? The term DPI alone doesn't make any sense on screen. An image can be 72DPI, 300DPI or any DPI at the same time. What matters is the SIZE of an image at a certain DPI, because if you change the DPI, the printing size will change too. Usually 300DPI is used in print, so what you need to know is the printing size at 300DPI, which is printed under the image preview. Don't worry if Photoshop says 72DPI, it doesn't matter. You can change the resolution at Image Size and you will instantly see the proper printing size too. 09 Can I use the files for...? Please see our Image License Agreement for permitted and prohibited image uses. We have recently introduced a set of extended licenses that offer more flexibility for both our contributors and customers at the same time. If you are still unsure, please feel free to contact our Customer support. 10 You didn't reply to my e-mail! We know that our customers are often on a tight deadline and time is a very important factor so our Customer support does its best to reply all user enquiries within a workday or so. However, in today's spam infested world some of our replies never reach their intended destination. Sometimes ISP's such as AOL, Verizon and Comcast or company firewalls that you may not even know about block our e-mails or they simply end up in spam folders. If you have sent us a message and have never received a reply, please try again or post a message in the forums where someone will surely help you out. 11 I purchased credits via Pay Pal, why have they not posted to my Stockxpert Account? When credits are purchased through PayPal, Stockxpert relies on PayPal to tell us about the purchase. Sometimes there is a delay in this communication. As soon as Stockxpert learns about your purchase, your credit balance will increase. If you have recently purchased credits and have not received them, please contact customer support for assistance.
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