Who Do I Contact: Digistore24 or the Vendor?

Who do I contact: Digistore24 or the vendor?

Contact the vendor about what is inside the product and how to use it. Contact Digistore24 about the order itself: access to your purchase, payments, invoices, cancellations and refunds.

Digistore24 is the reseller of the product, so it is the contractual partner for your purchase and runs the checkout. The vendor made the product and answers for its content. Digistore24's own help center draws the same line: for questions about the product itself, contact the vendor.

Where it is not clear, start with Digistore24 for anything involving money, because it holds the payment record. The sections below show which question goes where, as of October 2026.

Quick split

• Vendor: how a lesson works, a missing chapter, a broken file in a member area, a license key that does not install, shipping questions on physical goods
• Digistore24: finding your order ID, a charge you do not recognise, a subscription you want to stop, an invoice, a refund request, a product that never arrived
• Both, in that order: you cannot get access, the vendor does not reply and you want your money back

Where do I find the vendor's contact details?

On the order overview page, which you can open from the customer portal, and in the order confirmation email. Both are sent to the address you used at checkout.

Digistore24 says you will find the vendor's contact details in most cases on the order overview page or in the order confirmation email. The customer portal needs no password: you enter your email address and receive a one-time code.

Before you buy, you can judge how reachable a vendor is. In the 1,189 Digistore24 listings in our catalog, 544 list a phone number in the Seller field of the review data, as of October 2026, and 20 carry a con noting that the seller lists no phone number (see checking the seller).

If you cannot get into your purchase at all, Digistore24 has a step-by-step page on accessing it, and our guide to getting access after you pay covers the same ground.

How do I contact Digistore24 support?

Email helpdesk@digistore24.com from the address you used at checkout, with your order ID, screenshots and a detailed description of the problem.

What to send

1. The email address you entered on the order form
2. The order ID, usually letters and numbers such as 5K5WFNS4
3. Screenshots that show the problem
4. A detailed description of what you want done

These are the four items Digistore24 asks for in its help center. Using the checkout email address lets support find you in the database quickly.

If you do not have the order ID, the help center lists where to find it: the order confirmation email (sender Digistore24 support, subject beginning Digistore24 - Order successful), the customer portal, or your payment method such as a PayPal activity page or a card lookup form.

Why does the wording of my message matter?

Digistore24 treats a message as a cancellation unless you explicitly say you want your money back. A cancellation stops future payments; it does not return money already paid.

This comes from Digistore24's published support processes. Its stated reason is that customers who do not mention money back usually just want to cancel, and a wrong cancellation can still be turned into a refund later, while a wrong refund cannot be undone. If you want the money back, write that sentence clearly and give the order ID.

For a single payment product, Digistore24 says no cancellation is necessary, because there is nothing to cancel. Only subscriptions and installment plans can be cancelled, and those depend on the agreement at purchase. Private customers can usually cancel online with the order ID and last name or email; business customers must contact support. Our guide to cancelling a subscription walks through the steps, and chargeback vs refund explains why not to skip straight to your bank.

How long do I have to ask for a refund?

As long as the return period the vendor set for that product. On Digistore24 GmbH it can be 14, 30, 60, 90 or 180 days, and it starts with the first payment.

For products sold through Digistore24 Inc., the choices are 60, 90 or 180 days. If there is a trial period, the return period starts when the actual payment is made after the trial. Digistore24 says it is obliged to process refund requests it receives within the return period set by the vendor.

Refunds can take up to 10 business days depending on the payment method. The help center gives up to one working day for credit card, PayPal and Klarna, and 10 days for SEPA direct debit and advance payment.

Windows differ a lot between offers, so check the order form. 4-Week Guitar Technique Challenge shows a 14-day guarantee in our review, while 818 of the 856 Digistore24 listings with a refund window in our data start at 60 days, so waiting two weeks to decide would be too late. See money-back guarantee, page vs order form for why the form is the figure to trust.

When does Digistore24 refund even if the vendor says no?

When the service was not performed: the product never arrived, was the wrong product, or does not match the description it was bought on. Digistore24 says it always refunds in those cases.

Its support processes describe this as non or incomplete performance. If something promised is missing or a usage requirement was never disclosed, a partial refund is the outcome, decided case by case. The amount depends on what was and was not provided.

Digital goods are different. Digistore24 says the right of withdrawal can expire for downloads once an active download link is sent, and for member areas it depends on the content: drip content, live calls or coaching can keep the right alive longer.

So a clear description of what you ordered and what you got, with screenshots, is the most useful thing to send. Our review of Personalized Prosperity DNA Reading is an example of an offer where the review found no description of format or delivery, which makes that comparison hard.

What does vendor support look like in our reviews?

It varies. Some vendors publish a named author with a phone and email; others offer only a free email address or direct refund requests to their own inbox.

24 Menus from Madeira lists its author with phone and email in the imprint. 10-Ingredient Party Bar lists a Gmail address for support and a con notes that its AI assistant is not human support. BookCoverly directs refund requests to the vendor's email rather than the marketplace.

Contract Aura has a 60-day Digistore24 guarantee, but its review notes that no duration is stated for free updates or support, so ask the vendor before you rely on either.

Digistore24 says it forwards its replies to the vendor's support address, so the vendor usually sees a refund or cancellation request even when you send it to Digistore24.

What if the product is sold through ClickBank instead?

Then Digistore24 is not involved. In our data, 729 of 1,920 listings name Click Sales, Inc. (ClickBank) as merchant of record, and their refunds follow ClickBank's process, which we did not load for this guide.

Check the Merchant of record or Digistore24 ID line in the review. Living With An English Bull Terrier is a ClickBank offer: its 60-day refund window sits on a ClickBank order form, and the authors add a personal refund promise. Nothing in this guide applies to it.

Everything above is based on Digistore24's help center pages loaded in October 2026. Policies can change, so confirm on the live page before you act.

What should I do next?

Find the order ID, decide whether your problem is about content or about the order, and send one clear message to the right party.

Checklist

1. Find your order ID in the confirmation email or customer portal
2. Check the return period on your order form and count from the first payment
3. Content or usage question: write to the vendor
4. Order, billing, access or refund: write to helpdesk@digistore24.com with order ID and screenshots
5. If you want money back, say so in those words
6. Keep copies of every message with dates

Do this before you write anything. For method details see our methodology.

Frequently asked questions

Sources

Platform rules quoted in this article come from these official pages, read on 1 October 2026. Product prices and terms come from our own reviews, each dated on its page.

• Digistore24 Help Center: How do I contact Digistore24 support?
• Digistore24 Help Center: Support processes for refund and cancellation requests
• Digistore24 Help Center: Refunds and returns
• Digistore24 Help Center: Where can I find my order ID?
• Digistore24 Help Center: How do I cancel a subscription on Digistore24?

More from our sister sites

Related reading on other independent sites we publish. Each one has its own editors and its own catalog.

• Empfehlenswerte Digistore24-Produkte: unsere Lohnt-sich-Liste (Klarurteil, in German)
• Why your card statement says CLKBANK and how to find the order (DoseAudit)