How to find your orders, receipts and invoices

Every firelet.media Gallery purchase is listed under Orders in your account at firelet.media/app, with its date, amount and status. The receipt comes by email from Paddle, which sells the licence as merchant of record, and each order's Tax invoice at Paddle link opens your firelet.media Gallery invoice there. You can also look any purchase up at paddle.net.

Where orders live in your account#

Buying the gallery creates a firelet.media account for you automatically, using the email address you gave at checkout, and that account keeps your receipts and order history together. The Orders page ("Orders & billing") lists everything paid for under that address, plus any order behind a key you have added to the account.

Each order shows:

• what it was: the gallery licence (with the start of its key, such as FMGA-…) or a year of updates
• a status pill: Paid, Pending, Refunded, Expired, Cancelled or Refund requested
• the date, how it was paid, and a short reference (ref followed by eight characters) to quote if you contact support
• the amount and how many computers it covers
• two links: Tax invoice at Paddle and, while an order can still be refunded, Refund

Steps: open Orders#

1. Go to firelet.media/app and sign in with the email address you bought with.
2. Click Orders in the sidebar.
3. Find the purchase you need; the newest is at the top.
4. Click Tax invoice at Paddle beside it to open the invoice.

If the list is empty ("No orders yet"), you may have bought under a different email address. Paste that key into Add a licence on the Licences page and its order follows it into this account.

Your firelet.media Gallery invoice and receipt from Paddle#

Paddle is the merchant of record for everything sold on firelet.media. That means:

• Paddle's name is on your card statement.
• Paddle emails the receipt as soon as you pay, and handles the sales tax.
• The tax invoice is Paddle's document, so it opens on Paddle's site, signed in as you.

Your licence key arrives separately, in an email from firelet.media titled "Your firelet.media Gallery licence key". It is also always on the Licences page, where each order has a "Need a tax invoice for this?" link to the same Paddle invoice.

If Tax invoice at Paddle can't open the invoice, the page says why:

• "This one has no invoice to open here — reply to your receipt and Paddle will send it."
• "Paddle did not answer just now. Try again in a moment, or reply to your receipt."

Replying to the receipt email reaches Paddle directly. So does paddle.net, which finds your purchase from the email address you bought with.

Adding company details for an invoice#

Buying for a business and need your company name or tax number on the invoice? Paddle handles that too. At paddle.net you can get a copy of the invoice and add a VAT or company number to it, and update the payment method. Replying to the Paddle receipt works as well.

Refund from the same page#

Within 14 days of paying, any order can be refunded in full, for any reason or none. The Refund button sits beside the order on the same page.

1. Click Refund beside the order.
2. Read the "Refund this order in full?" panel, and add a reason in Why? (optional) if you like.
3. Click Refund $160 (the button shows the order's amount).

The order then reads Refund requested until Paddle approves it, usually within a day; your bank may take a few more working days to show the money. Your licence keeps working until the refund is approved, and nothing on your computer is deleted. Each account gets one refund this way; after that, or after 14 days, use Ask about an order at the top of the page.

How to get a refund within 14 days covers the details, and the full refund policy is on the website. For buying more computers on one key, see how to buy firelet.media Gallery; for anything else, contact support.