Unable to Download


Customer Service


I recently purchased the Rasputin must Die adventure in PDF format, my bank confirms that the transaction took place. But I have logged in several times so far and nothing appears in the Download section. Can someone please help out?

Customer Service Representative

Hello Hellbender1380,

Your card is being declined due to failing the address verification system. Usually this happens when the billing address attached to the card does not match what the bank has on file.

What you are seeing is not a charge, it is an authorization. When you tried to submit the order your bank was pinged. When this happens most banks will put a temporary hold on the funds, which can look like a pending transaction on your end. Because the card was declined we cannot finalize that authorization. If not finalized authorizations will expire and the holds will be released. How long this takes is entirely up to your bank and not something we can control.

I have issued an authorization reversal request. This tells the bank we cannot finalize the authorization and they can release it. They should be able to see it right away, but how long it takes them to process it is up to them.


Thank you for the timely response, very grateful. I will double check my information, I am guessing I miss typed something and didn't catch it. I will try again, and keep my fingers crossed. Again, much thanks.

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