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Troubleshooting

FAQs​

Running into issues with purchases, downloads, uploads, or payouts? This section covers common problems and provides clear solutions to help you resolve them quickly and get back to using 3DIMLI smoothly.

I purchased a product but can't download it - what should I do?

If you've completed a purchase but can't access your download, there are several steps you can take to resolve the issue.

First steps:

  • Check your Purchases page in your dashboard to confirm the order completed successfully
  • Review the purchase confirmation email sent to your registered email address
  • Verify that your payment status shows as completed

If the product is still not visible:

  • Refresh the Downloads page or clear your browser cache
  • Sign out and sign back in to reload your account data
  • Wait a few minutes if the payment was just processed

If the issue persists after trying these steps, contact support with your order ID. The team can investigate and restore access to ensure you receive your purchased product.

My payment went through but the product is missing

Sometimes there's a brief delay between payment confirmation and product delivery while the systems sync.

What to do:

  • Refresh your dashboard to check for updates
  • Verify that the payment status shows as completed in your Purchases page
  • Wait a few minutes for the system to process and sync the transaction
  • Check your email for payment confirmation

If the product doesn't appear:

  • Clear your browser cache and reload the page
  • Try signing out and back in
  • Contact support with your transaction details if the product is still missing after 10 minutes

This ensures the issue can be resolved quickly and your purchase is delivered.

I uploaded a product but it's not visible in my store

If your product isn't appearing in your store after upload, there are a few common reasons why this might happen.

Check product status:

  • Ensure the product is published and not saved as a draft
  • Review the product status in your seller dashboard
  • Look for any notifications about pending reviews or required corrections

Why products may be hidden:

  • Products under quality review are temporarily not visible
  • Draft products are only visible to you until published
  • Products requiring corrections must be updated before going live
  • New uploads may take a few minutes to appear in search and listings

If your product status shows as published but still isn't visible after a few minutes, refresh your store page or contact support for assistance.

My payout is delayed - what could be the reason?

Payout delays can occur for several reasons related to account verification, payment processing, or platform requirements.

Common reasons for payout delays include:

  • Your PayPal account is not fully verified
  • PayPal has placed a temporary hold or limitation on your account
  • Additional platform review or security checks are in progress
  • Required identity or tax information is missing or incomplete
  • The minimum payout threshold has not yet been reached

How to resolve the issue:

  • Check your seller dashboard for any alerts or required actions
  • Ensure your PayPal account is fully verified and in good standing
  • Complete any pending identity or tax verification steps
  • Review PayPal notifications for holds, disputes, or action requests
  • Verify that your payout and PayPal connection settings are configured correctly

If you've completed all required steps and the payout is still delayed, contact Paypal support with your account details for further assistance.

I accidentally deleted a product - can it be restored?

Yes. Products are not deleted immediately, giving you time to cancel an accidental deletion.

How the deletion process works:

  • Deleted products are first scheduled for deletion, not removed instantly
  • You have a 30-day grace period to cancel the deletion
  • During this time, existing buyers retain download access
  • Buyers are notified about the scheduled deletion

To restore your product:

  • Go to your seller dashboard All products page
  • Find the product scheduled for deletion
  • Click the option to cancel the deletion
  • The product will be restored and remain available

Important: After 30 days, the deletion becomes permanent and irreversible. Buyers will lose access to the product at that point.

If you believe the deletion was accidental, act quickly to cancel it within the 30-day window. If you need help locating the product or have questions, contact support immediately with the product details.

My product was rejected - how do I fix it?

Product rejections happen when submissions don't meet platform quality standards or guidelines. The good news is that rejections include feedback to help you fix the issues.

What you'll receive:

  • Detailed feedback explaining what needs correction
  • Specific areas that require improvement
  • References to relevant platform guidelines

Common rejection reasons:

  • File quality doesn't meet minimum standards
  • Previews are missing, low quality, or inaccurate
  • Product descriptions are incomplete or unclear
  • Licensing information is missing or incorrect
  • Required information or metadata is incomplete

How to resolve:

  • Carefully review the rejection feedback provided
  • Make all required corrections to your product
  • Ensure files, previews, and descriptions meet platform guidelines
  • Verify all information is complete and accurate
  • Resubmit the product for review

Following the feedback ensures your product meets quality standards and can be approved quickly.

The file upload failed - how can I retry?

Upload failures can happen due to connection issues, file size limits, or unsupported formats. Here's how to troubleshoot and successfully retry.

Before retrying:

  • Verify your file format is supported by the platform
  • Check that your file size meets the maximum limit requirements
  • Ensure you have a stable internet connection
  • Close unnecessary browser tabs or applications

How to retry:

  • Do not refresh the page during an active upload
  • Try uploading files individually instead of in bulk
  • Use a different browser if the issue persists
  • Clear your browser cache and cookies
  • Disable browser extensions that might interfere with uploads

If uploads continue to fail:

  • Check your internet speed and stability
  • Try uploading at a different time when bandwidth is better
  • Compress large files if possible while maintaining quality
  • Contact support with error messages and file details

Persistent upload issues should be reported to support so the technical team can investigate and assist you.

I connected PayPal but payouts are not working

Even with PayPal connected, payouts may not process if there are verification issues or account limitations.

What to verify:

  • Confirm your PayPal account is fully verified and in good standing
  • Ensure the PayPal account is correctly connected to your seller account
  • Check that the email address matches between both accounts
  • Verify your PayPal account has no holds or limitations

Common issues:

  • PayPal account requires additional verification steps
  • Account limitations or restrictions placed by PayPal
  • Incorrect or outdated PayPal email address linked
  • Missing business or identity verification in PayPal
  • Payout settings not configured properly in your dashboard

How to resolve:

  • Review any notifications or alerts in your seller dashboard
  • Log into PayPal and check for action items or pending requests
  • Update your PayPal connection if account details changed
  • Ensure all required verifications are complete

If you've addressed these items and payouts still aren't working, contact support with your account information so the connection can be checked and any technical issues resolved.

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