Technical help

Payment and download

I paid, but there is no download link. Wait for the screen to change to "Payment received". Sometimes the bank takes a minute to confirm. If the screen closed before that, check your receipt e-mail, including the Spam and Promotions folders. If the money has left your account and there is still no file after 15 minutes, WhatsApp us the order number or a screenshot of the payment and we send the file to you directly.

The download link has stopped working. The link works for 20 minutes only, to keep your file safe. If the payment page is still open, reload it and a fresh link appears, with no second payment. If you have closed that page, open the link in your receipt e-mail, which keeps working. If you have no e-mail, WhatsApp us your order number and we send a new link.

The download stopped half-way. Some packs are large, especially the colouring books, which can reach 200 MB. Use Wi-Fi if you can and keep the page open until the download finishes. If it stops, press the download button again while the link is still valid.

The FPX payment failed or got stuck. On the FPX screen, choose B2C, which is personal banking. B2B is for corporate accounts, and a payment there usually waits for a second person to approve it. If the money has left your account but the screen says it failed, do not pay again. WhatsApp us first so we can check that payment.

I was charged twice. The second charge is refunded in full. How that works is in the refund policy. Refund policy

Opening the zip

My antivirus (McAfee, Norton or Windows) blocks the file. This is a false alarm. Some of our packs include an interactive guide as a web file (HTML), and some antivirus programs block any web file inside a freshly downloaded zip. Our Excel files are .xlsx, a format that cannot carry macros at all. You do not need to switch your antivirus off: WhatsApp us your order number and we send the same zip without that HTML file.

The zip will not open on my phone. Android: open the Files app, find the zip in Downloads, tap it and choose Extract. iPhone: open the Files app and tap the zip once; a new folder appears beside it. Windows computer: right-click the zip and choose Extract All.

I typed into the file, but everything was gone when I opened it again. The file was probably opened straight from inside the zip. Excel then opens a temporary copy, so nothing you type is saved. Extract the zip first, keep the folder somewhere easy to find, and open the Excel file from that folder.

Excel, Google Sheets and PDF

Excel shows a yellow PROTECTED VIEW bar and I cannot type. This is normal for a file downloaded from the internet. Press Enable Editing on that yellow bar.

I do not have Microsoft Excel. Upload the file to Google Drive, then open it with Google Sheets. On a phone, the free Microsoft Excel app opens it too. We have not tested every handset, so if any part does not work, WhatsApp us.

A cell shows ##### instead of a number. The number is wider than its column. The number is right, it just does not fit. Double-click the line to the right of that column's letter (for example between C and D) and the column widens itself. If the column will not widen, WhatsApp us a screenshot and we send you a corrected file.

Excel says the cell is protected. Cells with formulas are locked so they cannot be deleted by accident. Type in the input cells only. Their colour is explained in the guide that comes with the file.

I deleted a formula, or the numbers look wrong. Press Ctrl+Z first. If that does not fix it, extract the original file from the zip again, because the copy in the zip is always clean. A replacement file is free as well; just WhatsApp us.

The colouring book prints cut off or too small. Pick the file with A4 in its name, since paper in Malaysia is A4; the USLetter file is for American paper. When printing, choose Actual size or 100%. To print only a few pages, open the smaller Individual Pages zip inside the pack.