If you can’t complete a purchase or access a purchased track, the issue may be related to sign-in, checkout details, payment processing, or download availability.
Common problems
You may need help when:
- The paid download option doesn’t appear
- Checkout won’t complete
- The total price looks different than expected
- A purchased track doesn’t show up in Collection
- A download link doesn’t work
- The wrong file format was downloaded
If the paid download option doesn’t appear
Check whether:
- The track is currently available as a paid download
- You’re signed in to the correct account
- You’re using a surface and are in a location where paid downloads are supported
If the option still isn’t visible, the track may not currently be available to buy.
If you haven’t bought the track yet, see How do I buy a track on SoundCloud?
If checkout doesn’t complete
Try these steps:
- Double-check the details you entered.
- Refresh the page and start checkout again.
- Make sure your payment information is valid.
- Retry after a short wait if the session timed out.
If you see a charge but no purchase confirmation, contact support.
If the price looks wrong
The total at checkout can include sales taxes based on your location.
If the final amount is higher than the track price, review the checkout summary before paying. If something still looks incorrect, contact support before trying the purchase again.
If the track isn’t in your Collection
A purchase may take a short time to appear.
First, try the following:
- Confirm the purchase completed successfully
- Refresh Collection
- Make sure you’re signed in to the same account used for the purchase
- Check your purchase confirmation email
For more on finding and re-downloading purchases, see How do I download or re-download a purchased track?
If the download link doesn’t work
Try downloading again from your Collection. If more than one format is available, try another option.
You can also:
- Open a fresh link from the confirmation email
- Retry on a stable internet connection
- Try again in a few minutes if the file is still being prepared
If you’re not sure which format to use, see Which audio format should I download?
When to contact support
Contact support if:
- You were charged but never received access to the track
- The track still doesn’t appear in Collection after waiting
- Every download attempt fails
- You think there’s a problem with the file you received