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License Email Has Not Arrived

License emails are automatically sent 5-10 minutes after purchase through the online store from noreply@sparklabs.com, however you should allow up to 60 minutes for delivery. If you haven't received your license email after this time please try the suggestions below.

Checking Your Spam or Junk Email Folder

If you haven't received your email after 60 minutes it is likely that a spam filter has caught it. Check your Junk Email or Spam folder to see if your license email was put there by mistake. In some cases you may have more than one Junk Email or Spam folder, or you may have to log into your email provider's web interface to check your server-side folder or junk email list.

Adding a Filter or Junk Email Rule

If your license email can't be found in your Junk Email or Spam folder you can try adding a filter or rule to allow the license emails to bypass any spam email filtering. For example, to add a filter to Gmail to allow the license emails though:

  • Log into Gmail's web interface.
  • On the right select the Cog button and then select Settings.
  • On the new page select the Filters tab, and then click on the Create new filter link.
  • In the From field add "@sparklabs.com" (no quotes) and then click the Create button.
  • On the next page tick the "Never send to spam" checkbox, and then click the Done button.

You will then need to resend your license email using the Lost License form, which can be done automatically and instantly (please see Resending Your License Email below).

If you have entered a company or enterprise email address when purchasing, you may need to contact your IT department as often email filtering is done on the server. Some companies also block noreply email addresses, you may need to check with your IT department if this is the case and you haven't received your license email.

eCheck Payments

Payments via Credit Card are instantly processed, however payments via eCheck are not. An eCheck payment is a payment made directly from your bank account (rather than via credit card). If you have completed PayPal's payment process using an eCheck payment you may have to wait 3 to 5 days before the payment is received by PayPal and your Viscosity license details are emailed out. Please see PayPal's eCheck payment page for more information.

Resending Your License Email

You can also try resending your license email using the Lost License form.

If the Lost License form does not recognise your email address, you may have entered a different email address when you purchased Viscosity, or may have made a typo. In either case, please send us an email to our support address with your [[kbarticle:retrieving-your-receipt-or-transaction-number|PayPal receipt] and we can check this for you.

What Next?

If you are still not receiving your license email, and your email address is recognised by the Lost License form, there are a couple of options. If you are using a workplace or enterprise email address, first contact your IT Administrator to ensure that there is not a system you cannot access blocking or capturing your license email.

Alternatively, we can send your license email to a different email address. To do this, please send us an email to our support address with your transaction or receipt number and we can assist you.