Knowledge base | Kayla Itsines

No Payment Receipt/Confirmation Email Received

When will I receive my confirmation email?

Please allow up to 24 hours to recieve your confirmation email.

I have not received my payment receipt/confirmation email.

If you have not recieved your confirmation email and/or your payment reciept this could be for a few reasons. 

  1. PayPal: If you paid with PayPal your purchase will now be associated with your PayPal email address and your confirmation emails will be sent to this email address. 
     
  2. Spam/Junk Folder: Our confirmation emails often get lost in spam/junk folder, be sure to check this folder before contacting us. 
     
  3. Incorrect Email Address: You may have incorrectly entered your email address by mistake when submitting your details to our website, you will need to contact us in this case.
     
  4. E-Cheque: If you have paid with an eCheque within PayPal, it will take between 3-5 business days to clear. You will receive your confirmation email as soon as your eCheque has cleared.

Contact Us

If you are unable to access your guides for any of the above reasons feel free to reach out to us using the "Contact Us" pop up at the bottom right of your screen, as seen in the image below.

Please provide the following in your Request:

  • Product Purchased
  • Date of purchase
  • Full name of purchaser
  • Email address associated with purchase (if you paid with PayPal the guides will be associated with that email address)
  • Whether you purchased with PayPal or your credit card
    • If credit card - Last 4 digits of your card
    • If PayPal - Copy of your PayPal confirmation email

 The Customer Care Team will get back to you as soon as possible.