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Why is my order failing to process? Payment failures/declines can be a result of many factors. Some failures are due to the customer’s bank declining the payment. This may happen for various reasons including insufficient funds, or concerns of suspicious activity. Failures of this kind are best discussed with your bank. They will be able to provide you with more information than we can. Other failures are gateway rejections. These rejections are when our payment processor has decided to reject the payment to protect Affinity from potential fraudulent transactions. When a customer places an order via the Affinity Store, the transaction is handled by the third party payment processor Digital River. Only a small amount of information is requested from our customers; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Digital River either authorises or rejects the payment using this information, along with other additional factors. We have no control over this. In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve. What can I do to fix this? If this happens to you, if you haven’t already, please update your web browser to the latest version. You could also try using a different web browser or another computer, if you have access. Please make sure that you have enabled essential cookies for our website. There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders. As well as credit/debit card we offer a range of other payment methods. These will vary from country to country, but widely available options include PayPal, Google Pay, and Apple Pay (when ordering from an Apple device). If your credit/debit card is being declined you could try one of these options instead. A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue. You can also obtain the Affinity apps from either the Microsoft Store or the Mac App Store, depending on your OS. What will happen to the money that has left my account? Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information. If you still have questions or concerns, please send an email to affinity@serif.com

Affinity software purchased from the Mac App Store or iPad Store or Microsoft Store cannot be exchanged under any circumstances, sorry. You may be able to get a refund using the appropriate store processes. For Affinity software purchased from the Affinity Store It is not normally possible, except if requested during a money back guarantee period. In order to change your Affinity Store License from macOS to Windows, or vice-versa, you will need to contact the Affinity Orders department within your 14-day Money Back Guarantee and request this to be changed providing your Affinity Order Number. Depending on the circumstances and whether or not you are eligible, we will look into amending the license(s) for you. Please contact affinityorders@serif.com for help regarding this issue.

If you have purchased Affinity Software but you're unable to login to your Affinity Store Account; first, make sure you purchased this software directly from the Affinity Store, and not from the Microsoft Store or Apple Mac App Store. If you're sure you purchased your software directly from the Affinity Store you may have provided the wrong email address (containing a spelling mistake). or provided a different email address to the one you are currently attempting to sign in with. In this case, check to make sure you're entering the correct email address, and try logging in again. If you still experience issues, please contact the Affinity Customer Services team on affinity@serif.com explaining what you have already tried, and from there they should be able to troubleshoot further for you.

There's no way to switch your Affinity software license from the Microsoft Store to your Affinity Store account, and vice-versa. Sales through the Microsoft Store belong to Microsoft Inc. and Serif have no control of the process.

There's no way to switch your Affinity software license from the Mac App Store to your Affinity Store account, and vice-versa. Sales through the Mac App Store belong to Apple Inc. and Serif have no control of the process.

You're currently in the best place to get support with your Affinity apps. You'll get help from other knowledgable Affinity users and staff Unfortunately, we don't offer phone support but we do offer support via email at affinitysupport@serif.com We're a small office located in Nottingham, UK and our offices are open between 8am - 6pm GMT with limited support over weekends and holidays.

Our workbooks are not currently available as a PDF or eBook - they're only available as a physical hardback book. The beautifully presented workbooks can be purchased directly from the Affinity Store: https://affinity.serif.com/store/