Downloading Purchases

Downloading Active Purchases

Once you purchase a file, you will be automatically redirected to your Downloads page and your downloads stay active for 14 days.

To navigate to your Downloads page, sign into your account > hover cursor over your account avatar > Click on My Downloads

To download a file, look under Active Downloads and click on DOWNLOAD.

The available SIZES / FORMATS will display and click download to start downloading.

Note: You have to option to download any and all SIZES / FORMATS

 

Downloading Purchases After 14 Days

Your downloads stay active for 14 days after purchase. If you do not see a purchase under Active Downloads, check your Receipts section. You can reactivate purchases by clicking 1 reactivation left or reactivate.

If you are the license or seat holder, you may download your purchase as many times as you need. If you are unable to reactivate a purchase on your own, just Contact Us.

 


Have a file that will not download?
Please review our Stalled Download article, or reach out to us at support@pond5.com for immediate assistance.

Was this article helpful?
2 out of 7 found this helpful
Have more questions? Submit a request

50 comments

Sort by: Date Votes
  • Avatar

    Hello Nina, please know we respond to all our emails and we're terribly sorry if we missed your call.  

    I see that our support team has taken care of the problems you were experiencing and you should not run into any further issues with your purchases. 

    By Isabel  -   - 
    0
    Comment actions Permalink
  • Avatar

    Can we not download to our phone??

  • Avatar

    Cannot download my purchase either. Please help!

  • Avatar

    Hello Katie, this would depend on your phone. We currently don't have a mobile based Pond5 or an app, so we would recommend you download the clip through your account on your computer, and then transfer it to your phone if you need it on there.


    Hey emdotcollins, I see that you purchased an After Effects file. Please know that Adobe AE software is required in order to edit this file. If you have this software installed to your desktop, there should be nothing preventing the file downloading.

    Are you using mac or a windows? If you are on windows, (which doesn’t have codec prores required), you will need to instal quicktime player. Quicktime player is an official programme from Apple, which you can download here --> https://support.apple.com/downloads/quicktime 
    Once downloaded, restart and try opening the template again and your software should be able to read the mov file.

    Any other questions, please get in touch with our support team and we'll be happy to assist! 

     

     

    By Isabel  -   - 
    0
    Comment actions Permalink
  • Avatar

    can't download my purchased AE template. i hope i didn't waste 10$ for this.

     

  • Avatar

    I see that our sales team has already taken care of your request. Please don't hesitate to reach out again if we can assist you with anything else. 

  • Avatar

    I am not able to download the purchased files, just like all these others....please fix this.

  • Avatar

    Man! I can't down all, plese help me.

  • Avatar

    I see that our support team has resolved the download issues you have been experiencing. 

    If you require immediate assistance again, please don't hesitate to reach out to our support team. We are always happy to take care of you right away!

  • Avatar

    Hi,

      I'm having having the same problem...

      Can someone please take a look ?

     

      Thank you,

     

    Daniel.

  • Avatar

    Hey Daniel, I see that you have already reached out to our support team and had the issue resolved :)

  • Avatar

    Please can you 'adjust some settings at your end' for me so I can actually download my purchase?? I see that I am not the only one, a lot of people need you to 'adjust some settings' for them so that they can presumably do what the website should do all along. This is not a very nice customer experience, and will not encourage repeat business. I have contacted you at the support email to please set up a wetransfer for me to get the file. Please action this ASAP as I am in the middle of the project now, I was not expecting to have to wait for assets, I got them instantly from other sites. Thanks!!

  • Avatar

    Hey Rachel, 

    We're very sorry to hear you ran into this issue and the delay it posed to your process. Im happy to see you've already been taken care of by our support team. Please know you shouldn't experience this download issue in future.

    Don't hesitate to reach out again if you have any other questions.

  • Avatar

    Please help I'm also having trouble downloading!

  • Avatar

    We're sorry about the download issues you have been experiencing. I am glad to see that our support team has already resolved this for you. 

    Please let our support team know if there are any other problems and we will be happy to take care of you right away. 

  • Avatar

    Same as the rest of the planet. . .

    I'm sensing a pattern here.

     

  • Avatar

    My download link is also broken. Please fix this.

  • Avatar

    @luoee2008 I see you wrote in and got your issue taken care of.  If anyone else is experiencing this issue, please write in to support@pond5.com and we can help you out immediately.  :)

  • Avatar

    Hey, 

     

    Just bought a intro piece and it just wont download on any platform, PC, iPad or Android smart phone! Please help!

  • Avatar

    @CossaMaciTech Sorry to hear you're having an issue with your downloads! It should certainly download to your computer. Make sure you try a different browser, or write in to support@pond5.com for help. 

Please sign in to leave a comment.