After-purchase support

What to do if you cannot access your purchase

Use this guide after payment when an access email, instruction or link is missing, lost or not opening.

Start here

If payment is confirmed, first check the email address used for the purchase, including spam or junk folders, and keep your payment confirmation. If access is still missing, contact Ticked Bucket List through the Contact page so the purchase can be checked.

First identify the problem

Use the route that matches what actually happened.

Payment completed, access missing

Continue with the access checks below. If you still cannot open the purchase, use the Contact page.

Payment failed or is still pending

Check the payment provider or checkout status first. An access check cannot confirm a purchase that has not completed.

You may have used another email

Check the email address used at checkout or payment, plus any alternate inbox you may have used for the order.

Access recovery

Try these checks in order.

Stop as soon as you regain access. There is no need to repeat the whole sequence.

  1. Check the purchase inbox

    Search for the purchase confirmation and any access instructions sent after checkout.

  2. Check filtered and older mail

    Look in spam or junk, promotions, archived and deleted folders. If you used another email address for payment, check that inbox too.

  3. Confirm the payment completed

    Keep the payment confirmation. If the payment is pending or failed, resolve that status with the payment provider before treating the problem as missing access.

  4. Try the most recent access instruction

    If you have more than one email or link, use the most recent purchase or access message rather than an older saved route.

  5. Contact Ticked Bucket List if access is still missing

    Use the Contact page and give enough purchase information for the order to be identified. Do not send medical records, medication lists or unrelated health information.

Make the support request easy to check

Include the purchase details, not your health history.

Useful purchase details

  • the email address used for the purchase;
  • the approximate purchase date;
  • the product name shown on the confirmation;
  • your payment confirmation or the identifying detail support requests from it;
  • whether the email is missing, the link is missing, or the access route will not open.

Do not send unnecessary sensitive information

  • medical records or detailed health histories;
  • medication lists;
  • passwords;
  • full payment-card details;
  • other information that is not needed to identify the purchase or access problem.

Starter Kit access: if you specifically need the normal Starter Kit access sequence rather than troubleshooting a missing purchase, use How to access your Starter Kit.

A different support problem?

Access recovery is not the same as a refund or checkout problem.

If your question is about a failed checkout, cancellation, refund or another order problem rather than opening a confirmed purchase, use checkout, access, refund and cancellation help.

Still cannot access a confirmed purchase?

Use the Contact page and include the purchase details needed to identify the order.

Contact Ticked Bucket List about purchase access

This page is for purchase and access support. Ticked Bucket List does not provide urgent or emergency care, diagnosis, treatment, prescribing, medication guidance, medical clearance, legal advice or insurance advice.

Written and reviewed by Ticked Bucket List. Last reviewed 13 August 2026.