FAQ/Troubleshooting

Accessing Your Digital Downloads Your files are delivered via email when you place an order on our website. The email will usually have the subject line "Your Order is Complete" and contains a link to download your purchase. Follow the steps below to ensure you can access your files: 1. Check Your Email • Look for an email from us with the subject line: "Your Order is Complete." • The email contains a link to download your files. Click the link to begin the download. 2. Didn’t Receive the Email? If you don’t see the email in your inbox: • Check Your Spam or Junk Folder: Emails with links can sometimes be flagged as spam. • Check the "Other" or Promotions Folder: Depending on your email provider, the message might be filtered into another folder. • Verify Your Email Address: If you’re using a school, work, or restricted email address, it might block emails with links. Try using a personal email address instead. • Wait a Few Minutes: Occasionally, emails can take a little longer to arrive. 3. Create or Log In to Your Account To ensure you have ongoing access to your purchases: 1. Visit the Sign-Up Page (https://www.educatorsdomain.com.au/sign-up)to create an account if you haven’t already. 2. Once signed in, go to My Account to view your order history, download your files, and access free updates for your purchased products. • Tip: By creating an account, you can re-download your files anytime and stay updated with product improvements or additions. 4. Still Having Trouble? If you’ve tried the steps above and still can’t access your files: • Double-check the email address you provided during checkout. • Reach out to us directly for assistance—we’re here to help ensure you get your files. Helpful Tips for Smooth Access • Save the download email or bookmark your account page for future reference. • Make sure your email inbox has enough space to receive messages. • For added convenience, download and save your files to your device right after purchase.

Troubleshooting Download Issues If you're having trouble downloading your product, follow these simple steps to resolve the issue: 1. Device Compatibility • Use a Computer: Some of our files are large and may not download easily on mobile devices like iPhones, iPads, or tablets. We recommend downloading to a desktop or laptop computer for a smoother experience. • After downloading, you can transfer the files to your mobile device if needed. 2. Check Your Internet Connection • Ensure your internet connection is stable and working. • If your connection is slow or unstable, try moving closer to your Wi-Fi router or restarting your connection. 3. Clear Browser Cache and Cookies Your browser’s temporary files may block the download. • Clear Cache and Cookies: • In Google Chrome: Go to Settings > Privacy and Security > Clear Browsing Data. • For other browsers, follow a similar path under settings. • Close and reopen your browser before trying the download again. 4. Check Your Security Software Internet security programs (firewalls, antivirus, anti-spyware) can sometimes block downloads. • Temporarily disable your security software and try downloading again. • Alternatively, check your security settings for any rules or blocks applied to file downloads. 5. Use an Alternative Browser If your download still won’t start: • Try using a different browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge. 6. File Too Large? For larger files: • Ensure your computer has enough storage space to save the file. • Downloads may pause or fail if there isn't enough space available. Still Having Trouble? If you’ve followed all the steps above and still can’t download the product: 1. Ensure you are logged in to your account if you purchased through our platform. 2. Contact our support team for help. We’ll make sure you get your product!

Here are a few steps you may want to try – in any order – to identify, troubleshoot, and resolve the problem. 1] Check your Internet connection and ensure that it is in working condition. 2] Clear Internet Cache, Temporary Files, Cookies, History, etc3] Choose a different download location and see if that helps. Maybe your download folder has become corrupted or has some other problem. If you didn't specify a location for the file to be stored, it was probably put in a common downloads folder. 3] Our files are safe, disable Firewall and or your antivirus or security software temporarily and see if the download works. Once you find your file make sure to remember where you saved it. If you have an account with us you can always access your products (including free updates)

How to Open Your ZIP File A ZIP file is a compressed folder containing one or more files, making it easier to download and transfer large or multiple files. Follow these simple steps to access your files based on your device. 1. Windows (10, 11, and newer) Windows has built-in support for ZIP files, so no additional software is needed. 1. Locate your ZIP file in the folder where it was downloaded (e.g., Downloads folder). 2. Right-click the ZIP file and select Extract All. 3. Choose a destination folder where you’d like to save the unzipped files and click Extract. 4. Your files will be unzipped and available in the selected folder. 2. Mac (macOS Ventura, Monterey, and newer) Mac computers also include a built-in unzipping tool. 1. Find the ZIP file in your Downloads or chosen folder. 2. Double-click the ZIP file. The files will be automatically extracted into a folder in the same location as the ZIP file. 3. If double-clicking doesn't work, right-click the ZIP file, choose Open With, and select Archive Utility. 3. Older Windows Versions (e.g., Windows 8 or XP) If you're using an older version of Windows: 1. Right-click the ZIP file. 2. Select Extract All. 3. Follow the on-screen instructions in the extraction wizard. 4. Choose a destination folder and click Extract. If the built-in extraction tool doesn’t work, download a free program like 7-Zip.(https://www.7-zip.org/) 4. Mobile Devices Android: 1. Download the ZIP file to your device. 2. Use the built-in Files app or download a free app like WinZip for Android. 3. Tap the ZIP file, and select Extract or Unzip. iPhone/iPad (iOS 14 and newer): 1. Open the Files app. 2. Find the ZIP file and tap it. The files will extract into a new folder. 3. If needed, download an app like iZip for additional features. 5. If You’re Still Having Trouble If the ZIP file isn’t opening, try these troubleshooting steps: • Re-download the file: It might have been corrupted during the download process. • Use a free, reliable tool like: • 7-Zip for Windows • The Unarchiver for Mac • Unzip-Online for any device via a browser. For issues where a .ds_store file appears (created by Mac systems), it can be safely ignored. These files are used by macOS and don't impact your other files. Need Further Help? If you’ve followed these steps and still can’t access your files, feel free to contact us for support. We’re happy to assist!