Recommended steps before contacting support
Use the official report retrieval and email settings entry points before deciding whether to contact human support.
- Start with order lookup, using your order number and purchase email address
- Use order lookup first for report retrieval, order lookup, delivery status confirmation and resending delivery emails
- Manage Email Preferences handles email settings; this is a separate entry point from report retrieval
- To stop emails, use the unsubscribe page or the personalized unsubscribe link in an email
- First check the purchase email inbox and spam folder for the report email
- Open the order details page to view delivery status and recent sends, and resend the delivery email if needed
- For purchase email recovery, return from order details to order lookup to continue
- If payment fails, retry on the original order page first; do not create duplicate orders
- Contact support if these official routes still do not resolve the problem
Common support topics
- Payment succeeded but the report did not arrive
- Payment declined or interrupted
- Refund requests and applicable conditions
- Whether you can retake a test and how to share results
- Use in business or research settings
Frequently asked questions
How do I access my report after payment?
Start with order lookup using your order number and purchase email address. If the report has been generated, order details show delivery status and provide links to view the report, download a PDF, resend the delivery email, or return to order lookup for purchase email recovery.
How do email preferences and unsubscribe links work?
Report retrieval and email settings are separate matters. Use Manage Email Preferences for settings. To stop emails, use the unsubscribe page or the personalized link in an email. For a new report email, go to order lookup with your order number and purchase email address.
What if payment fails?
Return to the order page and continue payment through its built-in retry process. Unless the original order has been canceled, creating another order is not recommended.
Can I request a refund?
You may contact official support to request an order review. Access rights and delivery for digital reports, refunds, duplicate charges, subscription cancellation and abnormal orders are handled under ‘Other Policies’ referenced in the Terms of Use and the purchase page explanations. Provide the order number, purchase email address and reason, and explain issues such as non-delivery or duplicate charges. Eligibility depends on the rules applicable to that order and its circumstances. This FAQ does not promise a uniform refund deadline, amount or automatic approval.
Can I use FermatMind for a company or research?
Yes, but authorization and usage boundaries differ by context. Read the business and research page first, then contact support for a suitable arrangement.
