Where to find your video
Reopen the right private order, check payment and processing, and save your MP4 before its download window ends.
Start with the full private order link
Your full private link is the most dependable way back to an order. It contains an order ID and a #token part. Save it before Stripe checkout and keep every part intact. A bookmark of the token-free payment-return page may not contain the access key you need.
Open your backed-up link directly in the browser. On another device, transfer it privately and open it on the original site domain. Anyone holding the link may access the order, so keep it out of public messages and screenshots. You do not need to send the private token in an initial support request.
Use My orders in the same browser and on the same domain
My orders lists private order links saved by this browser, not orders attached to an account. Reopen it in the browser and browser profile you used to order, on the same site domain. Select the matching order to check its current status. The list itself is not proof of payment or successful generation.
Changing devices, switching browser profiles or domains, clearing site data, private browsing or blocked storage can leave the list empty. Private browsing data may disappear when its private session ends. If storage is blocked, access through a full saved private link can still work, but do not expect the browser to remember it later.
Forget link on this device removes the saved browser entry only. It does not cancel a payment or delete server-held media. The order page’s deletion control is a separate, irreversible action.
- Open My orders in the original browser on the original site domain.
- Choose the matching saved order, or paste your complete private link into the import field.
- Open the order and use Refresh to check the server’s current payment and generation status.
- Keep the separate backup even after the browser saves the imported link.
If you have just returned from Stripe
The checkout return includes the order ID, not the private access token. The page uses the saved token for that exact order from the same browser. If storage was cleared or checkout returned in another browser, use your backed-up full private link instead. The page must not substitute a different saved order.
Neither checkout=success nor checkout=cancelled proves whether a charge completed. A cancelled return may follow an interruption after payment; a success address can appear before the service has confirmed the outcome. Refresh the matching private order and check your payment records. Do not create another purchase just because the first result is not ready.
A Stripe receipt helps investigate a payment, but it does not authorize a video download. An email used in checkout is not a PickATrend recovery account. Videos and access links are not automatically emailed, and there is no self-service email lookup.
Read the status rather than guessing from the waiting time
Not paid or Awaiting payment means the service has not confirmed payment for that order. Payment received means it has. Preparing generation and Generating mean the job is underway, not ready to download. Timing varies; no exact completion time is promised.
Video complete means a stored result should be available while its access window remains open. Generation failed means the job could not be completed. Review required means the generation outcome needs manual investigation: keep the order ID and contact support. Do not retry generation, create a replacement order or pay again. If the page says Status unavailable or Could not refresh, keep the message and contact support if refreshing does not resolve it.
Refund pending means the refund process is not finished. Refunded means the processor has confirmed the refund, not that your bank has necessarily posted it. Bank processing varies. A failed or cancelled checkout is not itself a refund confirmation.
Download the file while it is available
Choose the download control on a completed order and allow the browser to save the MP4. A message that the download was requested does not prove the file reached your device. Check Downloads, open the saved file and watch it with sound. On a phone, check your browser’s file downloads rather than assuming the video was added to Photos.
If the download fails, keep the private page open, check connectivity and refresh the order before trying again. Note the error and whether the order still shows an available video. For a corrupt or inaccessible file during its availability window, contact support promptly with the order ID and error details; do not publicly send the access link.
Your completed result expires seven days after successful completion. The order page gives its actual deadline. Download immediately and make your own backup. The original photos have a separate 24-hour source-retention period, and an unpaid draft expires 24 hours after creation. A private link, payment receipt or support request does not extend these windows.
If the link is missing, or a charge has no visible result
First check the original browser’s My orders, your private notes, bookmarks and any securely saved copy of the full link. If you find it, open it or import it in My orders. An incomplete link, another site’s link or an order ID alone will not pass the access check.
For payment, access or delivery problems, email support@zombieaicouple.org with “PickATrend” in the subject, your order ID if available, the payment receipt reference, approximate payment date and a description of the error. Say whether you still have the full private link, but do not include the token, full card number or unnecessary source photos in the initial message. Support can review the information to investigate a payment or delivery issue; contacting support does not register an email for recovery.
Support cannot promise to reconstruct a missing private token from an email address or receipt. Payment assistance and authorized media access are different matters. If the order or video is expired or deleted, support cannot restore the removed file. You may still raise a payment, defect or statutory consumer-rights issue with the relevant evidence.
Frequently asked questions
Photos, payment and access to your video.
Why is My orders empty even though I paid?
Its list lives in the browser on the same domain, not in a payment account. Check the original browser profile and your separately saved private link. Do not pay again merely because the local list is empty.
Can my receipt replace the private token?
No. A receipt supports payment investigation, not authenticated media access. Open the full saved private link or a matching saved order in My orders.
Does deleting browser history delete the video?
Removing browser data may erase your saved access links, depending on the options selected. It does not by itself delete server media. Use the authorized order deletion control for available service-side media, and keep your own download first.
