Almost everything that fails here fails in one of five ways, and every one of them has a fix you can do yourself in a minute or two. They are all below. If yours is not, there is a mailbox at the bottom that a human reads.
Refunds do not require contacting us. The button is in your dashboard. For seven days after you pay there is a button that says Refund in your dashboard. One tap, the full amount goes back to your card, nobody asks why. You never have to write an email to get your money back.
Some platforms, TikTok especially, ask a quiet question when you request your data: TXT or JSON. TXT is written for a person to scroll through, and no tool can reliably parse it, ours included.
A zip carries an index at its very end, so a download that stops partway produces a file that looks real, has a plausible size, and cannot be opened by anything. Phones that lock mid-download and connections that drop are the usual causes.
Every Count page reads every supported platform, so the wrong page is never the problem. The usual cause is that the file is not an official data export at all: a folder of screenshots, a chat log saved by hand, a PDF statement, or an export from a platform we do not read yet.
Platforms keep the export download alive for a limited window, usually a few days, and then the link dies even though your export was sitting there ready. There is no way to revive a dead link, ours or theirs.
Your payment is attached to the email address you typed into the Stripe checkout, and your Reading unlocks for an account signed in with exactly that address. Nearly every locked-out case is a second email address.
Write to support@pupulcorp.com. A human reads it, today that human is the founder, and a real answer comes back rather than a ticket number. Say which platform's export you were using and what the page said when it stopped; a screenshot of the message helps.
Never attach your export itself to an email. We do not need it, and the whole point of the Count is that we never see it.