How can we help?

1. Sign in with the account you used for the purchase.
2. Open My Purchases, then Orders.
3. Choose View & Download beside the product, then select a file in Files.

Subscription content is in the separate Subscriptions tab. If you bought as a guest, use the email address from checkout to find your account. If the order still says Complete payment, check the payment result before paying again.

First, check the order in My Purchases and read the payment message. A pending bank entry does not necessarily mean the purchase is complete.

• Declined: check the payment details and available funds, or ask your bank about the decline.
• Confirmation needed: finish the bank confirmation and wait for the result.
• Still pending: do not start another payment while the first result is unresolved.

If you need help, send the order reference and exact error message with your ticket.

Check the refund terms for your purchase. In My Purchases > Orders, open the product’s actions and choose Request Refund when available. Select a reason and explain what went wrong. A useful screenshot can help the seller understand the issue.

The request goes to the seller for review; sending it does not mean the refund is complete. Subscription refunds have separate rules: a first-payment guarantee, when included with your purchase, does not cover later renewals. Contact support if you cannot find a request you believe is available.

Open My Purchases > Subscriptions, find the product, and choose Cancel Subscription. Read the access date in the confirmation before you continue. Cancellation stops future renewals; it does not request a refund.

For a paid subscription, access continues through the current paid period. After that, your purchased tier decides what remains: Keep the last paid version retains that version without future updates, while Access only while subscribed ends content access. Check your tier’s terms before canceling.

Start in Account Verification. Add the requested social profile, personal details, residential address, and payout information. The bank fields depend on your country, so follow your own setup form.

Initial account details, photo-ID checks, and tax forms are separate steps. You may be asked later for an identity document and selfie, or a W-9 or W-8BEN. Check your account for the current request and review result. Use the designated verification form for documents, rather than attaching them to an ordinary support ticket.

Sales earnings normally have a 10-day hold, and the standard minimum withdrawal is $50.00 USD. Check Available to withdraw and Next release in your balance. Other holds or unfinished verification can delay availability; spending funds added for purchases cannot be withdrawn as earnings.

After you request a withdrawal, Standard bank payouts are estimated at 2 to 4 business days. Express payouts can arrive within minutes on eligible debit cards, where available. Review your account’s current fees and arrival estimate before confirming. Track an existing request instead of sending another one.

TrekGuider checkout uses US dollars (USD). The available payment methods appear at checkout and can depend on your country, device, and purchase type. A method offered for a one-time product may not be available for a recurring subscription.

Your bank or wallet may convert the charge to your account currency and apply its own costs. Review the full checkout total and any payment confirmation before completing the purchase. If your usual method is missing, choose another available option or contact support about the specific order.

A tier sets the included files, videos, and access rules. A billing period sets how long each payment covers. Compare both on the product page: the monthly equivalent is a comparison figure, while the full selected period is billed upfront.

For an eligible active subscription, use View tiers or the product page to choose a change. Read the new amount and start date before confirming. A scheduled tier change begins at the next renewal after a successful payment, not immediately.

When the product offers gifting, choose the gift option and enter the recipient’s email address. Double-check the address before paying. The recipient receives an invitation and claims the gift to access the product; buying it does not add the recipient’s files to your own purchase library.

If the email does not arrive, check the gift’s current status before buying it again. Depending on that status, you may be able to resend the invitation or correct the recipient. Claimed and expired gifts need different next steps.

The standard product commission is 10% at Level 1, 8% at Level 2, and 5% at Level 3. New sellers receive a 5% introductory rate for their first 30 days; qualifying referred sellers can receive a separate 4% benefit. Check Your Level & Benefits for your rate and countdown, especially if you have individually agreed terms.

Payment processing and withdrawal fees are separate. Donations have a flat 5% platform commission. Your earnings summary shows sale deductions, while the withdrawal summary shows the payout fees and amount you will receive.

Share your link from Referral Program before the seller registers. Eligible sales can earn you 25% of TrekGuider’s platform commission during their first 30 days, then 12.5% from day 31 through day 365. These periods start at registration, not at the first sale. The share is calculated from the platform commission, not the full sale price.

Seller commission rewards have a 60-day review period. Refunds or disputes can reduce or reverse a reward, and approved funds can still be on hold. Track the reward status and available balance in your account.

Follow the tax request shown in your account. Entering a tax ID during initial seller setup does not replace a separately requested tax form. Review the details and certification in that form before sending it for review.

Use Documents for available copies, form status, and annual documents when offered. A submitted tax form and an annual payment report are different documents. If the requested form does not match your circumstances, ask support to check your account before you sign. Leave your full tax identifier out of the support message.

Yes. You can create tiers with different prices, included files and videos, and access rules. You can also offer different billing periods for a tier. Give each tier a clear name and explain what the buyer gets, so people can compare without guessing.

Check which content belongs to each tier and what buyers can access after their paid period ends. Before submitting the product, review the tier comparison and pricing together. A longer billing period and a higher content tier are separate choices.

Yes. Sellers can submit Travel Insights: useful articles that share knowledge, answer travel questions, or help readers use a resource. Choose a specific subject, write from your experience, and use clear headings and relevant images.

A helpful article can introduce readers to your creator page and related products, but traffic and sales are not guaranteed. Keep product mentions useful to the topic. Platform News and official help guides are published by TrekGuider; a seller’s Insight does not appear as a platform announcement.

You can browse products before creating an account. When you are ready, register with an email address you can access and complete the email confirmation. Your account keeps purchases, saved products, and notifications together.

If you want to sell, continue with seller setup and review the verification requirements before preparing your first product. Your public creator page and private verification details serve different purposes. You can return to the Help Center whenever you need the steps for a particular task.

Buying and selling have different requirements. Buyer access and transactions must be permitted under the applicable US sanctions restrictions and marketplace terms. Payment options for a particular purchase are shown at checkout.

Sellers also need supported account verification and payout setup for their actual country. A country appearing in a general dropdown does not confirm that selling and withdrawals are available there. Check the seller country guide before preparing a shop, and ask support if the setup form says your country or payout destination is unavailable.

Check that you are using the email address or connected sign-in method for your account. If you forgot your password, use the password reset option and look for the reset email, including in your spam folder.

If two-factor authentication is enabled, use your authenticator or an unused backup code. If you cannot access either, contact support for account recovery. Do not send your password, sign-in codes, or backup codes in a ticket. Include the account email and explain which step you cannot complete.

Select Submit a ticket, choose the closest topic, and describe what happened. Include an order or withdrawal reference when relevant, the exact error message, and the steps you already tried. A screenshot can help if you remove private details first.

You do not need an account to send a ticket. Use an email address you can access so you can receive the reply. Follow the conversation through the support area or the access provided by email, and add updates to the existing request when possible.