Answers, without the runaround.
Most questions are one of the ones below. If yours is not, write to us — a real person reads it.
Signing in
I bought a membership. How do I get in?
Go to the member portal, enter the e-mail you bought with, and choose Set or reset password. You will get a message with a link; follow it, pick a password, and from then on you sign in directly.
The link in the e-mail does not work.
Open it in the same browser you asked for it from. A link requested on your computer will not complete in your phone's browser — that is how the sign-in is secured, not a fault. Request a fresh one from the device you want to use.
I forgot my password.
Use Set or reset password on the sign-in page. It is the same button either way.
I signed in but it says I have no membership.
Access is attached to the e-mail address you paid with. If you bought with one address and signed in with another, write to us with both and we will move the purchase across.
Downloads
Where are my files?
Everything sits under My products in the portal, grouped by category. Open a category to see its files, then download them one at a time.
A download link stopped working.
Download links are generated for you and expire after fifteen minutes, so one copied earlier or shared with someone else will not work. Go back to the portal and start the download again.
The files are enormous.
They are. The library is roughly 674 GB across 62 categories, and single files can run to 2 GB. Download the categories you actually need rather than everything at once, and use a wired connection if you have one.
A download failed halfway.
Start it again from the portal. If the same file keeps failing, tell us which one and we will look at it.
Licences
What am I allowed to do with the products?
It depends on the rights attached to each item. The License Guide explains what private-label rights and master-resale rights each permit, and what they do not. The licence supplied with a product is what governs it.
Can I resell what I download?
Often yes, but the details differ per product and the two licence families allow different things. Read the guide before you publish or sell.
Billing
How do I cancel?
Open Account in the portal and use the billing link there. Cancelling stops the next renewal; you keep access until the end of the period you have already paid for.
How do I change my card?
Same place — the billing link under Account opens Stripe's own page, where you can update the card.
Can I get a refund?
See the Refund & Cancellation Policy. In short: because the library is delivered immediately, purchases are not generally refundable once you have agreed to that — but if something is broken or you never got access, write to us and we will fix it or refund you.
What will the charge look like on my statement?
It appears under the name shown at checkout. If you see a charge you do not recognise, write to us before disputing it — we can usually identify it within a day.
Still stuck?
Write to support@exhaleplr.com from the address you bought with, and say what happened and what you expected. We answer within a few working days.
For billing disputes, include the date and amount of the charge.