Contact & Support
Need help? We're here for you.
Common Questions
- Buyers: Order issues, downloads, licensing questions
- Creators: Selling setup, payouts, tax verification
- Account: Login problems, password resets, account settings
- Technical: Site bugs, payment errors, file issues
How to Reach Us
For support inquiries, please log in to your account and use the contact form in your account settings, or reach out through one of these methods:
Email Support
support@thesolamarketplace.com
We respond within 24-48 hours
Response Time
Monday - Friday: 9AM - 6PM EST
Weekend inquiries answered on Monday
Frequently Asked Questions
How do I download my purchased files?
After purchase, go to your Downloads page. Click "View Order" on any order to see your files and license certificate. Download links are valid for 24 hours.
What's the difference between license types?
Personal: For personal, non-commercial projects only.
Commercial: For business use and creating physical products to sell.
Commercial with Resale: For both physical AND digital products you'll resell.
Full Resale: Unrestricted commercial use with full resale rights.
How do creator payouts work?
Creators receive 84-95% of each sale depending on their tier (Free: 7% marketplace fee, Pro: 4% fee, Ultimate: 2% fee), plus Stripe processing fees. Payouts are processed directly through Stripe Connect. You must complete tax ID verification before receiving payouts. Stripe handles automatic tax form generation (1099-K/NEC).
Can I get a refund?
General Policy: Due to the digital nature of products, sales are final once you download a product.
EU Customers (14-Day Withdrawal Right): If you're in the EU and haven't downloaded the product yet, you have 14 days to request a full refund. However, once you download the product (after giving consent at checkout), the withdrawal right is waived and the sale becomes final.
Exceptions: Refunds may be issued for defective files, fraudulent listings, or if the creator chooses to offer one. Contact the creator or support at support@thesolamarketplace.com with your order details.
See our full refund policy for details.
How do I claim freebies?
Creators offer freebies on their product pages. To claim a freebie, you must first create a free Sola account and log in. Look for "Get Freebie" or "Claim" buttons on product pages. Some creators require you to provide your email address or follow them to receive the freebie. Once claimed, freebies appear in your Downloads page just like purchased items.
How do I start selling on Sola?
Log in, go to your Creator Dashboard, set your shop name, and start uploading products. You'll need to complete Stripe Connect onboarding and tax verification to receive payouts.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover) through Stripe. Payment processing is secure and PCI-compliant.
Send Us a Message
Have a question, feature request, or feedback? Let us know!
Or email us directly at support@thesolamarketplace.com
Want More Personalized Support?
Log in to your account and access the support form in your account settings for account-specific assistance.
Sign In to Get Support