Cart Conflict

Browsers:

Certain browsers, Chrome, Firefox, and Safari, work best with our apps and website. If you are using a different browser, start by trying one of these instead.

Not seeing expected price:

Please ensure you are logged into your Topaz Labs Account Page, then refresh your cart page. This will guarantee our system is recognizing your previous purchases.

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Auto-filling incorrect or expired information

Personal and / or payment information is commonly saved by your browser. This is not specific to our site and can be resolved by clearing your cache and cookies or using a different browser. Keep in mind, you can clear cache and cookies for a single page, instead of your whole browser.

If you do choose to clear cache and cookies for your whole browser, all of your logins may be reset. This should not erase your saved passwords, which are typically stored separately from the cache in a password manager or a secure storage system within the browser. However, it will require you to log back into any accounts that have been reset.

Once you’ve cleared your cache and cookies, be sure you've logged back into your Topaz Labs Account Page.

Click Here to Log In Online

Stalling / not-completing the Purchase

Typically, this is not a site conflict and is commonly resolved with the same steps as above. This error includes PayPal failing to connect back to the checkout page to complete the Purchase.

Attempt the purchase again after switching to a compatible browser, clearing your cache and cookies, and logging back into your account. If you’re unsure if your purchase has gone through, please contact our support team.

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Discount Error

This usually happens when there is no product in the cart before using a discount link. Be sure you have at least one item in the cart to add your discount or store credit.

Otherwise, a link may no longer be valid. Please take a screenshot of what you see to send to our support team to investigate.

VAT error

Certain territories will open a Value Added Tax, VAT, field. This is an optional field and needs to remain blank if you do not have a valid VAT.

If you have a different Tax ID, this will not be accepted. If you need a different type of Tax ID added to your invoice, please email our support team.

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Activation Issues