Comprehensive Guide to Troubleshooting Orders, Downloads, and Account Issues on the Frontier Store

There are several reasons why your order might have been cancelled:

• Payment issues: Ensure your payment method has sufficient funds and is correctly entered.
• Fraud prevention: Orders may be cancelled if flagged by our fraud prevention system.
• Stock availability: The item may no longer be in stock.
• Account issues: Ensure your account details are up to date and accurate.

If your order is listed as "Processing," it means we are currently preparing your order for shipment. This status will change once your order has been dispatched.

If your order status is "On Hold," it means there is an issue that needs to be resolved before we can process your order. Common reasons include:

• Payment verification: We may need to verify your payment details.
• Stock availability: The item may be temporarily out of stock.
• Account issues: Ensure your account information is up to date.

If your order status is "Pending Payment," it means we are waiting for your payment to be processed. Ensure your payment details are correct and that there are sufficient funds in your account.

If your credit card order is failing, consider the following:

• Ensure your credit card details are entered correctly.
• Check that your card has sufficient funds.
• Contact your bank to ensure there are no issues with your card.
• Try using a different payment method.

ELITE DANGEROUS AND PLANET COASTER
We do not support the gifting of games on the Frontier Store at this time, however, gifting of games is currently available for all our games via Steam.

You can see the Steam gifting guide here for further help:

https://support.steampowered.com/kb_article.php?p_faqid=549

ELITE DANGEROUS IN-GAME GAME EXTRAS
We do not currently support the gifting of Arx or cosmetic extras purchased with them.

To return a physical order:

• Contact our customer support team to initiate the return process.
• Ensure the item is in its original condition and packaging.
• Follow the instructions provided by our support team to ship the item back to us.
• Once we receive and inspect the item, we will process your refund or exchange.

Refunds for digital product purchases are subject to our refund policy. Generally, refunds are not available for digital products unless there is a technical issue that prevents you from accessing the product. Please contact our customer support team for assistance.

To download your game or other digital products:

• Log into your Frontier store account.
• Navigate to the "My Orders" section.
• Find the order containing the digital product you wish to download.
• Click the download link provided in the order details.
• If you experience any issues downloading via the portal, you can use the following link:
  • https://hosting.zaonce.net/elite/Client-Installer.exe 

To redeem a code:

• Log into your Frontier store account.
• Navigate to the "Redeem Code" section.
• Enter the code you received and click "Redeem."
• The product will be added to your account, and you can download it from the "My Orders" section.

To use a discount code:

• Add the items you wish to purchase to your cart.
• Proceed to checkout.
• Enter the discount code in the "Promo Code" field and click "Apply."
• The discount will be applied to your order total.

If you are having trouble logging into the Frontier store, try the following:

• Ensure you are using the correct email address and password.
• Reset your password using the "Forgot Password" link.
• Clear your browser's cache and cookies.
• Try using a different browser or device.
• Contact our customer support team for further assistance.