I didn't receive any onboarding mail after payment.
If you completed payment but didn't receive an onboarding email, here's what to do:
Step 1: Check All Email Locations
Before assuming the email is missing:
- Check your spam/junk folder (this is where 70% of "missing" emails are)
- Check promotions/social tabs (Gmail users)
- Check all email accounts you might have used for payment
- Search your entire inbox for:
- "Questpond"
- "Payment confirmation"
- "Onboarding"
- Your transaction ID
Pro tip: Add [email protected] to your contacts NOW to prevent future emails from being filtered.
Step 2: Verify Payment Went Through
Check if payment actually completed:
- Look at your bank/card statement
- Check digital wallet transaction history
- Look for payment processor confirmation (separate from Questpond)
Possible scenarios:
- Payment pending (not completed yet)
- Payment failed (but you didn't get error notification)
- Payment went through but to wrong email address
Step 3: Timeline Expectations
Different purchases have different timelines:
For 5-Year Subscription:
- Onboarding email should arrive within 1 hour of payment
- Contains login credentials and access instructions
For Cohort Enrollment:
- Payment confirmation arrives immediately
- Onboarding/welcome email arrives within 24-48 hours
- Cohort invite arrives 3 days before start date
If you just paid:
- Wait 1-2 hours for subscription access
- Wait 24 hours for cohort confirmation
Step 4: Contact Support
If you've checked everywhere and waited appropriately:
Email [email protected] with:
Subject: "Missing onboarding email after payment"
Include:
- Your full name
- Email address used for payment
- What you purchased (5-year subscription, specific cohort, etc.)
- Date and time of payment
- Transaction ID or order number
- Amount paid
- Payment method used
- Screenshot of payment confirmation (if available)
We'll respond within 24 hours (usually much faster) with:
- Confirmation of payment received
- Immediate access to your content
- Onboarding information you should have received
Urgent?
If you need immediate access:
- Put "URGENT" in email subject
- Include phone number for faster contact
- We prioritize urgent access requests
Prevention for Next Time:
To avoid this in future:
- Whitelist [email protected] in your email
- Use a reliable email provider (Gmail, Outlook recommended)
- Double-check email spelling at checkout
- Save payment confirmation immediately after purchase
Bottom line: If you paid, we'll get you access. The onboarding email might be hiding in spam, or we'll resend it immediately once you contact us. Don't worry—you won't lose access to what you paid for.