■ Inquiries about User Registration and Login
Q. I can't log in.
A. If you know your registered email address but haven't set a password or have forgotten it, please reset your password via [ this link ] and try logging in again.
Note: If you registered with a third-party account, the email address registered to that account at the time of your registration is set as your login ID and email address.
If you have forgotten your email address, please refer to [ I have forgotten my Login ID and/or password ].
Related help pages: [ I want to change my login ID/email address/password ]
and [ Regarding Login with Social Networking Services ]
Q. A product I purchased disappeared.
A. You may have logged in using an account registered with a different email address from the one you used to make the purchase.
If you have other email addresses, please check the [ password reset page ] to check the login ID of your existing account.
Note: Having multiple accounts of the same service type is a breach of our terms and conditions. If you have created duplicate accounts, please contact us to have them merged together.
Related help page: [ My Purchase History disappeared ]
■ Inquiries about Purchases and Payments
Q. I lost a coupon or points after a failed payment.
A. If a payment fails and the coupon or points appear to be lost, they should be automatically restored after some time. However, the timing of the restoration depends on the payment method. Please contact us if the coupon and / or points are not restored even after having waited for a day.
Related help pages: [ My coupon disappeared ] and [ My points disappeared ]
■ Inquiries about Viewing Products
Q. A product I purchased isn't appearing in DLsite Play or my Download History. I cannot view it properly, or I get errors.
A. There may be an issue with your browser's cache or cookies. Please refer to [ How can I clear temporary Internet (cached) files? ] and [ How to delete cookies ] and try clearing the cache and cookies.
If you continue to experience trouble browsing DLsite, we recommend disabling any third party plugins / extensions, and updating your browser to the latest version available.
Please also refer to [ What are DLsite's system requirements? ] and [ What are the recommended device settings for DLsite Play? ] and make sure you are using a supported browsing environment.
Related help page: [ Purchased product(s) does not appear in my Download History ]
Q. I got a virus alert when downloading or extracting a product's files, and I'm unable to download or extract them.
A. All products sold on DLsite are checked with the latest antivirus software prior to sale. Please try temporarily disabling your security software or adding the detected file(s) to the exception list, then attempt to download or extract the product again.
For more information on how to stop or configure your security software, refer to [ How do I change my security software settings? ].
Related help pages: [ I get a virus infection warning ] and [ An error occurs when attempting extraction of a file. ] and [ I don't know how to decompress (extract) files. ]
Q. I can't download or view a product.
A. It is possible that the product is set to be non-downloadable. Please check its compatible viewing environments on its product page to confirm if the content is downloadable.
Also, using an unsupported environment may cause issues with downloading or viewing products.
Related help pages: [ Product won't download/download fails ], [ Downloading and Extracting ], and [ What are DLsite's system requirements? ]
■ Inquiries about DLsite's Services
Q. I don't receive notifications when a circle I followed releases a product or when a product I favorited becomes available for purchase.
A. It's possible that the notification emails are being treated as spam. Please check your email settings and spam folder.
Additionally, we recommend that you "whitelist" our mailing domains in your email client to avoid future issues.
Related help pages: [ I am experiencing trouble receiving notification emails ] and [ I have a problem receiving emails from DLsite ]