Believe it or not, that doesn’t happen a lot. Our download delivery system is incredibly reliable so about 99.9% of the time the problem is user related. We don’t mind though. We are happy to help you solve the problem! Doing customer support is actually really fun. We have sure learned a lot and made many new friends. One thing we will ask though….when you contact us, please be calm. We know you are probably very frustrated but honestly no one solves a problem very well when they are angry and frustrated right? And know that we will stay on the phone or email with you until your problem is resolved, even if we have to email you every song. Very last resort, we will refund your money if we can’t make you happy. But honestly, we rarely have to do that. Our customer service is top notch, promise! Call in the US toll free, 800-239-1881, 801-771-4411, or email customerservice@soundburstaudio.com. We will respond within 24 business hours. Maybe even on Saturday or Sunday if we can.