Troubleshooting FAQ

Placing your order:

Q: I tried making a purchase and entered credit card information, but it didn’t work.
Your billing address zip code must match the one on file with your credit card company. If they don’t match exactly, it could result in your credit card being rejected.
Q: I think I was accidentally billed twice.
This can happen if you accidentally push submit twice while the system is still processing your transaction. Don’t panic, we’ll fix it! Usually, we notice a double billing and correct the mistake for you. If you notice something we missed, just email us and we will be happy to reverse the charge.

Downloading your music:

Q: I don’t know where to find my music!
All your recent downloads are available for 30 days after purchase on your My Account page. Find the My Account link in the upper right hand corner. (You will need to log in first to see it.)
Q: OK, I’m on my My Account” page, but I still don’t see my downloads.
Downloads expire after 30 days, so if you don’t see a download link for something you know you purchased, it may have expired. (Or, you may still see the link but when you click on it, it says your purchase has expired.) See below.
Q: I forgot to download my purchase and now it’s expired. 
If you didn’t have a chance to download your recent purchase before it expired, just email us with your order number to request an extension and we’ll be happy to give you a little extra time, within reason.
Q: I placed the order weeks ago, and the music still hasn’t arrived in the mail.
With the exception of The Orchestral Harpist, we sell only digital editions of the music in our catalogue, so you will not receive a printed score in the mail. You will need to log in with your username and password and visit the downloads section of your account. There, you can download PDFs of the music that you purchased.

Printing your music:

Q: I made a purchase, but the download link doesn’t work or goes to the wrong product.
It’s  possible we made a mistake when creating the download link. Email us to let us know exactly what’s wrong and we’ll fix it right away.
Q: I downloaded my PDF but it’s filled with “gibberish.”
Usually when a PDF doesn’t display or print correctly it indicates a problem with your browser or software. Try a different browser and/or updating your software. We recommend using Adobe Acrobat or the free Adobe Reader to view and print your PDFs.
Q: My downloads show up on the screen, but when I print them I get a blank page. 
This can also be associated with printing directly from a web browser. Try saving the document on your local hard drive and opening it in a PDF reader such as Acrobat or Preview and printing from there. If you have a choice, be sure to use your printer’s dialog box rather than your browser’s “print” button (move your cursor away from the browser and you may see more options). You can also try “shift reloading” your browser screen. Everyone who has mentioned this problem to us has reported it solved after trying a few different things so don’t panic and keep trying! If the problem persists, let us know.

Old Orders:

Q: I saved my downloads onto an old device that I don’t have anymore and now I can’t find them. 
It’s up to you to save and back up purchases, so please keep your downloaded files safe and be sure to print out a hard copy for your file.
Q: I’m trying to download my purchase, but it says I need a password.
Music purchased prior to 2018 requires a password to open, even on your own device. Your password is the email address you used to register for the site. Your account login password is different, and will not work to access your downloads.
Q: I’m entering my email address as the password, but it is still being rejected.
We know it sounds like a no-brainer, but check that you’re typing correctly! Also double check that you didn’t mistype your email address when you registered for the site. Your email is case sensitive—be sure to use all lower case letters.

Contact Us

Still have questions?

Email us at info@harpcolumn.com.

Leave a phone message at 215-564-3232.
(Please note that our office hours are limited, and you will usually get a quicker response through email.)