Payment confirmation and the browser redirect are separate. The confirmed payment—not merely landing back on the website—unlocks the report.
Start with these checks
- Reopen the original property through My reports, or use the original share link.
- Check the account, address and suffix. A second check for the same street address may be a separate report.
- Refresh once after the payment has been confirmed.
- Read the status: is analysis still running, is payment pending, or is the full report genuinely locked?
A paid report still being prepared is different from a payment-access failure. For a progress problem, see a delayed report.
Still locked?
Do not pay again. Contact support with the order reference, date, amount, account email and property address. Mention if another person paid through the shared report. Do not send passwords or complete bank statements.
We can investigate both payment and access. A report that fails to load after payment is also covered by the published commercial guarantee.