We understand how frustrating it can be when a resource will not download. The steps below will solve common download issues and will have you downloading resources again in no time.
Ensure you are signed in to the website. When signed in, your name should display in the top right hand corner of the website like this:
You can double-check the membership you have by hovering over your name, clicking 'Account' and then Payments & Memberships.
This will take you to a page that will show any payments you have made to Twinkl, including the start and expiry dates for any memberships you have. You can see the name of your membership and double-check it is active.
- If your membership is active and the download button on the resource page takes you to the payment page, this means the resource is not included in your membership. You may need to swap or upgrade your membership. The TwinklCares team will be happy to help with this.
- If your membership is active, the resource is included in the membership and you still can't download any resources, or you have only just paid for a membership but can't see it on your account, please contact us and we'll look into this for you right away.
If you don't appear to have an active subscription and you have downloaded resources in the past, please double check that you are logged in using the correct login details, and are not accessing any free accounts you may have set up.
If you have multiple email addresses, you can log out and try logging back in using any other email addresses you have. Please pay careful attention to any error messages you receive when doing this as they often let you know where the problem may be.
If you have tried the steps above and are still unable to download resources, please do get in touch, the TwinklCares team are happy to help.