Talk to a person.
There is no support desk and no ticket number. Messages go to a monitored inbox and a human reads them, usually the same day.
If you bought the file and it never arrived, say so here with the address you paid with. We will stamp a copy by hand and send it the same day. You paid; you will get it.
Two things that answer most messages
The download link didn't work. Email clients cut long links in half. Copy the whole thing out of the original email, or just tell us and we will send the file directly.
Report a bug. Something behaved wrongly, or a figure looks wrong to you — tell us what you did, what you expected, and what happened instead. We would rather hear it than not. If it turns out to be a real fault we fix it and publish the corrected build, and because your download link always hands you the current version, the fix reaches you without a new purchase or a new link. We write back either way, including when we think the tool is right and will show you why.
On refunds: all sales are final, because the whole planner is free to use before you buy — the detail is in the terms. That is separate from something being broken, which we fix.