Hi there
Last week I paid for Music Creator via Paypal but unfortunately was unable to download the product due to connection issues.  I forwarded 2 emails to customer support to advise them of the issue but after a week, I have not received a reply so I am not sure whether my emails are disappearing into cyberspace.  I am in Australia so I am not sure what I can do.  Does it normally take a while for the customer support to respond?
Thanks for any information you can provide

they should be responding to you within a week at least.  and I think they have an automated reply that responds immediately.  if you didn't get an automated reply immediately, then I would suggest you probably are sending their responses to your spam or junk folder.  check that.
 
also, make sure you have your virus scanning software disabled while trying to download the files - some virus scanning software will thwart the download.

Thanks for responding Beagle. The automated response occurred immediately but nothing since.  I will follow your advice & ensure I have no virus scanners running when I download next. I have to be patient, it has only been a week but I am excited to try the software.

Try a different download tool. Either a different browser or download manager such as Free Download Manager.

Hi Scook. Unfortunately the software is not available for me to download at this time. Thanks for responding

Was the software purchased directly from Cakewalk? If so, the link should be in your store account. If purchased from Steam, I believe you would need to work directly with Steam.

The software was purchased directly from Cakewalk & I have the Paypal receipt. It is not showing in my account hence I am waiting for customer service response. Thanks again for responding

This is more than a download issue, the order most likely did not complete. I sent a PM on your behalf to Ryan Munnis since you do not have enough posts to contact him through the forum. It is pretty early on Saturday morning (Boston time) so it still may take a while to sort out.

Hi Scook, apologies for the late response. Thanks so much for following this up for me, I really appreciate your efforts.  I will let you all know how it goes. Thanks again!
 

Hey... it might seem like they are a bit slow, but they will help you get the download issue sorted out.  They have even gone and reauthorized a download in my store account a year after the original DL....  the download should show up in your store account and it should be active for 2 weeks initially. Plenty of time to DL it if something goes wrong.
 
If you have the emails with the DL link and the authorization/keys, I believe you can manually register the program and it should also be in your store.   I have purchased quite a few things and they all show up in that store account fairly quickly.
 
As Beagle pointed out, one of the things I ordered never showed up. The site says give it 15 minutes for the servers to process the order and send the emails with the links for the DL..... An hour later still nothing. I checked in the spam folder and there they were. I moved them to the inbox and used the info to start the DL.  I also bought a simple and inexpensive sound pak for a synth.... the sound pak never worked correctly. A few emails back and forth and turns out they had a problem in the sound pak..... it took a few weeks to resolve that but they did send me the new sound pak when it was properly checked and working.... It was a $20 product and they certainly went out of their way to resolve that issue for me.
 
It will be resolved for you too..... have faith.