I was charged but I don't see my Finisher's Pack

Your personal results page URL is the only access path for the Pack — there's no login or account. As long as you open the original SMS or email link, your unlocked Pack appears on any device you load the page from. The most common cause of a "I paid but it's gone" moment is browsing on a different device than the one you bought on.

First check: open the original link

After purchase, your finisher's pack lives at the same URL the SMS / email link sent you to — app.splitkit.run/r/…. That URL is the access token. You don't sign in; you just open it.

The most reliable way to find your original link:

• From your SMS — open the text message we sent when you crossed the finish line. Tap the link.
• From your email — find the finish-line email (subject usually starts with your event name). Click the link.
• From your Stripe receipt — Stripe sent you a receipt by email. The receipt links back to the same results page when you click the line item.

Second check: the Pack is still generating

The page might be on the right URL, the payment is confirmed, but the artifacts haven't all rendered yet. Each piece takes a few seconds to a minute. See I bought the Finisher's Pack but my certificate isn't showing for the timing details.

Third check: confirm the charge with Stripe

Stripe (our payment processor) emails you a receipt the moment the charge succeeds. The email comes from receipts@stripe.com with a subject like "Your receipt from SplitKit". If you don't have that receipt:

• Check your spam folder.
• Search your email for stripe or splitkit.
• Look at your bank or card statement — the charge appears as SPLITKIT on most cards.

If your bank says you were charged but Stripe didn't send a receipt, and the SplitKit page still shows the purchase CTA, get in touch. That mismatch is rare and we want to investigate it quickly.

If none of the above worked

Email support@splitkit.freshdesk.com with:

• A forward of your Stripe receipt (gives us the payment ID we need to look up the charge)
• The event name and your bib number
• The URL where you're not seeing the Pack

We can match the charge to your results page on our side and force the unlock. We'll reply within two business days.

If we can't reconcile the charge — for example, the receipt is legitimately Stripe but the funds didn't reach us — we'll initiate a refund. Better to give you your money back than leave you stuck.