Help Center
Find answers to common questions, learn how the marketplace works, and get support when you need it.
Getting Started
Accounts, verification, and navigating the marketplace.
Buying & Downloads
Purchasing, accessing files, and managing orders.
Selling & Creators
Storefronts, product uploads, and payouts.
Licenses
What a license key is and how it works.
Payments & Payouts
Pricing, commissions, taxes, and creator earnings.
Security & Account
Passwords, MFA, and keeping your account safe.
Getting Started
How do I create a PawVault account?
Click “Sign In” in the top navigation and choose “Create account”, or use Google/Discord to register in one click. You’ll need to verify your email address before you can make purchases or publish products.
Do I need to be a creator to browse and buy?
No. Anyone can browse, search, wishlist, and purchase products as a customer. You only need a creator storefront if you want to sell your own assets.
How do I become a verified creator?
Verified status is granted after our team reviews your identity and portfolio. Verified creators benefit from a lower 12% platform commission (vs. the standard 15%). Reach out via Support to start the review.
Buying & Downloads
Where do I find my purchased files?
After checkout, go to Dashboard → Downloads. Every product you’ve bought appears there with its current version and a secure download link.
Do I get future updates for free?
Yes. Purchased products include update access for the life of the listing. When a creator publishes a new version you’ll see it on your Downloads page and receive a product-update notification.
Can I request a refund?
Refunds are handled per our Refund Policy. Open the order from Dashboard → Purchases, choose “Request refund”, and describe the reason. The creator or an admin reviews the request; approved refunds revoke the license and process the Stripe refund.
Selling & Creators
How do I open a creator storefront?
From your dashboard choose “Create store”, set a name, slug, description, and upload a logo/banner. Once published, your store gets a public URL at /store/[your-slug].
What file types can I sell?
We support images (PNG, JPG, WEBP, GIF, AVIF), videos (MP4, MOV, WEBM), and archives (ZIP, RAR, 7Z, PDF, source-code archives). Individual files can be up to 10 GB.
How do I organize my products?
Use categories, tags, and collections. Pin featured products to your storefront, and group related items into collections that shoppers can follow and share.
Licenses
What is a license key?
A license key is generated automatically when your order completes. It proves ownership, unlocks downloads and updates, and can be validated through our license API for integrations.
When is a license revoked?
Licenses are revoked automatically on refund or chargeback. Revoked licenses immediately block new downloads. You can view all your keys under Dashboard → Licenses.
Can I transfer a license to someone else?
Licenses are tied to the purchasing account and are not transferable. Each buyer receives their own key.
Payments & Payouts
What are the platform fees?
PawVault is the merchant of record. We take a 15% commission on standard sales, 12% for verified creators, and 10% for premium partners. The remainder is paid to you as the creator.
When and how do creators get paid?
Payouts are processed monthly on the 15th, with a $50 minimum threshold. PawVault handles VAT/sales tax collection and remittance on your behalf.
Are taxes included in the price?
Taxes are calculated at checkout based on the buyer’s location and remitted by PawVault. Creators don’t need to manage tax compliance for marketplace sales.
Security & Account
How is my password stored?
Passwords are hashed with bcrypt and never stored in plain text. Sessions use httpOnly cookies and all sensitive actions are recorded in an audit log.
Should I enable multi-factor authentication?
Yes. Enable TOTP authenticator MFA from Account → MFA to protect your account with a time-based code, plus recovery backup codes for trusted devices.
I think my account was compromised — what now?
Reset your password immediately, enable MFA, and contact Support. We can lock the account and review recent activity through our audit logs.
Still need help?
Our support team is happy to assist with anything not covered here.