Welcome to the MarketPlace Customer Support Forum

Forum Moderators:  jennblake   

MarketPlace Customer Support F.A.Q (Updated: 2019 Jul 12 4:28 pm)


Contact and Support Information:

E-Mail: store@renderosity.com
Email Support available 7 days a week.
E-Mails will receive a response within 24hrs.


Phone: 615-333-7775 M-F 9:00am – 5:00pm system time
PC / MAC Installation How-To

Checkout the Renderosity MarketPlace - Your source for digital art content!

Customer Support FAQ

This FAQ has been created to assist customers with common MarketPlace questions.
Contact and Support Information: E-Mail : Store@Renderosity.com
Phone : 615-333-7775 or 866-220-2949 (toll free) M-F 9:00am – 5:00pm system time
Support Hrs : Available 7 days a week.
E-Mails will receive a response within 24hrs.

  • First Time Buyers
  • Check, Money Order or Paypal E-Check Orders

    Error Messages
    Download/Extraction Problems
    Supported Browsers
    Purchasing Gifts
    Gift Certificates

    Quick Links
    Poser Product Installation Guide

Minimum purchase required of at least 3.50 to checkout

First Time Buyers (Credit Card, Debit Card and Paypal):
If this is your first purchase in the Renderosity Marketplace, your account will have to be manually verified before your downloads will be activated. 1st time buyer verification can take up to 24 hours. We appreciate your patience and understanding.

If your order is needed immediately, you may email store@renderosity.com or call us toll-free within the US at 1-866-220-2949 Monday through Friday 9am to 5pm CST (server time).

This verification is required to protect you, the merchants, and Renderosity from stolen credit cards or fraudulent use of Paypal accounts.

Payment by Check or Money Order:
Items will not be shipped or available for download until we have received payment.

Please make your Check or Money Order payable to: Bondware, Inc.

Payment should be sent to:
Bondware, Inc.
Attn: Renderosity Payment Center
239 John Rice Blvd. Ste F
Murfreesboro, TN 37129

Error Messages

"Order Processing Failure! AVS Failed: avsaddr=X, avszip=X. We were unable to verify your card address or Zip/Postal Code. Please contact Bondware Inc. at payments@renderosity.com or call us toll free at 1-866-220-2949."
This error can mean several things.
1) The AVS (address verification system) is temporarily off-line. If you wait about 15 minutes and try placing your order again it will usually go through.
2) Your credit card company does not submit the AVS information to our credit card processor. This is rare and usually only happens with very small, independent banks or credit unions. Credit Cards have a two step process. An authorization puts a "hold" on the funds and a settlement actually places the charge on your card. Your credit card was authorized, but not settled because the address and zip were not verified. This means your card company shows an authorization from Bondware, Inc. as a "pending" charge; however, you will not actually be charged. It can take from 2 to 7 days for this "pending" authorization to be released from your credit card. You can contact your card company to find out how long the charges will be in "pending" since they will not be settled. Or we can verify your information over the phone and settle one of the charges manually. If you get the AVS failure, please do not keep clicking the Make secure Purchase button. Each time you do it puts another pending charge on your account.

Why is my card declined?
A credit card decline comes from your bank. Your bank does not provide us with specific information about the decline. You will need to contact your bank for the details. Usually, the expiration date, name, address or zip didn't match what is on file with your bank. Sometimes the card company places a hold on cards when concerned that recent purchases may be fraudulent (or out of norm for someone's spending habits), a payment is late, or the credit limit is reached.

Why do I get "Invalid Account Number"?
This usually indicates a typo in your credit card number or security number. For Visa, MasterCard & Discover make sure you have entered all 16 digits without spaces or dashes. The security number is a three digit number located on the signature strip.

Why do I get a message that my order can not be processed?
This message appears when multiple credit card errors have occurred on your account. Please contact the Store Staff and confirm your username, Real Name and address. Once the info is confirmed, you will be able to make purchases.

Download/Extraction Problems

When I select the Download button the download never starts.
Make sure that any Download Managers/Accelerators are disable before attempting to start your download. Our Secure Download system doesn’t allow the use of these tools. Firewalls or Internet Security applications set too aggressively can also interfere. Try disabling these applications before downloading.

I use MSN 8 and am having a real hard time downloading.
MSN 8 has a built in Download Accelerator. You can bypass this by using a standard browser rather than the browser supplied with MSN 8.

I am not able to extract the files from the archive using Stuffit Expander 10 on Mac. What's wrong?
As noted in the application's documentation, this version of Expander is unable to handle archive files which have more than 31 characters in their name. Renaming the file (to shorten its name) will enable you to extract the files from the archive. Until the application is updated to fix this issue, we do not recommend using Stuffit Expander version 10.

What Browsers are Supported?
Microsoft Internet Explorer 5.5x or greater
Mozilla 1.6 or greater
Netscape Navigator 6.x or greater
Netscape Communicator 4.7x or greater
Netscape Navigator 6.x or greater
Netscape Communicator 4.7x or greater
Safari 1.x+
Camino 0.7+

Purchasing Gifts
Purchasing a gift for another Renderosity member is quick and easy to do. Select the thumbnail of the item that you want to purchase as a Gift. Locate the “Gift for:" field. Enter the gift recipient’s Renderosity username in the field. The username must be exact. Select the “Add to Cart” button. If the username is located in our database the item will be added to your cart and display "Gift: (username)" under the items name. When you Checkout the Gift Recipient will receive an automated E-Mail notifying them that a Gift has been purchased for them. The Gift Recipient will be able to download the Gift from their Gifts tab of their Account page.

Gift Certificates
Renderosity MarketPlace Gift Certificates are easy to purchase and easy to use! MarketPlace Gift Certificates are available in the following amounts: $10.00, $15.00, $25.00, $50.00, $75.00 and $100.00 and can be located here. To purchase a Gift Certificate for another member simply follow the steps listed above in the Purchasing Gifts section. The Gift Certificate code will appear on the Gift Recipients Gift Cert section of their Account page. To use a Gift Certificate copy and paste the Gift Certificate code in the Gift Certificate field of the checkout page and hit the Apply button. If your purchase amount exceeds the Gift Certificate amount you can pay the remaining balance with any of our supported payment methods. (Credit Card, Paypal, Check or Money Order) If your purchase amount is less than the Gift Certificate amount the remaining balance will be calculated and will be available for future purchases.

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