Why can’t my customer download their file?

Usually the email went to spam, the address was typed wrong at checkout, or the link expired. Device problems and work network blocks explain most of the rest.

How do I resend a download link?

Most platforms have a resend button on the order. If yours does not, send the file directly this once, then add a resend form to your store.

Should I just email the file as an attachment?

As a one-off rescue, yes. As a routine, no. Attachments bounce on size and you lose any record of what was delivered.

How fast should I reply to a delivery problem?

Same day. A buyer who has paid and has nothing gets anxious quickly, and anxious buyers ask their bank for the money back.

How do I stop buyers mistyping their email?

Use a confirm-your-email field at checkout if your platform supports it, and show the download on the confirmation page so the email is not the only route.

What do I do if a buyer cannot download the file?

Updated 17 September 2026

Check the obvious three first

When a buyer cannot download the file, check three things first: the email went to spam, the buyer mistyped their address at checkout, or the link expired before they opened it. Those cover most cases. Resend the link straight away, then fix whatever caused it.

Ask about all three in your first reply. It saves a day of back and forth.

Then check the device

ZIP files on older phones, missing software for a specialist format, or a work network blocking the download.

Ask what device they are on. That usually identifies the problem in one message.

Fix it fast, then fix the cause

Resend the link or send the file directly, quickly and without argument. The speed of your reply is what they will remember.

Then change whatever caused it: a longer expiry, a clearer confirmation page, a plain PDF alongside the ZIP.

Prevent most of it

Show the download on the confirmation page as well as in the email. Add a "resend my download" form.

Those two changes remove most download support messages permanently.

FAQ

Questions, answered straight.

Why can’t my customer download their file?: Usually the email went to spam, the address was typed wrong at checkout, or the link expired. Device problems and work network blocks explain most of the rest.
How do I resend a download link?: Most platforms have a resend button on the order. If yours does not, send the file directly this once, then add a resend form to your store.
Should I just email the file as an attachment?: As a one-off rescue, yes. As a routine, no. Attachments bounce on size and you lose any record of what was delivered.
How fast should I reply to a delivery problem?: Same day. A buyer who has paid and has nothing gets anxious quickly, and anxious buyers ask their bank for the money back.
How do I stop buyers mistyping their email?: Use a confirm-your-email field at checkout if your platform supports it, and show the download on the confirmation page so the email is not the only route.

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