A buyer can't find their download

Most "I didn't get it" messages come down to a few causes. First find the order: in your admin, go to Orders and search for the buyer's email. Then check the cases below.

If the order isn't Paid

Look at the order's pill. Unpaid means the buyer started checkout but the payment didn't finish, so nothing was sent. If they paid you another way, like a bank transfer, open the order and click Mark as paid: they get their files and receipt by email. If the payment shows in your Stripe or PayPal dashboard but the order still says Unpaid, write to us with the order number.

Refunded or Cancelled means the downloads and lessons were turned off. The buyer's order page says so.

If the email didn't arrive

Ask the buyer to check their spam or junk folder for an email from your store's name. Also check the email address on the order for a typo.

If they lost the email

When a buyer opens their order page without the link from the email, they see Email me my order link. It sends the order email again to the address on the order. It works up to 3 times an hour, and only when Order emails is on.

If they still can't get in

Send them the link yourself. Open the order, click More actions (⋯) → Open the customer's order page, then copy the address from your browser and send it to the buyer. It opens their downloads without signing in, so send it only to them.

If a download link has expired

Download links last a few hours, for safety. An old one shows This download link has expired. Ask the buyer to open their order page again: it makes fresh links each time it opens.

If a video won't download

Videos play on the order page. They have a Download button only when Customers can download it is ticked for that video on the product's Delivery tab.

If the product had no files

If the product's Delivery tab was empty, the buyer was told The store sends this one to you directly. Email it to them yourself. Or add the files to the product, turn on Send new files to past customers and save: past paid orders get the new files too. See Deliver files, links and messages.

If order emails are switched off

With Order emails off, buyers get no email after paying, and Email me my order link sends nothing. Turn it back on in Order emails and notifications, then send waiting buyers their order page link.