FAQs

Q1: How do my customers receive their digital files?

Your customers can easily access their digital files in two ways:

• Email: Automatic email with download links is sent immediately after a successful order.
• Account Page: Downloadable files are available on their customer account page after purchase.

Q2: How do I customize the appearance of my Download email to match my store’s branding?

Yes, you can fully customize your download emails:

• Navigate to Settings → Download email → Click “Customize” button
• Personalize the Branding section with your logo and brand colors
• Customize Content in these textfields to meet your needs
• Preview your changes by sending a test email to yourself before saving

Q3: Why are customers having issues downloading files?

If customers experience download issues, this may be due to:

• Download limits reached: If you’ve set maximum download limits per order, customers cannot download beyond this limit
• Expiration period: Downloads may no longer be available if the expiration period you set has passed
• Product removal or updated: If you’ve deleted or updated a digital product from the app after purchase, customers will see a message stating the product information has been deleted or updated.

Q4: How do I set download limits for my digital products?

You can easily configure download limitations for your digital products to control access:

• When creating or editing a digital product, navigate to “Step 3: Settings”
• You’ll find two download limit options that can be used separately or together:
  • “Limit number of download in time” - Restrict downloads to a specific time period (hours, days, weeks, or months)
  • “Limit number of downloads per order” - Set a maximum number of times each file can be downloaded
• Simply check the desired limitation option and enter your preferred values
• These settings will be reflected in customer emails and the Thank you page (if configured)
• If no limitations are set, customers will have unlimited access to download their purchased files

Setting appropriate download limits helps protect your digital content while providing reasonable access for your customers.

Q5: What are the email statuses when sending to customers and how to handle errors?

Possible statuses and causes when sending to customers:

• Delivered: The email has been successfully sent to the recipient’s mail server (Note: This status does not guarantee that the email has been read by the recipient).
• Pending:
  • Reason: The email is in the sending queue and hasn’t been processed yet. This could be because the system is busy or the network connection is slow.
  • Troubleshooting: Wait a short period and check the status again. If the situation persists, contact support.
• Error = Bounce: The email could not be delivered to the recipient’s address.
• There are several types of bounces:
• Permanent (Hard bounce):
  • Reason: The email address does not exist.
  • Troubleshooting: Double-check the recipient’s email address and ensure it is correct. If not, you need to collect the correct email address from the recipient.
• Transient (Soft bounce):
  • Reason: A temporary error occurred, such as the recipient’s mailbox being full, the recipient’s server being overloaded, or the server being unavailable.
  • Troubleshooting: You can try resending the email after a while.
• Undetermined:
  • Reason: The specific sending error could not be determined.
  • Troubleshooting: Try resending the email. If it still fails, contact support for further investigation.
• Complaint: The recipient has reported your email as spam or containing inappropriate content.
• Abuse (Spam):
  • Reason: The email was reported as spam.
  • Troubleshooting: Do not resend the email to this person. Review your content and how you collect other email addresses to avoid being reported as spam in the future.
• Fraud:
  • Reason: The email content was reported as fraudulent.
  • Troubleshooting: Do not resend the email to this person. Review your email content to ensure transparency and compliance with regulations.

Q6: What file types are supported?

The app supports all file types, but there is a 500MB total storage limit per account.

Q8: What happens if I uninstall the app?

All your settings and data will be cleared. If you reinstall, you’ll need to set everything up again.