If a buyer tells you they cannot get their files, here is what to look at.
They hit the download limit
If you set a download limit on the offer, the buyer may have used it up. Their page shows Download limit reached when that happens.
Fix: if it was honest use, you can reach out to us to help, or adjust the limit on the offer for future buyers. See Delivery and getting paid.
They're using an old or expired link
Download links can stop working if the offer is no longer available or the link has expired. The buyer will see a clear message saying so.
Fix: the buyer also received the link by email at checkout, so have them check there for the most recent one. Their page is designed to point them to contact you if a link is dead.
The email went to spam
Cloziq emails the files to the address collected at checkout. Sometimes that lands in spam.
Fix: have the buyer search their inbox and spam for the email, including the address they used to pay.
Make sure your support email is set
The buyer's download page shows a way to contact you only if you have a support email on your business identity. Setting it means buyers can always reach you. See Set your business identity.
Still stuck?
If the buyer paid but genuinely cannot get their files, reach out from the chat with the order details and we will make sure they get them.