slug: download-email-missing

title: Download email missing after purchase

situation: A customer paid but cannot find the delivery email.

action: Ask for the order number and checkout email, then point them to inbox search, spam, promotions, and the order confirmation route before promising a resend.

compliance: free resource; no checkout; no artificial review; no refund guarantee; support copy only


slug: order-confirmation-no-link

title: Order confirmation has no download link

situation: The receipt arrived, but there is no file link in the message.

action: Explain whether your store sends a separate delivery email, where the download button appears, and what details support needs to confirm the order.


slug: customer-account-cannot-find-file

title: Customer account cannot find the file

situation: The buyer expects the download inside the account area but cannot locate it.

action: Clarify whether downloads live in account history, a delivery app page, or an email link, then give the safest route.


slug: expired-download-link

title: Expired download link support copy

situation: The buyer has an old link or a link that no longer opens.

action: Acknowledge the problem, check policy and order status, and avoid guaranteeing indefinite access if that is not your real policy.


slug: wrong-email-used-at-checkout

title: Wrong email used at checkout

situation: The customer entered the wrong email address and cannot access the product.

action: Ask for order-safe identifiers only, confirm ownership through your normal workflow, and avoid requesting passwords or card details.


slug: mobile-download-not-working

title: Mobile download not working

situation: The product can be downloaded on desktop but is confusing on a phone.

action: Offer browser, Files app, and desktop fallback wording without claiming every device is supported.


slug: zip-file-will-not-open

title: Zip file will not open after download

situation: The buyer downloaded the file but cannot unzip it.

action: Separate delivery success from file-opening help, give device-safe steps, and state the support boundary for third-party apps.


slug: google-drive-access-denied

title: Google Drive access denied for digital product

situation: A linked product, folder, or bonus file asks for permission.

action: Check sharing settings and order context, then explain that access will be confirmed through the published product delivery path.


slug: canva-template-access-problem

title: Canva template access problem

situation: A buyer cannot open or duplicate a Canva template link.

action: Clarify account, browser, and link-copy steps while avoiding Canva endorsement or account-access claims.


slug: notion-template-duplicate-problem

title: Notion template duplicate problem

situation: A buyer cannot duplicate the purchased Notion template.

action: Use neutral support wording for duplicate links, workspace permissions, and published compatibility notes.


slug: license-key-not-found

title: License key not found

situation: The buyer cannot locate a license key or activation detail.

action: Route the customer to the order record, delivery email, product instructions, and safe proof fields.


slug: download-limit-reached

title: Download limit reached support copy

situation: The delivery app says the customer has reached the download limit.

action: Explain the limit calmly, ask for order details, and only offer a reset or exception if your real policy supports it.