2 of my customers said they could not find the Download link

[WhimsyPixelArts]

In the past 2 days, 2 separate orders both said that they did not receive the download links from Etsy.  They said that they received the email to download from Etsy but "But once I click on 'view files' there is no link"

Also, they both purchased multiple listings in 1 order, I wonder if that's the reason? For now I created Google Drive link for them. 

[NanaLetha]

Did they check out as a guest? Did the payment clear?

[WhimsyPixelArts]

I think everything is cleared. The orders are all marked as "delivered"

[leatherpatternstore]

They're probably trying to download via the ETSY app.  It does not have a download function, so once they click on the link, the files will NOT show up.

[BeadCrumbs]

Hi,

They may need to try this:

1. Sign in to Etsy.com from a browser and go to Your account.
2. Go to Purchases and Reviews.
3. Next to the order, select Download Files. This goes to the Downloads page for all the files attached to your order.

(from the Etsy Help section)

[SarahLouCraftsUK]

I have made an instruction graphic for one of the photo slots on my download listings as well as added to the description. As there are lots of issues with links because you can use the Etsy app to download them you have tobuse a web browser. 

[WhimsyPixelArts]

These customers know how to download, they said this is not their first time buying downloadable listings, and previously they didn't have any issue. I suspect there's an issue with orders with multiple listing (as in they place 1 order but purchased 2 of my listing, which means there should be 2 download links?). 
Anyway I provided them with GDrive link and they were able to download from there so not a huge issue because the sale volume for my shop is still tiny lol. I imagine it will be troublesome for bigger shops