Buyer says Digital Dowloads are not showing up in their Purchases section

[SewYouCanToo]

I was contacted by a buyer who said that she never received the digital download files. I told her to look under her Purchases and Reviews section but she said it isn't there and the files have not yet been downloaded.

She did indeed purchase the item and I received the payment so not sure why the files would not be showing.

Has this happened to anyone else? Is this a glitch with Etsy or is this a problem on the buyer's side? I just want to know why this happened and what I can do to fix it. 

In the meantime I emailed the files to her.

[NanaLetha]

Tell her to use a browser and not the app. Did she get an email from Etsy?

[SewYouCanToo]

Are there issues with people using the app? I did not know this. I will let her know. Thank you.

[CraftyCornishMaids]

@SewYouCanToo 

you can't download with the app, you have to use a browser

https://help.etsy.com/hc/en-gb/articles/115013328108-How-to-Download-a-Digital-Item?segment=shopping

[NanaLetha]

You can't download a purchase using the app.

[SewYouCanToo]

Thank you so much. I really had no idea that it didn't work through the app.

[TheEmbellishedWreath]

A buyer also receives an email with the purchase info and download URL. Downloads need to be to a tablet or a pc.

[SewYouCanToo]

Thank you. I have contacted her to see if she was using the app.

She also signed in as a guest. Could that be part of the issue as well?

I have been selling my digital items for a long time and this is the first time I have encountered this issue.