Customer can't access digital files

[TheEncoreStudio]

Hi everyone!

I have a shop issue that I really can't seem to work out. One of my customers placed an order for digital files using an Apple account but can't seem to open the files. I've sent it to her via chat in the meantime so she has them now but the problem isnt fixed. I bought one of my items myself, using an Apple account too to see what the process was like and if I stumble upon the same problem and unfortunately I did. 

So we both received an order confirmation email but when we click on the View your files on Etsy button, we can't seem to find the files. Instead it says Uh oh! You don't have permission to change or remove this information? 

What do I do to fix this? Thanks in advance!!

[AnniebelloPaper]

Downloads cannot happen on the app. Tell your buyer they need to access their account via a browser to download.

[TheEncoreStudio]

we already tried but it didn’t work still…

[CraftyCornishMaids]

from etsy

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

extract...........

You can't download a digital purchase through the Etsy app at this time. To download a digital file, please sign in to Etsy on your mobile browser or computer.

[TheEncoreStudio]

we already tried via browser but it still didn’t work 

[InspiredSignStudio]

Did you ever figure out what was going on here?  I have a customer who is experiencing the same issue and I don't know why.  She is only using a browser on PC, not mobile app.

I wound up just emailing her the files since I can see and confirm the order on my end but I'd like to know how to fix it should it arise again in the future.

[FairfaceWashcloths]

This is the second customer who has come to me in 2 days saying said they can’t access the downloadable files. I ended up just emailing it to her as well. Lots of different advice but sometimes none of it works. Not sure what’s going on?

[6DogArts]

You are not logging in to your purchasing account.

[michellepatterns]

There is something wrong with the downloads for the "sign in with apple ID" users and it's been going on for a long time now.

Have you tried accessing it from your purchase history?  You said you bought it from yourself (not a good idea but you were able to do it somehow) so look in your purchase history and see if it can be downloaded from there.  

[FairfaceWashcloths]

Was there any resolution to this issue? I just had a customer contact me who can't download her pdf purchase and she used her apple email...

[CraftyCornishMaids]

it's nothing to do with the way they purchased,

they have to access the file through a browser, not the app