Customers cannot access instant downloads

[SignatureofNatureArt]

I have had 2 clients recently who bought an instant download tutorial from my shop. Both are saying they cannot access it. I always send them instructions how to download by going to their account and look under purchases and reviews. Both claim their purchase isn't there. Could this be a technical issue. i would like to see this issue resolved as I prefer not to send it by email.

[CryzalisDesigns]

Are they trying to download it via the app? Customers can only download digital files on Etsy via their mobile browser or computer.

If they log into their account the download should be there under their purchases, if they are not, could you not email them a copy?

[SignatureofNatureArt]

Thank you. I will check with them.

[PieceByNumberQuilts]

Yeah, the app does not do downloads, at all, ever, and likely never will.

Buyers also have to be logged in under the same account that they placed the order under.  Problems can arise when users purchase downloads as a guest or using an Apple ID, FaceBook or Google or a different Etsy account.  Some people create multiple Etsy accounts deliberately, some not so deliberately (they may not even be aware they did it).

I've given up on trying to troubleshoot when users have problems downloading, and I just send them their download via Etsy messaging with an offer to email it if they confirm the email address to be used.  

Buyers don't want to know why there's a problem or what caused it, they only want their product.  I've set up message snippets so I don't have to write lots of text each time, I just input the buyers name into the snippet, add the download and send.  It only takes a minute or two and the problem is resolved.

Edited to add:  I would estimate that less than 5% of my buyers have some sort of issue with downloading, and the problems seem to come in waves.  A week will go by with no issues, and then one day I'll have three buyers with problems.  No idea if that's just chance, or some sort of Etsy glitch.

[SignatureofNatureArt]

Thanks for answering. I hadn't thought of the option of not using the app. Will see if that helps.

[ClothDollPatterns]

I think my number is about 10% have problems.  I just send them the Etsy Help page and also tell them I can email the PDFs if they reply with their email.   

This makes it simple and saves alot of time.  I really have no idea why they have problems but emailing saves a lot of time trying to trouble shot.

[ArtDollsbyJD]

The app does not have the ability for downloads.

When they purchase on a browser they don't need to go to purchases.  They can wait a few seconds for the payment to be completed and the click on download next to the receipt.

Also the buyer gets an email with the link to download. 

[SignatureofNatureArt]

Thank you. I will let them know.