Customers unable to find crochet pattern downloads

[GatheringBlissCroche]

I receive several messages from customers who are unable to locate where to download their crochet pattern PDFs. Most are understanding, and I either walk them through how to find it (because it didn’t arrive in their order confirmation email), or I send the pattern directly. 
Some customers are NOT understanding, and I worry about bad reviews because of this. 

I know for fact that at least 2 customers did not receive the link AND it wasn’t shown on their profile > purchases. 

What is going on here?

[NanaLetha]

Make sure you tell them they must use a browser and not the app

[CuriousityShop]

Even though I have "Instant Downloads" I put instructions on how to find the patterns on etsy, by putting directions in as a picture. If your patterns are on a different site, you may have to do the same with instructions.

[GatheringBlissCroche]

Do you do this in the listing photos? Or where? Thank you!