Difficulty with downloading premium content?

[WonderfullyRandomCo]

I have a customer who is having difficulty with downloading her Canva template. It says, "Your design contains premium content. Try CanvaPro for free". Does she have to try CanvaPro for free and then cancel? I have two others who ordered the same one and did not have difficulty. I do not know how to help her or what advice to give. I am a VERY new shop. Any help is much appreciated! 

[CappuccinoLace]

"When you include a Pro element in your design and are on the free plan, Canva requires you to purchase that element. This means that anyone who is on the free plan and purchases a template that contains premium elements will have to then purchase it themselves."

https://www.firtherdesignco.com/blog/how-to-sell-canva-templates-on-etsy

essentially, yes.

[WonderfullyRandomCo]

So this is even if I have a Pro account? They still need to purchase or try Pro for free?

[CappuccinoLace]

Yes. You've bought the premium content (used for free because you pay for a pro account).

But it's not free for another account, they have to pay for/try for free to access it.

At least that's what I'm getting from googling about it.

[WonderfullyRandomCo]

You're amazing! Thanks for the support.