Files no longer available for customer

[Former_Member]

Hello,

I sell digital files. Customer just contacted me and said they can not access their files anymore. My listing is still available and active. I can see they have downloaded the files once, but they say files are no longer available for them. Can you please check this issue? Maybe it's some kind of bug? Thank you very much!

[ImperfectlybyLinnie]

@Former_Member we are only other sellers on this forum and I haven't seen any other threads with this problem. You might be better contacting etsy.

[Former_Member]

Oh sorry, not sure how this works...

[ImperfectlybyLinnie]

@Former_Member you can chat to someone if you click on the following link, then click on where it says chat on the top left corner

https://help.etsy.com/hc/en-gb/requests/new?segment=selling#issue_sell_ship_order-contact_select

don't worry it says ship and order on the link, you have to enter all scenarios just to get through to chat but this will get you straight through. Good luck.

[Former_Member]

Thank you for your help, I contacted Etsy, they solved the issue.

[VintageRescueSquad]

Why not just email them the file directly? Maybe they can't remember where they downloaded it to.

[Former_Member]

Thank you, yes I always email the files in these situations. Just thought maybe Etsy is having some bug.

[artbyinky]

Send them a link to a Dropbox or Google drive folder, as long as you don’t delete it they’ll indefinitely have access.

[Former_Member]

Thank you, this is the option for sure.

[PiecesOfMePaperCraft]

I have purchases from 10 years ago that I'm still able to download the files. If she hasn't already, tell her to go to her purchases page and the download button should be right next to the order. Otherwise, I would email the files to her since you know she purchased from you.

[Former_Member]

Thank you. I've emailed the files so everything is ok. Just was wondering maybe Etsy has a bug on their side.

[BigXStudio · Accepted solution]

If they are trying to access the files with the mobile app they won't show up. Just a possibility.

[Former_Member]

Thank you, yes this was the case.