Ignored by Etsy Support Chat (even by the bot 🤖)

[JuliaPiro]

Hi everyone,

I last spoke with a human agent on Friday, September 20th. They mentioned that the engineering team would look into my issue, but since then, my chat has been closed. I've sent countless messages and not even the chatbot responds.

What if I have other questions? 

I've also sent 2 emails through "My Support Requests" with no response. 

*****

For context, my customers consistently report that they aren't receiving PDF files directly in their Etsy confirmation emails. Instead, they're being directed to download the patterns via an Etsy link. However, since many of them have the Etsy app on their phones, they can't access or download the files at all (only via computer or mobile browser). 

I tested this myself by purchasing one of my own patterns using a different account, and sure enough — no PDF attachment in the confirmation email.

Interestingly, when I bought knitting patterns from 3 other Etsy sellers, the PDFs were attached to the confirmation emails without having to go through Etsy.

Has anyone else experienced this? Any advice would be appreciated!

Thanks!

[CryzalisMasksUK]

I always use my PC when purchasing digital and always receive a link in the confirmation email or download via the link in my order page. Could it be depending on the size of the file? I have never in years received an attached file when purchasing.

[JuliaPiro]

Thank you for your reply! I had the same thought, but I compared my PDF file with those from other designers, and they’re all similar in size. So that doesn’t seem to be the issue. 

[CryzalisMasksUK]

You can customise the email that Etsy sends to customers following a sale, is there an option there to add the attachment? 

[JuliaPiro]

No, unfortunately, there’s only an option to add text to the email, not attachments.

I also hope Etsy support will notice my message here and figure out why my chat is blocked. 

[FashionClozet]

Can't be the file size. If the file is over 20 Mb, Etsy won't let you upload. 

[CraftyMamaStudios]

Your customers can still access their files via phone, they just can't use the app. All they need to do is go to the web browser on their phone and go to Etsy and log in there, where they can get into their purchases and download the file. 

I know this isn't a solution to your chat not being answered, but at least you'll be able to help your customers get their files even via phone!

[JuliaPiro]

Thank you for your comment! Yes, they can access the files via a web browser, but many customers prefer not to and just ask me to email the files directly.  I even filmed a Shorts video showing how to download the PDF on their phone browser.

The bigger question, though, is why other sellers’ files are delivered in the confirmation email, but mine aren't. What’s the difference?

[CraftyMamaStudios]

@JuliaPiro Is it every time that they are not receiving the link? I know that if they check out with an AppleId, they don't get a link. That might be part of the problem, but if it's every time, that's a completely different story.

[NordicNouveau]

I just wanted to share that I’m also experiencing issues with Etsy Support Chat. My messages in the chat have been ignored since yesterday, and I’ve tried sending several messages since then without receiving a response. I hope they resolve it soon!

[FabioMcMustache · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your account. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.