My customers are asked for a security code to access their digital purchase

[CallimoryStudio]

Hi, 

2 of my recent customers purchased some digital prints from my shop and were not able to download them. I have sent them via Etsy (attaching the files when I mark the order as complete like I always do).
One told me "couldn't do anything with the download. No permission to it." And the other one said "it's not letting me access the file for some reason. I think it's Etsy. It's asking for a security code but it's not sending me one".

Both customers seem to have an etsy account as they are not flagged as guests.

Has anyone had this type of issues ? I have never seen this before and no other customer said they had issues with accessing their digital download files.

Thanks in advance 

Stephanie

[CraftyCornishMaids]

They can't download from the app,

they have to log out of the app, and download in a browser

if they don't log out, the app automatically picks up it's etsy, and they are stuck in the app

[NanaLetha]

@CallimoryStudio  tell them to use a browser to download.

[ArtDollsbyJD]

Browser has to be used rather than the app.  Etsy does not pay for the ability to download from the app.  On android devices it is expensive to make it possible,

[LynnsLittleShop]

Some other digital sellers have had this problem and they have used one of their photo spots to warn customers that they can't download from the Etsy App. It probably should be in your description also, since this is a known problem.

[SugarTaffySoap]

@CallimoryStudio  With chrome I've had issues in the past with .png files from different digital download shops.   Isn't the permission a setting on the buyer's end? Sorry I can't be of further help.

[Amaradorn]

I would probably ask them both to send you a screen shot of the error message - that way you can work out (hopefully) what software they are using and what they are trying to do. It could be that the person with the security code issue has 2 factor authentication turned on and it's asking them for the log in code to access their account on a browser? I don't know, without further info it's just guessing.

[ButterflyFeetDigital]

After I explain to them that they can't use the app, they have to log in through a browser and download from their purchase receipt or through the email link sent by Etsy, if they still have problems, and they are absolutely a verified buyer, I email the files to the email that shows with the purchase. 

[CallimoryStudio]

thanks for your replies. one of my customer totally ignored my messages but the other one was not using the app.
we have sorted the issue but I still not sure what the problem was. I hope it was just a glitch...