PNG file not accessible to customer

[ThePrintedPaperclip]

Hello!

I am fairly new to Etsy and sell digital downloads. I had a customer buy my digital art which includes 3 images and they can't seem to access the files. They say they only see one image. The files are formatted as PNGs and I make them available in various sizes. Each PNG is supposed to contain the 3 images. I'm not sure if that's the problem and I need to separate them out? I don't email people personally, but I was thinking of maybe putting them in a different format and sending it to them through messages? Everything is working on my end when I look at their downloads so any suggestions or help would be greatly appreciated!

[NanaLetha]

Make sure they are not using the app. 

[ThePrintedPaperclip]

Thank you! I figured out it was a problem with the PNG formatting.

[ThePrintedPaperclip]

For others who may have a similar issue, my mac allows me to save 3 images as 1 PNG. But when sent, only one image is visible. This was the problem. I had to save each image individually.