customers having trouble downloading patterns

[bvoe668]

I have a pdf crochet pattern that goes viral each year at this time and it seems at least 5 customers out of 80 or so patterns sold claim they cannot download the pattern.  I end up having to email it to them.  Why is this happening?  Could it be because many people are purchasing it at the same time?  

[Pamelaquilts]

I’ve been having this issue with my quilt patterns, too - they are not able to find their download in their account.

[BagmakerSupply]

@bvoe668 @Pamelaquilts : Don't know if it applies to your situations, but there are plenty of threads in this forum about this: customers cannot download through the app and need to use a browser.

[bvoe668]

Thank you. How can I access the forum to see the posts about this issue?

[PosieAndMarmalades]

Hi,

This is interesting as I also have recently had a customer informing me they couldn't download a chart they had purchased. It is one I've had for a while and is quite popular. This is the first time anyone has had an issue with downloading.

I didn't want to treat the customer as stupid but I just wanted to check they had read the info on how to download as a starting point but I had no idea about the app and downloading. The customer let me know they had been successful in the end but for future reference it's worth knowing that if anyone else has issues then I can ask if they're using the app first so thank you for this post. x

[bvoe668]

I should put a note on this particular pattern about how not to use the app.  I'm not sure how to word it and I don't understand why this is happening.  It never happened before.