Digital Products

What should I do if a download fails?

Updated 2026-10-10

Confirm the order is paid, then retry the download from the purchase while signed in to the buying account.

What to do

1. Open the paid order or library item.
2. Retry the download once.
3. Try another browser if the file does not start.
4. If it still fails, ticket the order reference.

Eligibility

Support cannot email you the seller’s private master file from a ticket. The purchase record has to show a successful payment.

If something goes wrong

• A pending payment will not download.
• Corporate browsers can block the file type.

Include the order reference and the error text, not a request to bypass payment.