Why would a customer who has downloaded digital downloads on our site in the past not be able to download now? She said she received a message that the file wasn’t able to be downloaded internationally. She is in France. She has downloaded from us in the past. Thank you for your help.
Hey, @Rubyred .
Tira here to help.
That is strange. Which app are you using for downloading digital downloads? The reason I ask, is because we have a Digital Downloads app that allows you to sell your products digitally and lets customers download your products after making a purchase on your store. You can set limitations on how many times a customer can download a product, but you won’t be able to restrict based on their location. Check out how to do that in our help docs here: Set a download limit.
To find out which app you’re using, you can login to your Shopify admin, click on “Apps” and then find the app listed there. Let me know what that app is and I would be happy to dig into this further for you.
Talk soon,
We are using the Shopify downloads app.
Thanks for getting back to me, @Rubyred .
I haven’t seen this error before with the Digital Downloads app. Let’s troubleshoot this together. If we aren’t able to resolve this here, then we will need to take a look at this with our technical team.
Here are some questions to start:
-
Do you have a screenshot from the customer of what the error looks like? I’d love to take this to my team to investigate further
-
Sending out a download link with the digital downloads app requires the order to be marked as fulfilled, and the app will send an email with a link to the digital download to the email address that the customer entered in the order. Sometimes there could be a 404 error appearing after clicking on the link in the email.
To resolve this, you can follow these steps:
- Login to your Shopify Admin
- Click on Apps
- Click on About next to the Digital Downloads app
- Under App proxy click on Customize URL then under Edit Proxy URL and select the
/a/link as your URL. Here’s an example of what this looks like from my test store:
- Click on the Save button to save your changes
- Do you know if your customer has any firewalls set-up, or any applications installed on their browser? Sometimes these can block certain links from appearing correctly. I recommend that your customer disable these applications, or use a different browser. Here’s a list of our supported browsers.
I’m looking forward to hearing from you.
Hey, @Rubyred .
Tira here again.
How are you doing? Were you able to resolve this issue with the steps I provided earlier?
I’m looking forward to hearing from you,