Digital Downloads App - Some digital files were incorrectly removed

Shopify Apps
,

Topic summary

A merchant using Shopify’s Digital Downloads app received a notification that some digital files were incorrectly removed from their store. While Shopify provided a partial list of affected files, customers are reporting broken download links for additional files not included in that list, leaving the merchant unable to identify the full scope of deletions.

Key Issues:

  • No comprehensive list of deleted files available from Shopify
  • Unable to reach human support; stuck in chatbot loops
  • Unknown number of affected customer downloads

Context: The Digital Downloads app was deprecated approximately one year ago, making official support unlikely. Respondents note this isn’t an isolated incident and suggest reliability problems have been ongoing.

Status: Unresolved. The merchant seeks a complete list of deleted files to restore them but has found no path to obtaining this information from Shopify. Alternative third-party download apps are suggested as potential solutions.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

We use the digital downloads app and are seeing this message…

*Some digital files were incorrectly removed
We’ve identified an issue where some digital files may have been accidentally removed from your store. We sincerely apologize for this error.
*
They then provide a list but we are getting lots of reports from customer of links to other files not working, so it appears there are way more affected files than they have listed but we have no way of knowing. Has anyone come across this before?

I would love for Shopify to provide a full list of files they have deleted so we can fix them!! But i cant seem to find a way to speak with a human??? I just get stuck in a loop with their useless chatbot

2

Shopify “native” download app has been deprecated 1 year ago if i remember correctly…so i doubt you’ll ever get an answer unfortunately :frowning:

If you ever want to try another app, my Download app has a free plan which could be enough for your needs. It’s also the #1 download app on Shopify these days.

Have a great day and best of luck with your sales :flexed_biceps:

3

This isn’t the first time I have read about this. Reliability issues with the app were part of the reason we have created Alva Digital Downloads ( Alva Digital Downloads - Alva Digital Downloads: Secure Digital Downloads for Shopify | Shopify App Store ) which aims to fix these shortcomings.