Why isn't my Hatchful logo showing up in my email?

Store Design

Topic summary

Ongoing problem with Hatchful (Shopify’s logo maker): logo downloads are confirmed and/or emailed, but the resulting .zip files are empty or the email never arrives. Issue persists across multiple attempts and over several days/weeks.

Common symptoms:

  • Email confirms delivery, but inbox has nothing or only an empty .zip.
  • Download button on the site does nothing for some users.
  • A few users received one logo successfully; subsequent ones fail.

Tried solutions (largely unsuccessful):

  • Checked spam and verified email address.
  • Switched browsers, devices (including phone), computers, and email accounts.
  • Recreated logos many times and re-downloaded repeatedly.

Support interactions:

  • Users contacted support; advised to try different browsers/devices and provide IP, internet speed, and detailed reproduction steps.
  • Community reports these steps did not resolve the issue and view them as unhelpful for a likely service-side bug.

Status:

  • No confirmed workaround or fix. One anecdotal success using a different computer/email was not reproducible for others.
  • Multiple users request Shopify investigate and resolve what appears to be a widespread Hatchful download/email bug. The issue remains open.
Summarized with AI on December 22. AI used: gpt-5.
1

On hatchful i can make my logo an slogan an at the end when i go to download it it says its been downloaded an sent to my email bliharm@yahoo.com but when i go to retrieve my logo its not there.. what should i do i been trying since friday please help thanks in advance..

7 Likes
2

Check your spam folder and make sure your email is correct.

3

i did that, i even talked to support center or whatever an they couldnt help they tried an nothing i was jus seeing if someone would know or where to download a free logo just like hatchful does

3 Likes
4

Yeah, try: https://www.canva.com/create/logos/

1 Like
5

Same issue. I get the e-mail and can download the .zip, but the folder is empty.

10 Likes
6

hey i jus used my home boys computer and his email an got on hatchful designed logo then emailed it to my email and it worked try that..

7

I tried that and had no luck, same results. The folder is empty; why pay for these features if they aren’t gonna work or have the problems rectified? Can someone please look into this issue!!

6 Likes
8

I am having the same issue.

4 Likes
9

Did you ever get a resolution to this? I am trying to work with support, having the exact same issue, and their suggestions to me are borderline insulting.

Try a different browser

Try a phone

Give us your IP address

Give us your internet speed

Tell us exactly the steps you used to make the logo so we can recreate the issue…

I created multiple logos like 2 weeks ago, its happening to all of them and they want me to detail every step I took in making it lol

1 Like
10

Did you ever get a resolution?

11

Same. Frustrating and time wasting. No email and download button doesn’t work. Looking elsewhere for my free logo. Not a good start Shopify :disappointed_face:

1 Like
12

Same, I get an empty zip file. I have done it like 8 times now. I get the email but the zip file is empty.

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13

I’m having the same issue. It sent one logo, and no other logos will come through despite it saying it was sent to my email.

14

Still not working same issue here

15

I’m having the same problem as everyone else. Empty Zip file. Come on, Spotify, you’re starting to look like Etsy. Fix the bug.

16

And I always confuse your name with Spotify. Fix that too. :wink: :victory_hand:

2 Likes
17

new to shopify - i too get it confused with spotify and yes all my logo zip files (when the eventually arrive) are empty.

i surrender.

18

Same here and this seems to be a problem people are having for quite some time. I have tried different browser, recreating logo over 50 times, downloaded over two dozen times. Still empty file. What next?