# Why customers have an issue receiving their files through email?

There can be several reasons why customers don’t receive the email with their digital files. Here are the most common causes and how to address them:

***

**1. Email Went to Spam/Junk Folder (Most Common)**

In about **95% of cases**, the email was actually delivered but ended up in the customer’s **spam or junk folder**. This often happens because:

* Email providers flag messages as spam due to certain keywords, formatting, or sending patterns.
* The customer’s email settings may be strict or unfamiliar senders get filtered automatically.
* Lack of proper email authentication records (SPF, DKIM, DMARC) can increase spam risk.

**Action:** Ask your customer to check their spam/junk folder. The email should be there.

***

**2. Delay in Shopify API Processing**

Sometimes, Shopify’s API can experience delays processing orders, which causes the email to be sent later than expected.

**Action:** Wait at least **30 minutes** before assuming there is a problem. In most cases, the system catches up and emails are sent shortly.

***

**3. Automatic Email Disabled**

If you have disabled the automatic email feature in our app’s settings, customers won’t receive the file delivery email.

**Action:** Check your app settings to ensure that **automatic emails are enabled**.

<figure><img src="/files/KTNMdUFIgbyxRhiCfEgw" alt=""><figcaption></figcaption></figure>

***

**4. Download or Access Limits Reached**

If you have configured limits such as **maximum number of downloads** or **limited access period (number of days)**, the customer may be unable to download the file.

**Action:** Review your download and access settings to make sure customers have not exceeded these limits.

<figure><img src="/files/ntJ6IT8Y1ruqy8cPYq3B" alt=""><figcaption></figcaption></figure>

***

If after checking all these points the problem still persists, please contact our support team for further assistance.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://helpdesk.ldtsoft.work/ldt-digital-downloads/frequently-asked/why-customers-have-an-issue-receiving-their-files-through-email.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.