Why customers don't receive their files by email
Check the usual causes when a customer says the delivery email never arrived: spam folder, disabled automatic email, download or access limits.
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 most 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 a few minutes before assuming there is a problem — the system usually catches up and sends the email shortly.
3. Automatic Email Disabled
If you have disabled the automatic email in LDT Digital Downloads, customers won’t receive the file delivery email.
Action: Check your app settings to ensure that automatic emails are enabled.
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.
If after checking all these points the problem still persists, please contact our support team for further assistance.
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