Troubleshooting Email Delivery

The order is not in “Paid” status, such as “Pending” or others

Check if the order has been paid. If the order status is pending, the email will not be sent until the order is paid.

This helps prevent customers from getting the downloads before paying, and then cancelling their order to get free products.


Ensure the below setting is disabled

If the “Disable all order download emails” is enabled, it will stop sending all download emails to customers.

Make sure that this setting is left unchecked (disabled) so that the emails will be sent to your customers. This setting is disabled by default. It will only be enabled if someone manually processes it.

additional settings

Ensure you are capturing emails on orders

If you want to deliver download emails, you will need to capture emails on orders. If you have the Thank you page download links enabled, then you don’t need to worry about this, unless you want download emails delivered too.

Shopify allows customers to checkout with their phone number or email. You can change these settings by:

  1. Going to your Shopify dashboard
  2. Go to “Settings
  3. Go to “Checkout settings
  4. Scroll down to the “Customer contact method” section
  5. Ensure you are capturing emails on orders.

Download emails cannot be sent to phone numbers.

Customer contact method

There could be an issue with Shopify or infrastructure (very rare)

This is very rare, but it has happened in the past. Shopify does have problems sometimes, and unfortunately, people think it’s the app’s fault. This is unavoidable on our side. If Shopify or the infrastructure is down, we need to wait until their developers have solved the issue.