Frequently asked questions

Please read the FAQs below. If you still have questions please send us a message.

When I click ‘buy now’, an error says 'Things don’t appear to be working at the moment. Please try again later.

This error is most likely due to the set-up of your PayPal account and is often related to encrypted payments. To fix the issue, login to your PayPal account, go to Account Settings and then Website Payments in the menu on the left. Click on Update next to Website Preferences and make sure Block non-encrypted website payments is set to Off.

There is no option to pay by debit or credit card in PayPal's payment screen

In order to have the option of accepting debit or credit cards, you need to have a PayPal Business account. PayPal does not provide this option for personal account holders. Please sign up for a business account here.

My customer has made a purchase but hasn't received an email with their download

The automated email with their download will be sent to the email address they provided during checkout. This can be found by viewing the transaction either through Products > Transactions or by searching for their transaction. Occasionally, emails may be caught up in spam filters so please ask your customers to check their spam folder. If they still haven’t received the email, you can send another email by clicking Resend email to customer at the bottom of the transaction. Please note that this will give the customer another 5 days to download the product.

My customer's download link has expired

You can resend the email with the download link to a customer by searching for their transaction and clicking Resend email to customer. This will also give the customer another 5 days to download the product.

How can I change the file path of my product?

If you are on the Free, Silver or Gold packages, you can’t change the file path of your product. If you on a Self-hosted package you can change this by clicking on Edit next to the product.

How can I upload a product larger than 50MB?

Due to bandwidth management there is a limit of 50MB on each product file. If you have products that are larger than 50MB, consider compressing them and upload a zip file. If this is still too big, please contact us to discuss a bespoke package and we will be happy to help.