Frequently asked questions

By default, as soon as Shopify reports the order as paid. The app matches each line item against the files attached to that product or variant, creates one download per match, and emails the buyer a link.

On the plans that include delivery policies you can change the trigger: when the order is paid (optionally after a delay), when the order is fulfilled, or when you release it by hand. The setting is store-wide and can be overridden on an individual product assignment.

Whatever the trigger, the entitlement itself is always created at payment. A held order has its downloads waiting; only the email is waiting with them.

An email with one link, and that link opens a page listing every file on that order, with each file’s size and how much of its allowance is left. They do not get one email per file.

If the order has more than one file and the buyer is entitled to all of them, the page also offers the whole order as a single zip.

Not completely, and no honest app will tell you otherwise. What the app does instead is make sharing expensive and visible.

Every click is re-checked against the entitlement behind the link, so a shared link spends the original buyer’s own allowance. When one download starts being used from an unusual number of different addresses, the app raises a flag on the Fraud page for you to look at. It flags rather than blocks, because a family on mobile data can look identical to a link posted on a forum.

The next attempt is refused, with a message rather than a dead link. There is no window where an already-issued link keeps working, because the link is re-authorised on every click rather than trusted once, and the buyer never holds a storage address in the first place.

Revoking is what you reach for after a refund or a chargeback.

A single file can be up to 5 GB, which is the ceiling on the one-shot browser upload the app uses, or up to your plan’s total storage allowance if that allowance is smaller.

There is no limit on the number of files on any plan, and downloads are not metered: the plans differ in how much storage they include. Current allowances are on the App Store listing.

On the free plan, going over the allowance stops further uploads. On a paid plan the upload goes through and storage above the allowance is billed by the gigabyte, and the app tells you what it will cost before you start the upload.

Three independent settings:

• Total downloads per link. A lifetime cap for that one buyer’s download.
• Downloads per window, together with Window length (hours). A cap inside a rolling period, for example three in any twenty four hours.
• Link expires after (days). How long the link stays usable at all, counted from payment.

Each one can be set store-wide, overridden on a product assignment, and overridden again on a single buyer’s download. The most specific value wins, one field at a time, so overriding the window on a product does not quietly discard your store-wide total. See download limits.

Yes. Grant downloads on the Orders page attaches files to any order by hand, whether or not the product ever carried a file. It is the fix for a product you set up late, a bundle sold off-catalogue, or a customer you owe something to.

Yes, on the plans that include it. Backfill reads your order history, lists the products you have ever sold, and lets you map those products to files and then issue downloads to the past buyers in a run you control. See the back-catalogue import.

The upload becomes a new version and the file starts serving it. Existing links keep working and give the new version on the next click, with nothing to re-issue. The previous version stays in the history, and you can roll back to it.

You can also tell prior buyers a new version is out. That is one email per buyer rather than one per download, and the same buyer is never sent the same version notice twice.

Yes, on the plan that includes it. Add your domain in Settings, then Sending & domain, and add the DNS records the app gives you. Until the domain verifies, mail keeps going out from the app’s own sender.

That gate is deliberate. Sending from an unverified domain damages the reputation of the whole sending account, and one store’s half-finished setup should not degrade delivery for every other store.

Two ways, and both are things you turn on.

The app ships a Downloads page for customer accounts, which shows a signed-in buyer every file they have bought from your store. You add it to customer accounts in Shopify’s checkout and accounts editor.

You can also paste a download button into Shopify’s own order confirmation email. Design it under Order confirmation button on the Emails page and copy the snippet into your notification template.

It can, and for new installs it does. Mark digital line items fulfilled after delivery is a delivery setting, so a digital line item nobody will ever pack does not sit in your fulfilment queue. You can turn it off store-wide or on one assignment.

No. It never receives or stores them. Shopify handles checkout, and Shopify handles billing for the app itself.

Uninstalling does not delete anything straight away. Your library and your buyers’ links are kept, and your store’s subscription drops back to the free plan. Shopify sends a shop redaction request about 48 hours later, and that is what deletes the store’s files from storage and its records from the database.

So an accidental uninstall followed by a prompt reinstall loses nothing, and a deliberate one is cleared shortly afterwards. The full picture is on the privacy page.

There is a free plan, and the paid plans offer a free trial. Plan names, what each one unlocks, storage allowances, prices and current trial terms are all on the App Store listing, which is the version that governs. Billing runs through Shopify, and cancelling is uninstalling.