Unable to Download or Open File
In this article, we will go over the most common reasons behind download problems and how to solve them.
You might not have the proper app or tool to open the file.
It could be an issue with the format of the file and not having the right tools to open it. If you don’t recognize it, simply email us at firstname.lastname@example.org or contact your seller directly.
Here are some of the file types our sellers upload and what applications to use for different device types:
|RAR or ZIP files|| WinRAR
||The Unarchiver|| RAR
|PDF files||Adobe Acrobat Reader|| Preview
|| Apple Books
|MP3 or MP4 files||Windows Media Player||QuickTime Player||VLC Player||iTunes|
|DOCX files|| Microsoft Word
||TextEdit or Pages|| Google Docs
You might have exceeded your download attempts.
One of the issues that buyers encounter when downloading files is running out of download credits. A message similar to the one below will appear notifying you that you have already exceeded your download attempts.
This can easily be resolved by simply resetting your credits for this transaction. All you need to do is click the "Reset download credits" button and enter the email you used to make this purchase. Once you see a confirmation message, you can try downloading the files once more.
You might not have enough space to save the file.
Some files take up a lot of storage space so you need to make sure you have plenty of room, especially when downloading them using a mobile device. Free up some space by deleting some of the apps or media files (photos or videos) you no longer need. To give you an idea of how big a file is, we mention the file size by displaying it right next to the download button of your downloads page.
You might have browser extensions enabled.
If you have any extensions or add-ons running in the background (e.g. ad blockers or VPN), you might run into some issues whilst downloading large files. As a quick fix, you can try using another browser first. Make sure to choose a browser that does not have any extensions installed. The next step would be to temporarily disable those add-ons and refresh your download page.
To disable an extension in Chrome, click on the puzzle icon located in the upper right corner of your browser and select "Manage Extensions". This will open up the Extensions page and you only need to click the toggle to temporarily turn off the extension that you want to disable.
You might not have a good internet connection.
Another reason that may be preventing you from successfully downloading the files is your internet speed. We recommended checking your Internet speed using Speedtest by Ookla. If your connection is the culprit, we recommend restarting your modem, using a hotspot, or going somewhere with a faster connection (e.g. a cafe or a library) to download your files.
If none of the issues mentioned above are applicable to what you're experiencing, please contact our Support team by sending an email to email@example.com