Support

Get in touch

Email support@downlio.app. We reply within one business day, and usually much faster. Include your store address and, if it’s about a specific order, the order number — that’s enough for us to find the delivery.

If a customer of yours is stuck, you can usually fix it yourself in seconds from the Deliveries page: re-send the email, copy their download link, reset their download allowance, or extend an expired link.

Common questions

A customer says they never got their file

Open Deliveries and find their order. The status tells you what happened:

• Delivered — their mail server accepted it. Ask them to check spam, then use Copy download link and paste it into a reply.
• Bounced — their address rejected it, usually a typo. Use Re-send email and enter the corrected address.
• Failed — something went wrong on our side. Re-send; if it fails again, email us and we’ll look at it.

Can I sell files bigger than Shopify allows?

Yes. Files are uploaded straight from your browser to our storage and never pass through Shopify, so the only limit is your plan’s storage. A 4GB video works the same way a 2MB PDF does.

Do downloads work on my own domain?

Yes, through Shopify’s App Proxy, so customers stay on your store and see your theme’s header and footer. Check it in Settings → Where customers download. If the proxy isn’t reachable — a password-protected storefront, for example — links fall back to downlio.app so nobody is ever left with a broken download.

What happens if I go over my plan’s deliveries?

On a paid plan, deliveries keep going out and the extra ones are billed per delivery, capped for the month. Your customers are never cut off mid-launch. On the free plan, deliveries pause until the next period or until you upgrade — we email you before that happens.

What happens to my files if I uninstall?

We keep them for 30 days so a reinstall picks up where you left off, then delete everything permanently. Export anything you need before that window closes.

Is customer data safe?

Download links are stored only as salted hashes, so a copy of our database yields no working links. Shopify access tokens and buyer links are encrypted at rest. Files are served through short-lived signed URLs, never public ones. The full detail is in our privacy policy.

Reporting a security issue

Email security@downlio.app. We’ll acknowledge within one business day. Please give us a reasonable window to fix anything before disclosing it publicly.