Troubleshooting
Alva Digital Downloads handles delivery, fraud holds, and customer support edge cases. This category will cover the fastest fixes when downloads stop working, emails go missing, or an order sits in the fraud queue longer than expected.
Articles in this category
Why your customer didn't receive their download email
Walk through the five most common causes — fraud hold, spam, suppression, disabled emails, DKIM — with the fix for each.
Read article → TroubleshootingMy customer says it didn't work — what to check first
Five-step triage walkthrough — email, link, mapping, fraud hold, limits. Each step routes to the fix.
Read article → Quick answerWhy an order shows "No Downloads" — product not mapped
The product has no files mapped to it. Map the product, then manually share the link for past orders.
Read article → TroubleshootingCustom email domain DKIM is failing
Five common causes (DNS propagation, wrong DKIM host, error 512, plan downgrade, wrong record type) with the fix for each.
Read article → ConceptWhy an order takes a few minutes to appear in Alva
Alva is notified when an order is paid. Typical delivery latency is 1–30 seconds; heavy load, fraud checks, or large packs can extend it.
Read article → Quick answerWhy your customer hit the download limit
The limit-reached page renders when the per-customer cap fires. Reset usage or raise the limit on the order.
Read article → TroubleshootingWhy Alva didn't send a download email for an order
Orders stuck in Authorized, no-email checkouts, and third-party checkouts never trigger delivery — and the fix for each.
Read article → TroubleshootingFix or delete a mapping for a deleted product
Deleting the Shopify product orphans the mapping. Open it, export a data ZIP, then type-to-confirm delete.
Read article → ConceptZIP vs individual-file delivery
Choose ZIP or individual-file delivery, fix a "No files available" download, and the stuck-spinner display bug.
Read article →Ready to start selling digital products?
Install Alva Digital Downloads on Shopify in under 90 seconds. Unlimited bandwidth, multi-channel delivery, AI-powered fraud protection, and branded emails. The 14-day trial only starts after your first live order.