What the customer is seeing

A completely blank page with a 404 status at an address on your own store, such as https://your-store.com/apps/alvadd/download?key=… or /apps/alvadd/link?key=…. The email arrived and any license key in it is correct. Browser developer tools show Content-Length: 0 and no redirect.

Shopify, not Alva Digital Downloads, is sending that page. Every address under /apps/ on a Shopify store is forwarded to an app only when the app's installation carries a routing rule called an app proxy. When the rule is absent or points elsewhere, Shopify answers with an empty 404 and the request never reaches Alva's servers.

1. Check the app's proxy path in Shopify

In Shopify admin open Settings → Apps and sales channels → Alva Digital Downloads. This is the app's details page, not the app itself. Below the permissions there is normally an App proxy URL section with a Customize URL button.

If the path shown is anything other than /apps/alvadd, click Customize URL, set the prefix to apps and the subpath to alvadd, and save. The change applies immediately, and every link Alva has already emailed starts working without a resend.

2. Confirm the routing is missing

If the App proxy URL section is not shown at all, open https://your-store.com/apps/anything-random in a browser. The same blank 404 for any address under /apps/ confirms that Shopify created the app's installation without its routing.

This is rare and happens on Shopify's side at install time. Nothing in your product, link or license key setup causes it, and nothing in those settings fixes it.

3. Contact Alva support — do not reinstall on your own

Email digitaldownloads@alvaapps.com with your store address. Uninstalling the app deletes your license key groups, keys, product links and order history, so Alva Digital Downloads takes a complete backup first, restores it, and guides the reinstall so nothing is lost.

Until the routing is repaired, a license key is still delivered inside the email, on the thank-you page and in the customer account. Only the download page and the external link buttons are affected.