Fix a download that will not open

First check which part failed: finding the download, saving it to your device, or opening the saved file. Each needs a different next step.

The download control is missing or access is refused

Open My Purchases > Orders > View & Download while signed in to the account that bought the product. Start there instead of using an old link copied from another browser or account.

Check the order entry. An unpaid order, a refunded purchase, and a subscription with different access conditions are not the same as a broken file. For subscription materials, use the Subscriptions tab.

If the product says files are being prepared, read any Resources and Message from creator. Contact support when the expected materials are still unavailable.

The download did not finish

Look in your browser's downloads list for an interrupted or failed download. Check your connection and available device storage, then return to the purchase and try once more. Avoid opening a partially downloaded file.

If the browser shows a safety warning, do not disable its protection to force the file open. Save the warning text and ask for help.

The file saved but will not open

Check the file's format and any note beside it. A ZIP archive needs to be extracted; a map track or specialist document may need a compatible app. The product description should help you understand what was supplied. Do not change a file's extension to make it appear to be a different format.

Send useful details

Tell support the product name, order reference, file name, device, app you tried, and the exact error text. Include whether downloading failed or only opening failed. A screenshot helps, but hide personal information and do not share private download links publicly.

See Find your purchases and download your files.