Buyer paid but cannot access the file
Check four things in order: the payment completed, the order matches the buyer's email and product, a file is attached, and an access record exists. Do this before you charge again or refund. You, as the seller, handle delivery first; contact Tapmy Support with safe evidence if payment and access still disagree.
On this page
Applies to: buyers and creators resolving a paid digital-product delivery problem.
Collect the details
Get the purchase email, store name, order or receipt reference, product, amount, approximate time and time zone, and exactly what the buyer sees. Never ask for a password, verification code, full card number, CVV or bank login.
How do I fix delivery for a buyer who paid?
Payment, order creation, email and file access are separate events. Check them in that order so a missing email is not mistaken for missing access.
- Ask which email the buyer used at checkout and whether the charge is pending or complete. Do not ask for full card data.
- Find the order or receipt and confirm product, amount, currency and time. Do not repeat the purchase while the status is unclear.
- Check the order points to the right published product and that a delivery file is attached and opens.
- Look at whether an access record was created, removed, expired or tied to a different spelling of the email.
- Have the buyer check spam and open the access link in a private window with the same email, to rule out a stale session.
- Test the file with a separate buyer account. Do not send a private storage or editor URL as a workaround.
- If the order is valid and your dashboard offers a resend or access-grant action, use it and leave a note.
- If it still does not reconcile, contact support with sanitized order and payment references, timestamps, the product URL and the checks you did.
What a good result looks like
The buyer gets the right file through a normal access route, with no second charge, and your order and access records agree. If you escalate, support can see which stage failed.
Always test through a buyer identity, since a live sales page does not prove delivery works.
Common problems
- The charge is pending or failed. Do not grant paid access from a bank screenshot. Confirm the Stripe and order status first.
- The order exists but no file is attached. Attach the correct tested file, check delivery and tell affected buyers.
- The email is missing but access exists. Use the direct access link or resend, and look for a mistyped address or a bounce.
A completed sale does not mean the money has arrived yet, and refund timing depends on the card network and banks after you start the refund. Do not promise instant emails or funds.
While you investigate, do not repeat a charge, delete the order or remove access. Capture order, buyer, product and time details first.
Next steps
After access works, note the root cause and retest the buyer journey. Buyers with unresolved platform issues can contact Tapmy Support.
Include the offer URL, the buyer's checkout email, an order or receipt reference, the exact time and time zone, what you expected and screenshots with private details removed. Never send passwords, codes, full card data or private keys.