Support

Find answers below or get in touch — we're happy to help.

Contact us

Can't find what you're looking for? Email us and we'll get back to you within one business day.

Frequently asked questions

How do I add a digital download to a product?

From your Shopify admin, open the Granted Assets app, go to Products, and click the product you want to add a file to. Upload your file and save. The download link will automatically be delivered to customers on their next purchase.

When does the customer receive their download link?

Download links are sent automatically via the Shopify order confirmation email and are also available on the order status page, as soon as the payment is confirmed.

My customer says the download link has expired. What should I do?

Download links expire after a set period for security reasons. You can resend a fresh download link from the app's Orders section. Search for the customer's order and click 'Resend download link'.

What file types are supported?

All file types are supported — PDF, ZIP, MP3, MP4, PNG, JPG, EPUB, EXE, DMG, and more. There are no file type restrictions.

How large can my files be?

On the Free plan, individual files can be up to 100 MB. On the Pro plan, individual files can be up to 2 GB.

Can I limit how many times a file can be downloaded?

Yes. In the app settings, you can configure the maximum number of downloads per order and the link expiry window.

I uninstalled and reinstalled the app. Are my files still there?

Yes. Your files and configuration are retained for 30 days after uninstallation. Reinstalling within that window will restore your data.

How do I cancel my Pro subscription?

You can cancel by uninstalling the app from your Shopify admin, or by switching to the Free plan within the app's billing settings. Your Pro access continues until the end of the current billing period.

Looking for our policies? Privacy Policy · Terms of Service