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support@grantedassets.comFrequently asked questions
How do customers receive their digital files?
When a customer purchases a product with digital files attached, Granted Assets automatically sends them a dedicated email with access to their downloads. This email is separate from Shopify's order confirmation email. On eligible plans, you can also make downloads available from Shopify's Thank You and Order Status pages.
How do I attach a digital file to a product?
Upload your file in Granted Assets, then attach it to the Shopify product or variant you want to sell. Once attached, the file is delivered automatically when that product is ordered. You can attach multiple files to a product and assign files to specific variants when needed.
What file types can I sell?
Granted Assets supports virtually any file type, including PDFs, ZIP files, audio, video, images, ebooks, software files, and more.
How large can my files be?
Maximum file size depends on your plan: Free — 100 MB, Starter — 500 MB, Growth — 2 GB, Scale — 5 GB. Total storage included: Free — 1 GB, Starter — 10 GB, Growth — 50 GB, Scale — 200 GB. Products and files are unlimited on every plan, subject to your storage limit.
Do download links expire or have download limits?
Yes. By default, download access expires after 7 days and allows up to 3 downloads. You can customize both settings for future orders, with expiry periods from 1–365 days and download limits from 1–100. Changes apply to new orders and don't affect links that have already been issued.
My customer didn't receive their download. What should I check?
First, make sure a file is attached to the product or specific variant they purchased. Granted Assets sends the download email automatically after the order is created, so ask your customer to check their spam or junk folder. Growth and Scale plans include tools for resending download emails and extending customer access.
Can I resend a customer's download?
Resend and access-extension tools are available on the Growth and Scale plans. Open the customer's order in Granted Assets and use "Resend email" to send their download access again.
What happens if I refund or cancel an order?
Download access for the order is automatically disabled when the order is refunded or cancelled in Shopify. You can restore access manually from Granted Assets if needed.
Can I customize the download experience?
Yes. Paid plans include options for customizing the customer-facing download experience, including branding, email content, and download-page appearance. Additional customization options are available on higher-tier plans.
How do I change my plan?
Open the Billing section in Granted Assets to view or change your plan. Subscription changes are confirmed through Shopify.
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