---
title: "See download history for an order"
description: "Check whether a customer actually downloaded their files, and how many times."
url: https://help.filemonk.io/download-history/
section: "Orders"
last_updated: 2026-09-11
---

# See download history for an order

> Check whether a customer actually downloaded their files, and how many times.

Download history answers the question behind most support emails: did this customer get their file? It shows what was downloaded on an order and how often, which settles disputes without guesswork.

## Set it up

1. Click **Filemonk** in the left menu of your Shopify admin.
2. Click **Orders** in the app's menu and open the order.
3. Click **See download history**.

Each file on the order also shows its own **Downloads** count and **Times opened**, so you can see at a glance which files were used and which were ignored.

## How to read it

A count above zero means the file reached the customer's device, whatever they remember. Zero means they never successfully downloaded, and the next question is whether they received the email at all: check **See email history** on the same order.

A count that has hit your limit explains a customer who says the link stopped working. See [Limit the number of downloads per order](https://help.filemonk.io/limit-downloads-per-order/).

## Troubleshooting

### The customer insists they never downloaded, but the count is above zero

The file was downloaded from their link. Common explanations are a partner or colleague using the same email, a click from a mail client preview, or a download they forgot. Rather than arguing the point, reset the limit if you are happy to. See [Reset download limits for an order](https://help.filemonk.io/reset-download-limits/).

### The count is zero and the customer is waiting

They never got in. Check email history for whether the email was sent and to which address, then re-send or send them the download page link directly. See [Send emails with links for orders](https://help.filemonk.io/send-emails-for-orders/).

### Downloads look far higher than one customer would need

Their link has probably been shared. Read the watermark on a leaked copy to confirm the order, then disable access. See [Disable access to downloads for any order](https://help.filemonk.io/disable-access-for-any-order/).

### There is no history at all on an order that should have files

Check the order actually has files linked. An order with no files has nothing to download. See [Troubleshoot a single order](https://help.filemonk.io/troubleshoot-an-order/).

## FAQ

### Does download history affect my usage?

Downloads consume bandwidth, and that is what your plan measures. See [Usage alerts](https://help.filemonk.io/usage-alerts/).

### Can I see downloads across all orders?

Not from one order's history. The Analytics card on Home shows totals across your store. See [See your downloads and sales analytics](https://help.filemonk.io/downloads-and-sales-analytics/).

### Does resetting a limit erase the history?

No. Resetting gives the customer more downloads; the record of what happened stays.

## Related guides

- [Reset download limits for an order](https://help.filemonk.io/reset-download-limits/), when a customer needs another go.
- [Manage your digital orders](https://help.filemonk.io/manage-your-orders/), for the rest of an order's actions.
- [Troubleshoot a single order](https://help.filemonk.io/troubleshoot-an-order/), when there is nothing to show.