Reset download limits for an order
A customer who has used up their downloads gets an error instead of their file. Resetting the limit restores their access immediately, either for the whole order or for one file in it.
Before you begin
Check the download history first, so you know what you are resetting. A count of one or two usually means a genuine failed download. A count in the dozens usually means the link has been shared. See See download history for an order.
Set it up
To reset every file on the order:
- Click Filemonk in the left menu of your Shopify admin.
- Click Orders in the app's menu and open the order.
- Click Reset download limit.
To reset a single file, use that file's Reset limit action in the order's file list instead. This is the better choice when only one download failed.
A Download limit reset message confirms it. The customer can download again straight away, with no new email needed, though sending one is a courtesy if they are waiting.
Check your setup
Reload the order and confirm the download count is back to zero for what you reset. To be certain, open the order's download page yourself with Visit Download page.
Troubleshooting
The customer still can't download after a reset
The limit was not what blocked them. Other reasons look identical from their side: the day limit has passed, access was disabled after a refund, a fraud flag, or unmet EU consent. Open the order and check its status. See Troubleshoot a single order.
The same customer keeps running out
Either your limit is too tight for how people really download, or their link is being shared. Look at the download count: a handful suggests the former, dozens suggests the latter. See Limit the number of downloads per order.
I need to reset many orders
There is no bulk reset. If lots of customers are hitting the limit, raising the store-wide limit is the real fix. See Limit the number of downloads per order.
The link expired rather than running out
Resetting the count does not extend the date limit, which runs from the order. For an old order, the practical answer is to raise the store-wide day limit or send the customer the file another way.
FAQ
Does resetting notify the customer?
No. They simply find the link works again. Email them if they are waiting on an answer.
Does it give them a fresh full allowance?
Yes. The count returns to zero and they get the full store-wide limit again.
Should I reset or just send the file directly?
Reset when you want them using their normal download page, which keeps limits and tracking intact. Send the file directly only as a last resort, since it bypasses all of that.
Can I reset for one file only?
Yes, with Reset limit on that file in the order. It is the tidier fix when a single download failed.
Related guides
- Limit the number of downloads per order, to change the underlying limit.
- See download history for an order, to see what happened first.
- Manage your digital orders, for the rest of an order's actions.
