My customers are not receiving app emails

If your customers are not receiving the download email after purchasing a digital product, here are two main things to check:

1. If the orders do not appear with a green checkmark in the app

This means the app wasn’t able to fully process the order. In that case, the issue isn’t directly related to the email delivery; it’s because the app was unable to generate the download link in the first place.

Please check the following:

• The product was correctly added in the app.

Make sure that both the product and the correct variant (if applicable) are set up in Easy Digital Products (EDP).

• The order is marked as “Paid” in your Shopify admin.

The app only processes fully paid orders. If payment was delayed or captured manually later, the download email may not have been triggered automatically.

Once those conditions are met, the order should show up with a green checkmark in the EDP app, meaning the app processed it and attempted to send the email. If everything seems correct, don't hesitate to leave a message in the support chat and you will get a reply within a few hours max.

2. If the orders do appear with a green checkmark in the app

In this case, EDP has successfully processed the order and sent the download email. However, some customers may not see it — and that could be due to Apple’s recent iOS update.

⚠️ iOS 17 and iPadOS 17 introduced new email categories

On iPhones and iPads running the latest iOS or iPadOS versions, Apple Mail now automatically sorts emails into categories such as:

• Primary
• Transactions
• Promotions

This means your customers might miss our app emails (or Shopify’s confirmation emails), because they are now routed to the Transactions tab instead of the main inbox.

What you can do:

• Let your customers know to check the “Transactions” tab if they can’t find the email.
• Suggest they search for the subject line or the store name in their Mail app.
• Recommend they mark the email as important or move it to their Primary tab to avoid missing it next time.

We're working on improving deliverability, but this new Apple Mail behavior is something all merchants are facing not just for digital orders, but for any kind of email from apps or Shopify.

Updated on: 24/07/2025