> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://edp.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
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# Why don't the download buttons appear for my customers?

This issue can occur for multiple reasons, but here are the most common ones:

* The product your customer purchased is not added in the app (so the app does not recognize this order as containing digital products).
* The order is not marked as 'paid,' or the payment was not captured (by default, the app only delivers downloads for orders marked as paid).
* The order is marked as 'imported' (I recommend that you read [this article](https://edp.crisp.help/en/article/my-imported-orders-are-not-fulfilled-by-the-app-how-to-fix-that-13m4n73/?bust=1697789298672) to fix this)

If you believe you are not in one of these situations, please don't hesitate to send a support message, and you will receive a reply within a few hours at most.