customer is unable to download their purchase

-- HikaShop version -- : 2.5.0
-- Joomla version -- : 3.4.3
-- PHP version -- : 5.3+
-- Browser(s) name and version -- : all
-- Error-message(debug-mod must be tuned on) -- : customer is unable to download their product

Hello,

Our customer has tried repeatedly to download their purchase - for both a complementary order and for their other order.

I cannot see what is wrong in the setting. Could you get into our backend and help?

Thanks,
Pam

Hi,

Is the order status "confirmed" ?
If yes, then I don't see why it wouldn't work. The link should appear automatically on the order details page on the frontend and the link will work. If the link doesn't work, it means that your server restrictions are too strong for the download process and likely it doesn't have enough time to send the file.
If no, then it means that HikaShop isn't receiving payment notifications from your payment gateway. Here is a documentation on that that you can follow:
www.hikashop.com/support/documentation/i...or.html#notification