Please go through the following checklist:
Go to Settings » Photo handling » Photo files. Make sure that "Automatically send download links for ordered photo files" is turned on.
In the event settings, you have to option to edit photos before they are printed/manufactured into products. If you have this turned on, all new orders will automatically go to "Waiting to retouch" status. In that case, you must manually mark the orders as completed when you are done editing them.
Please ask the customer to check their junk email folder. Sometimes, the messages end up there simply because they come from an unknown sender and contain a link.
Please double check that the email address in the order is correct.
If you have gone through the previous items in the list and the problem persists, you can re-send the files on the order page. Click the wheel icon and select Actions » Resend download links.
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