Download and open files safely

Download your files only from your Esano purchases, check that they match the listing, and keep your own antivirus software on. Esano scans uploaded files, but the best protection is a few careful habits.

Download from the right place

1. Sign in at esano.com.
2. Open your account menu and select Purchases and reviews.
3. Find the order and select Download, then pick the file.

Receipt emails from orders@updates.esano.com link to the same page. A download link is made when you select it and works for only a short time, so if it stops working, go back to your purchases and select Download again. See Do Esano download links expire?

For custom orders, the shop delivers your files on the request page in your account. Select Custom requests in your account menu to open it, rather than using a link in a message. See Get and approve your custom order files.

Check the file before you open it

• Does the file type match the listing? A listing for a PNG, SVG, PDF, font or embroidery design should give you that kind of file or a ZIP of them.
• Is it a program? Esano doesn't allow programs or scripts on listings. If you receive a file that ends in .exe, .bat, .js or a similar program type and it claims to come from Esano or a shop, don't open it.
• Does a document ask you to enable macros or "enable content"? Esano doesn't allow macro-enabled files. Don't enable anything.
• Is the ZIP too large or full of odd files? Open the ZIP and look at the file names first. If it holds things the listing never mentioned, stop.

Keep your device protected

• Keep antivirus software and your operating system up to date.
• Don't turn off built-in security warnings to open a file.
• Save files in a folder you can find, and scan the folder if your antivirus supports that.
• Esano's Terms of Use say Esano can't guarantee downloads are free of viruses, so your own protection matters. For how Esano checks uploads, see How Esano scans files for malware.

If a file won't open or looks wrong

A file that won't open is usually a software problem, not a security one. Try the steps in Fix a file that won't open or looks wrong, such as checking you have software that opens that file type.

If the file is not what the listing described, ask the shop to fix it or request a refund. See A file is wrong, broken or missing.

If you think a file is unsafe

1. Don't open it, or close it if it's already open.
2. Run a full scan with your antivirus software.
3. Email customerservice@esano.com with the order number and the link to the listing. You can also use Contact Esano support.
4. If you entered your password anywhere because of the file, follow What to do if your account was taken over.