Fix a download link that doesn't work

Open Purchases and reviews and use the Download button there instead of an old link. Most broken downloads come from being signed out, a refunded item, or a file the shop replaced.

Why a link sends you back to Purchases

Esano checks every download. If any check fails, the link takes you to Purchases and reviews instead of downloading. That happens when:

• You aren't signed in, or you're signed in to a different account than the one that bought the item.
• The item was refunded in full. See download access after a refund.
• The shop replaced or removed the file. See what happens if a shop replaces a file.
• Esano's safety checks flagged the file after you bought it. See are Esano downloads scanned.

Fix it step by step

1. Sign in to Esano with the email address you used to buy. See sign in to Esano if you need help.
2. Open your account menu and select Purchases and reviews.
3. Find the item and select Download. Don't reuse an old email link.
4. If the item has several files, open the list and pick the file again.

If the download still doesn't start

• Try again. Each time you select Download, Esano creates a fresh link, so a second try often works.
• Open Esano in a different browser, such as Safari, Chrome or Firefox.
• Turn off extensions that block downloads or pop-ups for esano.com.
• Check that your device has free storage space.
• If you opened the link inside another app, such as an email app, open it in your regular browser instead.

If the download finishes but the file is wrong

See fix a file that won't open or looks wrong.

If you see "The shop removed these files"

The shop took the files off the listing. Select Message shop and ask for a copy. See message a shop on Esano and find a missing purchase or file.

Contact Esano

If none of this works, email customerservice@esano.com with your order number (for example E-10517) and the item name. You can also use Contact Esano.