Troubleshooting Digital Downloads in PhotoBiz Client Galleries

Troubleshooting Digital Download Issues in PhotoBiz Client Galleries

Overview

PhotoBiz Client Galleries allow you to sell individual Digital Images and Digital Packages directly to your clients. Once an order is marked Paid, clients can access their purchased photographs through a digital download link.

If your client cannot access their download, open a ZIP file, or receive the expected image quality, there are several settings and delivery requirements you can check. This guide covers common issues with purchased digital downloads, including payment status, expired links, ZIP extraction, mobile compatibility, and image resolution.

This guide applies to Digital Images and Digital Packages purchased through PhotoBiz Client Galleries. For more detailed troubleshooting related to original-resolution images, see Troubleshooting Original File Downloads in PhotoBiz Client Galleries.

Check the Order's Payment Status

If your client completed checkout but cannot access their digital images, start by checking the order's payment status.

Find your client's order and click the order number to review its details and Payment Status.

When PhotoBiz receives confirmation of a successful online payment from your merchant provider, the order is automatically marked Paid.

An order may remain Pending if PhotoBiz hasn't received payment confirmation from the merchant provider or your client used an offline payment method.

Important: Before manually changing an order from Pending to Paid, confirm that payment was received. Check with your merchant provider for online transactions or verify payment through the offline method your client used.

Once the order is marked Paid, the purchased digital download link becomes available.

For complete instructions, see How to View Customer Orders in PhotoBiz.

My Client Didn't Receive Their Digital Download Email

If your client reports that they never received their download information, start by confirming the order was marked Paid.

Next, ask your client to check the email address used during checkout, including their spam or junk folder.

Open the original order in your ECommerce Dashboard to confirm the customer's email address and purchased items.

If payment is confirmed and the client still needs access, you can resend their digital download information from the original order.

Helpful Note: An order confirmation email doesn't necessarily mean payment has been completed. Always verify the order's Payment Status before troubleshooting missing digital files.

My Client's Download Link Expired

Purchased digital download links remain valid for 7 days.

If your client's link has expired, open the original order in your ECommerce Dashboard and use the available digital download options to resend or extend access.

You don't need to create another order or make the gallery available for unrestricted free downloads.

The seven-day expiration applies to the download link, not to images your client has already downloaded and saved.

For help locating the order, see How to View Customer Orders in PhotoBiz.

My Client Downloaded a ZIP File but Can't Open Their Images

Purchased Digital Images and Digital Packages are delivered as ZIP files.

A ZIP file packages the downloaded photographs together. Your client must extract or unzip the file to access the individual images.

If your client is having trouble opening the images, ask them to download the ZIP file completely and extract its contents before attempting to view the photographs.

You can share these instructions:

Important: Extracting a ZIP file does not increase image resolution. The downloaded images retain the resolution made available through the purchased Digital Image or Digital Package.

My Client Is Having Trouble Downloading Images on a Mobile Device

Clients can download purchased digital images to compatible mobile devices, including iPhones, iPads, and Android devices.

However, their device must support downloading and extracting ZIP files. They also need enough available storage space to save the ZIP and extract the individual photographs.

If your client reports that a download fails, stops unexpectedly, or cannot be opened, have them check their available device storage and internet connection.

Large downloads can require substantial storage, especially when purchasing multiple original-resolution images.

We recommend using a desktop or laptop computer for large digital downloads, particularly when receiving original-resolution files.

A computer makes it easier to download the ZIP, extract the images, organize the photographs, and save a backup.

For more information about mobile ZIP files and storage requirements, see Troubleshooting Original File Downloads in PhotoBiz Client Galleries.

My Client's Downloaded Images Are Smaller Than Expected

If a client successfully downloads their photographs but reports that the images are smaller than expected, review the resolution configured for the purchased Digital Image or Digital Package.

PhotoBiz offers the following download resolutions:

Web Resolution: Maximum image dimensions of 1500 × 865 pixels.
Web Size – High Resolution: Maximum image dimensions of 3000 × 1730 pixels.
Original File Size – Full Resolution: Delivers the original uploaded format and resolution when the original file is stored. This requires the Original Files Premium Upgrade.

The resolution selected for the purchased Digital Image or Digital Package determines which version of the photograph is delivered.

For example, if a Digital Image product is configured for Web Resolution, the client won't receive the stored original-resolution file simply because the Original Files Premium Upgrade is active.

Important: Downloading images in a ZIP file doesn't automatically mean they're original resolution.

For setup instructions, see How to Set Up Digital Images or How to Set Up Digital Packages.

Check the Size and Quality of the Uploaded Images

PhotoBiz creates downloadable image versions based on the selected resolution and the quality of the images originally uploaded.

If an uploaded image has smaller pixel dimensions than the selected download resolution, PhotoBiz cannot restore image detail that wasn't present in the uploaded file.

When comparing images, check both:

Pixel dimensions: The width and height of the image, such as 3000 × 2000 pixels.
File size: The amount of storage used by the image, such as 4 MB or 20 MB.

File size alone doesn't determine image resolution. File format and compression can affect the amount of storage an image uses without changing its pixel dimensions.

If an image was resized or compressed before uploading, the download cannot recover details removed during that process.

Original-Resolution Images

If you're selling Original File Size – Full Resolution downloads, confirm that Original Files was active when the images were uploaded.

The Original Files Premium Upgrade supports image uploads up to 50 MB per file.

Activating the upgrade after uploading images doesn't restore the original-resolution versions of those files. You'll need to upload the originals again after activating the upgrade.

For complete instructions on checking original file availability, the OR badge, and resolution settings, see Troubleshooting Original File Downloads in PhotoBiz Client Galleries.

My Client's ZIP Download Failed or Won't Extract

If a ZIP download fails or the downloaded file cannot be extracted, check whether the download completed successfully.

An interrupted or incomplete ZIP file may not open correctly.

Ask your client to check their available storage, use a reliable internet connection, and download the file again.

If the issue continues on a mobile device, recommend trying a desktop or laptop computer.

If the download link has expired, review the original ECommerce order to provide renewed access before attempting another download.

What Your Clients See

After purchasing Digital Images or Digital Packages, clients receive an order receipt with access to their purchased files once the order is marked Paid.

The digital images are prepared as a ZIP file at the resolution configured for the purchased product.

Your client can use their download link to save the ZIP file and extract the contents to access their individual photographs.

Download links remain valid for 7 days. If a client needs access after the link expires, you can review the original order and provide another download link while the required files remain available.

For larger collections, we recommend downloading and extracting the ZIP on a desktop or laptop computer.

Helpful Notes

Purchased Digital Downloads Are Different From Free Gallery Downloads

Purchased Digital Images and Digital Packages use PhotoBiz's ECommerce order and ZIP delivery process.

Individual free image downloads use a different workflow, particularly on mobile devices.

If you're troubleshooting free downloads rather than a purchased order, see Troubleshooting Original File Downloads in PhotoBiz Client Galleries.

Keep Your Original Order Information

If a client needs assistance with a purchased download, have their order number, event name, and affected image information available when contacting Support.

This helps identify the original transaction and determine whether the issue involves payment status, download access, or image resolution.

Related Guides

Need Help?

Our Passionate Support Team Is Here for You.

If your clients are having trouble accessing purchased digital images, opening ZIP files, or receiving the expected image resolution, our Support Team is happy to help.

Support Hours: Monday to Friday, 9am to 6pm EST

Phone: 866.463.7620

Support Channels: Phone, Live Chat, Support Ticket

Contact PhotoBiz Support

Previous Post Next Post

How To Do Bulk Downloads from a Client Galleries Event

July 1, 2026

How can I use Client Galleries and Invoicing to sell digital files online?

April 30, 2025

How Can I Set Up Coupons For Digital Images?

August 18, 2026

Original File Download Troubleshooting

November 11, 2026

My Clients Are Having Trouble With Their Digital Images