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title: "Customer Downloads: Timing Explained"
description: Help Center
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September 1, 2026
# Customer Downloads: Timing Explained
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Overview)
- [Is action required to deliver downloads?](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Is-action-required)
- [Timeline](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Timeline)
- [Factors affecting delivery time](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Factors-affecting-delivery-time)
- [Batch shipping timing](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Batch-shipping-timing)
- [Track download status](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Tracking-download-status)
- [Link validity](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Link-validity)
- [Wrong email address](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Wrong-email-address)
- [Other helpful articles](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#Other-helpful-articles)
- [The takeaway](https://help.gotphoto.com/en/support/customer-downloads-timing-explained#The-takeaway)
### **Overview**
Set clear expectations about digital delivery so customers know when their files will be ready. Proactively sharing timing details—especially during peak season—reduces support contacts.
\[Optional\] Add this guidance to your shop FAQ at *Online shop \> Pages & menu \> FAQ*.
### **Is action required to deliver downloads?**
No action is required—delivery is automatic. After successful payment, customers receive an email and can download from their order overview once files are ready.
- **Own production downloads:** Downloads offered through your Production tab are not delivered by the system. We recommend avoiding this method.
### **Timeline**
Customers receive a payment confirmation email stating delivery may take up to 24 hours. In most cases (no manual revision), downloads are ready within minutes. A second email notifies them when files are available.
### **Factors affecting delivery time**
\[Advanced\] If [Manual revision](https://help.gotphoto.com/en/support/use-manual-revision-for-photo-orders?hsLang=en) is enabled in Advanced job settings, timing depends on your download preferences:
- **Exclude download-only orders:** If selected, download-only orders are released immediately. If not selected, downloads are delivered after you release the order from manual revision and the system regenerates files (typically a few minutes).
- **Mixed orders:** Orders containing physical items *and* downloads remain in manual revision until you review and release them.
\[Prepay only\] [Prepay and Prepay+](https://help.gotphoto.com/en/support/understand-the-difference-between-prepay-and-prepay?hsLang=en) orders: Downloads are accessible only after images are selected (populated) and released from the prepay order collection, unless the order first goes to manual revision.
### **Batch shipping timing**
**Are downloads delayed until the batch is released?** No. Unless the order is sent to manual revision after payment, customers receive download orders within 24 hours—typically within minutes.
### **Track download status**
You can verify downloads in the status overview on the order overview page. Note that the status updates if *you* download the files, so it may not reflect only customer activity.
### **Link validity**
If a download link expires, customers can reactivate it themselves from their order overview. See also: [The download link for digital products isn’t working anymore](https://help.gotphoto.com/en/support/renew-expired-download-links-for-downloads?hsLang=en).
### **Wrong email address**
If a customer entered the wrong email at checkout, it cannot be changed afterward. You can still help by sending the direct link to their order overview (found in the **Additional data** section on the order page). This grants access to both download files and order details.
### **Other helpful articles**
- [The download link for digital products isn't working anymore](https://help.gotphoto.com/en/support/renew-expired-download-links-for-downloads?hsLang=en)
- [Add a print release for digital orders](https://help.gotphoto.com/en/support/add-a-print-release-to-download-orders?hsLang=en)
- [My customer received duplicate downloads in their package](https://help.gotphoto.com/en/support/why-customers-may-receive-duplicate-downloads-in-a-package?hsLang=en)
- [Downloads: My customers can't open their photos on mobile devices](https://help.gotphoto.com/en/support/how-customers-can-download-and-extract-photos-on-mobile-devices?hsLang=en)
### **The takeaway**
Most downloads are delivered within minutes, unless manual revision holds the order. Share timing in your FAQ, use the “exclude download-only orders” option to speed delivery when appropriate, and guide customers on reactivating links if they expire.
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