Let’s Get You Unstuck! #
After purchasing a Marlow Moon or Marlow Mallow branding kit, Etsy will provide a download containing your branding package and instructions for accessing your Canva templates.
If you’re having trouble accessing your files, check the common issues below.
The Etsy Mobile App Does Not Support Downloads #
One of the most common issues occurs when customers try to download files from the Etsy mobile app.
The Etsy app does not currently support digital downloads.
To access your files, please open Etsy in a web browser instead, such as:
- Chrome
- Safari
- Firefox
- Edge
You can use a computer, tablet, or mobile browser — just avoid using the Etsy app.
Make Sure You Are Logged Into the Correct Etsy Account #
Downloads will only appear in the Etsy account used to make the purchase.
If you purchased the item using a different email address or Etsy account, the download will not appear in your purchase history.
Try logging out of Etsy and logging back in using the email associated with your order.
Your Browser May Have Blocked the Download #
Some browsers block downloads automatically.
If you clicked the download button but nothing appeared, check:
- your Downloads folder
- your browser’s download notification bar
- your browser’s blocked download alerts
Having Trouble Opening the ZIP File? #
Your purchase downloads as a ZIP file, which is simply a compressed folder containing your branding kit and instructions.
Most computers will open ZIP files automatically.
If your computer cannot open the file, you may need a free extraction tool such as 7-Zip (for Windows).
Still Need Help? #
If you’re still having trouble accessing your files, Etsy’s official help guide may help resolve the issue.
Etsy Digital Download Guide
https://help.etsy.com/hc/en-us/articles/115013328108
✦ Need Help Setting Up Your Design? #
If you’d like a faster start, we offer template setup and editing services where we customize your purchase and prepare everything for launch.
This option is perfect if you want your branding polished, professional, and ready to use without spending time learning the editing tools.
Our team can help with:
• Editing your Canva templates
• Adding your business name, colors, and details
• Preparing your files so they are ready to launch immediately
✦ Learn more on one of our websites, or Etsy.
www.marlowmoon.com
www.marlowmallow.com
Or feel free to send us a message through Etsy if you have questions — we’re always happy to help!
Do these instructions make sense? Things change quickly, so if something looks outdated or confusing, please let us know.
