The most likely explanation is that the fan didn't enter an email address during checkout or their spam filter settings. This is a simple fix.
Resend or create a link
Navigate to the "Orders" tab inside your Single Dashboard and find the order — you can search by order number or fan email.
If a digital download is associated with the order, you'll see two options:
Paper airplane (Resend) — re-sends the delivery email to the fan's email address.
Link (Generate download link) — creates a fresh link you can copy and send to the fan.
Clicking either one also resets the fan's download claim limit. That means you don't actually have to send the generated link — once you've clicked it, the fan can simply go back to the Music tab on your store's Single page (yourstore.com/apps/single/home) and download or stream from there.
For information regarding your order management page, check out our dedicated support article.
Still having issues? We can help! First...
1. Do you see the customer email in your Orders tab? If yes - resend the link with the paper airplane icon.
2. Is the order number in the Orders tab? If yes - resend the link and tell the fan that the purchase is under a different email address.
3. If you see the order in Single but it's labeled "merch" type, please attach the digital album to that product and select "Deliver to Existing Orders." Any fan who has purchased that product will be immediately delivered the album.