Frequently Asked Questions
Quick answers to common questions about Alva Digital Downloads.
General Questions
Section titled “General Questions”Q: What file types are supported? A: All file types including PDF, ZIP, video, audio, images, documents. No restrictions.
Q: Is there a file size limit? A: 5 GB per file. Contact support for larger files.
Q: How many files can I upload? A: Unlimited files. Storage limited by plan (25 GB to Unlimited).
Q: Can I sell the same file in multiple products? A: Yes. Map one file to multiple products.
Q: Do customers need to create an account? A: No. Downloads work via email link or account page (optional).
Pricing and Plans
Section titled “Pricing and Plans”Q: What plans are available? A: Free (5 GB), Basic ($14.99/mo, 25 GB), Professional ($29.99/mo, 50 GB), Enterprise (custom).
Q: Can I change plans anytime? A: Yes. Upgrade/downgrade anytime. Prorated billing.
Q: Is there a free trial? A: Yes. 14-day free trial on all paid plans.
Q: What happens if I exceed storage? A: Uploads blocked. Delete files or upgrade plan.
File Management
Section titled “File Management”Q: Can I organize files into folders? A: Yes, use Packs to group related files.
Q: How do I delete files? A: Files → Select file → Delete. Also removes from products.
Q: Can I replace a file? A: Yes. Upload new version, unmap old, map new.
Q: Are files backed up? A: Yes. Automatic daily backups to secondary storage.
Downloads
Section titled “Downloads”Q: How long are download links valid? A: Configurable. Default: 60 days. Range: 7 days to never expire.
Q: How many times can customers download? A: Configurable. Default: 5 downloads. Range: 1 to unlimited.
Q: Can I extend expired links? A: Yes. Orders → Select order → Extend Access.
Q: Can customers re-download from their account? A: Yes, if Customer Account integration enabled.
Security
Section titled “Security”Q: Are downloads secure? A: Yes. Unique tokens, expiry, download limits, IP tracking.
Q: Can I add watermarks? A: Yes. PDF watermarking available (Professional plan+).
Q: How do I prevent unauthorized sharing? A: Use download limits, expiry, watermarks, IP restrictions.
Q: Is data encrypted? A: Yes. HTTPS for all transfers, encrypted storage.
Email Notifications
Section titled “Email Notifications”Q: Do customers automatically receive download links? A: Yes, if email notifications enabled (Settings → Email).
Q: Can I customize email templates? A: Yes. Full customization with variables.
Q: What if emails go to spam? A: Configure SPF/DKIM authentication (Settings → Email → Authentication).
Q: Can I disable email notifications? A: Yes, but not recommended. Customers won’t get links.
Fraud Prevention
Section titled “Fraud Prevention”Q: What is fraud prevention? A: Automatic review of orders using Shopify fraud analysis.
Q: How long does fraud review take? A: Usually 1-2 hours. Can be instant for low-risk orders.
Q: Can I disable fraud prevention? A: Yes, but not recommended for high-value products.
Q: What happens to flagged orders? A: Held for manual review. Approve/reject manually.
Technical
Section titled “Technical”Q: Do I need technical knowledge? A: No. User-friendly interface. Support available.
Q: Is there an API? A: Yes. REST API for advanced integrations.
Q: Can I use webhooks? A: Yes. Real-time notifications for events.
Q: Is there a mobile app? A: No, but mobile-responsive web interface.
Support
Section titled “Support”Q: How do I contact support? A: Live chat (fastest), email (support@alvaapps.com), help center.
Q: What are support hours? A: 24/7 email. Live chat: 9 AM - 5 PM EST weekdays.
Q: Is support included? A: Yes. All plans include email support. Priority for paid plans.
Q: Do you offer setup assistance? A: Yes. Free setup help. Dedicated migration service available.
Integration
Section titled “Integration”Q: Does it work with Shopify? A: Yes. Native Shopify app.
Q: Can I use it with other platforms? A: Shopify only currently.
Q: Does it integrate with email marketing? A: Yes, via webhooks or Zapier.
Q: Can I connect to my CRM? A: Yes, via API or webhooks.
Compliance
Section titled “Compliance”Q: Is it GDPR compliant? A: Yes. Full GDPR compliance features.
Q: Can customers request data deletion? A: Yes. Automatic data deletion on request.
Q: Do you handle VAT? A: Tax handled by Shopify. Display VAT-inclusive prices supported.
Q: Are download logs kept? A: Yes. Configurable retention (30-365 days).
Migration
Section titled “Migration”Q: Can I migrate from another app? A: Yes. Migration guides available for SendOwl, FetchApp, etc.
Q: Will old download links still work? A: Only if you keep old app during transition.
Q: Is there a migration service? A: Yes. Custom migration assistance available.
Q: How long does migration take? A: 2-4 hours for typical shop with 100-500 files.
Troubleshooting
Section titled “Troubleshooting”Q: Files won’t upload - why? A: Check file size < 5 GB, stable internet, browser cache cleared.
Q: Downloads not working - what to do? A: Check link not expired, limit not reached, browser allows downloads.
Q: Emails not sending - how to fix? A: Enable email notifications, configure email provider, check spam folder.
Q: Product not showing files - why? A: Files must be mapped to product. Check Products → [Product] → Files.
Best Practices
Section titled “Best Practices”Q: What’s the recommended download expiry? A: 60-90 days balances security and customer convenience.
Q: How many download attempts should I allow? A: 5-10 downloads for most products.
Q: Should I enable fraud prevention? A: Yes, especially for products >$50.
Q: How often should I backup files? A: Automatic daily backups included. Manual backups optional.
More Questions?
Section titled “More Questions?”Can’t find your answer?
- Check help center articles
- Watch video tutorials
- Contact live chat support
- Email: support@alvaapps.com
Next Steps
Section titled “Next Steps”Welcome to Alva Digital Downloads!