Reset download limits for a digital order
Filemonk allows you to reset download limits for customer orders when they need additional access to their purchased digital products. You can reset limits for an entire order or for specific products within an order, giving you flexible control over customer access to their digital content.
Setting Up Download Limits
Before resetting limits, you need to configure your download restrictions in your Filemonk settings.
Configuring Download Limits
- Navigate to Settings from your Filemonk dashboard main menu
- Go to the Download Page > Customize Download button
- Configure the following settings under download limits:
- Max. number of downloads per file: Set how many times each file can be downloaded (e.g., 10 downloads)
- No. of days available to download: Set how many days files remain accessible after order placement (e.g., 1096 days)
- Show limits on Download page: Enable this to display download limits to customers on their download page
- Error message: Customize the message customers see when they exceed download limits
Download Limit Display Options
- Max. # of downloads label: Customize the text that appears before the download count (default: "Maximum downloads per file: ")
- No. of days available label: Customize the text for the time limit display (default: "Available to download until")
Resetting Download Limits for Orders
There are two ways to reset download limits depending on your needs: resetting all products in an order or resetting limits for specific products.
Resetting All Downloads for an Order
- Navigate to Orders from your Filemonk dashboard main menu
- Find and click on the specific order you want to reset
- In the order details page, click the More actions button (three dots menu)
- Select Reset download limit from the dropdown menu
- The system will reset download counts to 0 for all digital products in that order
- You'll see a confirmation message: "Download limit reset"
Resetting Downloads for Specific Products
- Navigate to Orders from your Filemonk dashboard main menu
- Find and click on the specific order containing the product you want to reset
- In the order details page, locate the specific digital product/file in the order
- Click the Reset limit button next to the individual product (this option only appears if the product has been downloaded at least once)
- The system will reset the download count to 0 for only that specific product
- You'll see a confirmation message: "Download count reset"
When to Reset Download Limits
There are several common scenarios where you might need to reset download limits for customers:
Customer Support Situations
- Technical issues: Customer experienced download failures or corrupted files during their allowed downloads
- Device problems: Customer lost access due to device failure, hard drive crash, or computer replacement
- File corruption: Downloaded files were corrupted and customer needs fresh downloads
- Account access issues: Customer was unable to access downloads due to login problems during their limit period
Business Flexibility
- Customer satisfaction: Providing additional downloads as a goodwill gesture for valued customers
- Product updates: You've updated the digital product and want to allow customers to re-download the new version
- Extended access: Customer needs more time or downloads due to legitimate circumstances
- Bulk purchases: Corporate customers or bulk buyers who need additional access for their team
Troubleshooting Scenarios
- Order processing errors: Downloads were counted incorrectly due to system issues
- Watermarking problems: PDF watermarking failed and customer needs fresh downloads
- License key issues: Problems with license key assignment requiring fresh access
Understanding Download Tracking
Filemonk tracks download activity for each digital product in an order:
- Download count: Shows how many times each file has been accessed (e.g., "Downloads: 3")
- Time limits: Displays when download access expires based on your settings
- Individual tracking: Each product in an order has its own download count and can be reset independently
Troubleshooting
Symptom | Likely Cause | Fix |
|---|---|---|
Reset option not visible | Customer hasn't downloaded the file yet | Reset option only appears after at least one download |
Can't find Reset download limit | Order may not contain digital products | Verify the order includes Filemonk-managed digital products |
Reset doesn't work | Insufficient permissions | Ensure you have admin access to your Filemonk account |
Customer still can't download | Download time limit expired | Check if the "days available" limit has also been exceeded |
FAQs
Q: Does resetting download limits affect the customer's purchase history?
A: No, resetting download limits only resets the download counter. The customer's purchase history and order details remain unchanged.
Q: Can customers see when their download limits have been reset?
A: Customers will see their download count return to 0, but they won't receive automatic notification of the reset. You may want to inform them directly.
Q: Is there a limit to how many times I can reset download limits?
A: No, you can reset download limits as many times as needed for customer support purposes.
Q: What happens if I reset limits for an order with mixed digital and physical products?
A: Only the digital products managed by Filemonk will be affected. Physical products and their fulfillment status remain unchanged.
Q: Can I reset download limits in bulk for multiple orders?
A: Currently, download limits must be reset individually for each order. Bulk reset functionality is not available.
Q: Do reset download limits affect license keys?
A: No, resetting download limits only affects file download counts. License key assignments and availability are managed separately.
Updated on: 19/08/2025
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