Support
Ranger Downloads is run by Metal Weave Games, and support goes to a person, not a queue.
Getting help
Email [email protected]. To get a useful answer on the first reply, include:
- Your store domain, for example my-shop.myshopify.com
- The order number, if the problem is about a specific order
- What you expected to happen, and what happened instead
Expect a reply within two business days. If something is actively broken for your buyers, say so in the subject line and it goes to the front.
Common questions
A buyer says they did not get the download email
Ask them to check spam and promotions first, since that is where most of them are. Then open the order on the Orders page and use Resend, which sends the same links again and lets you add a note to the buyer. If the order was never paid, or its delivery policy is still holding it, the Orders page says so on the order itself.
How do I change how many times a file can be downloaded
Settings holds the store-wide default, either a total cap or a cap per rolling window, or unlimited. Any product can override it on the Products page, and a single grant can be overridden from the Orders page when you need to make an exception for one buyer.
How do I sell a preorder whose files are not ready
Use delivery policies. Set the product to release on fulfillment, or on payment after a delay, and the grants are still created at payment but held until the trigger fires. Held orders are visible on the Orders page, and Deliver now releases them by hand.
How do I get files to customers who bought before I installed
Use Backfill. It sweeps your historical orders into a product list, you map those products to files, and then a job mints the grants and optionally emails those past buyers in rate-limited batches. The email step shows you the count before it sends anything.
I am a customer, not a store owner
Contact the store you bought from. They can resend your download email, lift a download limit, or issue a new link. We hold your order email and download history only on their behalf, so they are the right place to start.
Reporting a security issue
Send it to the same address with "security" in the subject, and please do not post it publicly before we have had a chance to fix it.