Support

Help with installation, file setup, buyer access, billing questions and data requests. Email support@quantumtunnel.foundation.

Last updated: 14 November 2026

Contact and useful details

Merchants: include your permanent .myshopify.com domain, what you tried, the exact error and approximate time, and the order number if relevant. Redact unrelated customer information from screenshots. Do not send passwords, API keys, access tokens, full buyer download links or payment card details.

Buyers: contact the store you purchased from first. The merchant controls its files, refunds and access settings. This address is app support, not the seller of the products in your order.

Set up buyer delivery

1. Install and open the app in Shopify Admin → Apps. No separate Quantum Tunnel account or login is needed. Upload a file in Content library or add an external link, then attach it to an existing product or variant under Digital products. Use the exact variant the buyer purchases, or choose all variants.
2. In app Settings, leave download delivery enabled. Set optional downloads-per-file and expiry rules, then save. Access is created for paid orders containing linked digital items; an unpaid order does not receive downloadable access.
3. To show a checkout button, use Settings → Thank you page → Open checkout editor. Add the Digital Downloads app block to the Thank you page and save. Add it separately to the order-status page in the customer accounts editor if you use new customer accounts. Installation alone does not place these blocks.
4. For email without the app’s SMTP service, copy Settings → Order confirmation email → Order confirmation snippet. In Shopify Admin → Settings → Notifications → Customer notifications → Order confirmation, choose Edit code, paste the snippet where you want the link, and save. Shopify sends this notification, not the app. The link checks the order ID and confirmation number, and downloads remain subject to payment and app access rules.

App-generated delivery email is optional. When Settings says email sending is unavailable, no app email or resend can be sent. The Shopify notification snippet and checkout blocks work without app SMTP, but must be set up as above; they are not automatically enabled fallbacks. If SMTP is available and you enable app email, its history appears on the order in the app. Shopify notification delivery is not recorded in that app-email history.

How buyers open their files

The configured thank-you/order-status block or Shopify notification link opens a download page within the storefront theme. An individual buyer link does not require a Quantum Tunnel account; anyone holding it can use its permitted access, so do not publish it. The storefront downloads list at /apps/downloads/orders (the default proxy path) requires Shopify customer sign-in and lists that customer’s recorded digital orders. Guest buyers should use their order link. A merchant-customized app proxy path can differ.

Common issues

• No link or order is missing. Open Orders → Find order and search by order number or email. Confirm payment and file mappings. Use the order detail’s Buyer link or Visit download page to help the buyer directly. If mappings changed after purchase, Re-sync files applies the current setup to that order. Check that the checkout blocks or Shopify notification snippet were saved; check spam only if an email was actually sent.
• Downloads are being prepared. Allow processing to complete, then refresh the order-status page. If it persists, send support the store domain, order number and time; do not send the confirmation number or private buyer link.
• Access is disabled. Check the delivery master switch and order access status. With refund revocation enabled, access is disabled when every digital line item is refunded or the order is cancelled, not on every partial refund. Restore manually only when appropriate; enabling access does not reset download counts or remove expiry rules.
• Limit reached or link expired. Downloads per file counts allowed app download requests, including external redirects, not verified completed transfers. Raise or clear the limit in Settings if appropriate. Expiry is measured from the order date; adjust that setting for expired order access. For a short-lived file link that expired, return to the buyer order page and click Download again, subject to the remaining allowance.
• Hosted file versus external link. Hosted files use private storage and temporary signed URLs. External files redirect to the original host; the merchant must maintain that URL and any host permissions. Revocation cannot block an external URL already copied or remove a previously downloaded file.
• Plan capacity reached. Delete unneeded library files or select a larger plan to add more. Deleting a file also removes it from past buyers’ app entitlements; keep your own originals. The plans have no usage-based overage charges.

Privacy and data requests

Email support@quantumtunnel.foundation to request access, correction or deletion, including earlier deletion after uninstall. We may need to verify the store owner or authorised representative. Shopify customer-data requests acknowledge receipt but do not automatically send a buyer an export. A merchant can export stored records using the steps below; app histories alone omit some fields and may show only recent events. See the Privacy Policy for data categories, logging, retention and the scope of uninstall/customer deletion.

1. Obtain the numeric customer ID and/or order IDs from the Shopify data-request notice and verify the requester’s identity and authority. Do not use the visible order number in place of its ID.
2. While signed in to Shopify as an authorised merchant, open this app’s /webhooks/customers/data_request path with query parameters shop (your permanent store domain),customer_id and/or order_id. Repeatorder_id for multiple orders. Supply your real numeric identifiers; Shopify authentication is required, and the export is limited to the authenticated store. Contact support if you need help constructing this request.
3. Download the JSON of matching stored orders, items, download events (including IP/user agent) and email events. Buyer access tokens and confirmation numbers are excluded. Review the scope, securely forward the appropriate records to the verified requester and record that response. Downloading the export does not itself fulfill delivery.