A client says downloads aren't working
Check the setting first, then the ZIP email, then their device.
1. Are downloads switched on?
Check Settings → Downloads for that gallery. If downloads are off, there's no button to press — which clients reasonably report as “it's not working”. If they're set to paid, the client has to pay before anything unlocks.
2. Whole-gallery ZIPs are emailed
A full-gallery download isn't instant. The ZIP is built in the background and the link is emailed when it's ready — a client waiting on the page for it to start will conclude it's broken. For a large wedding, several minutes is normal.
Tell clients this up front in your delivery email: “downloading everything takes a few minutes and the link arrives by email.” It eliminates the message almost entirely.
3. Did the email arrive?
The link goes to the address the client entered. Check junk first, and check they typed the address correctly. See when emails aren't arriving.
4. Their device
Large ZIPs on a phone are a common failure — an iPhone with little free space will fail a 4 GB download without a useful error. Ask them to try on a computer, which also makes the files easier to find afterwards.