If you are using a mobile device, this is likely why. Some mobile devices pose compatibility issues which are not within our control, unfortunately. We suggest always using a desktop or laptop to download your files.
If you are not using a mobile device, another possibility is your browser. Please try another browser.
IMPORTANT: If your issue is not related to a mobile device and/or your browser, please contact email@example.com and send your BeatStars invoice number and screenshots of your issue for investigation.