This can be due to various reasons. It is possible there was either an issue with the transaction, they are checking the incorrect email address, or the email ended up in your customer's spam/junk folder and they simply missed it.
If all producers within a transaction received their portion of the sale successfully, you should be able to get your customer a link in such cases. To do so, please follow the instructions below:
1. Log into your account.
2. Visit the following section within your account: Transactions
3. Next, click on the "Invoice Number" of the sale in question. This number will be listed under the "Product" column.
4. You will then be redirected to the receipt page, and you can copy the URL at the top of your browser's address bar to send to your client. Your customer may need to verify their email when sending them this link.
IMPORTANT: Only transactions that are marked as "Successful" will allow the customer to access their files. Any transactions that are still Pending or Canceled indicate an issue with the transaction. In such cases, your customer will need to contact PayPal for more information as to why their payment is Pending or Canceled as we do not process payments.