A customer didn't get their download link

Emails and background jobs Updated Sep 28, 2026 1 min read

Download links are created by a background job once the order is paid. When a customer has none, work through these in order.

Is the scheduler running? This is the most common cause. Run bin/plugin kahunacart status. A growing pending count means the jobs never run. See How do I set up Grav's scheduler?
Is the order paid? By default, links are created when the payment is captured. A bank transfer order waits until you click Mark paid. A card payment waits for the provider's webhook; see Order stuck on pending after the customer paid.
Did the job fail? Check KahunaCart → Operations → Jobs for failed jobs. See Jobs are failing.
Did the email go out? The link is also on the customer's order page. If the email was lost, open the order, click Send email… and send it again.

Note

Retrying jobs or redelivering webhooks never creates duplicate links or resets download counters.

The link works but the file does not

If the customer has a link but gets "The file is temporarily unavailable", see Customers see "The file is temporarily unavailable".