Having trouble accessing your digital files?

We’re here to help. Most issues with digital downloads can be resolved quickly using the steps below. If you still need assistance, you can reach out anytime through the Contact page.


I didn’t receive my download email

Your digital products are delivered instantly after purchase. If you don’t see the email:

  1. Check your spam, junk, or promotions folder

  2. Search for emails from: Highline Ops Studio or Shopify

  3. Confirm the email address used at checkout

  4. If you still can’t find it, contact us and we’ll resend your files


I can’t open the PDF

If your PDF won’t open:

  • Make sure you’re using the latest version of Adobe Reader or your preferred PDF viewer

  • Try downloading the file again instead of opening it in your browser

  • If you’re on mobile, save the file to your device first, then open it from your files app


I can’t open the ZIP file

ZIP files must be extracted before use.

On Windows: Right‑click the ZIP → “Extract All”

On Mac: Double‑click the ZIP and it will automatically unzip

On Mobile: You may need a free ZIP extraction app from the App Store or Google Play

If the ZIP still won’t open, contact us and we’ll help you access your files.


My Canva template link isn’t working

If your Canva link won’t open:

  1. Make sure you’re logged into your Canva account

  2. Try opening the link in a different browser (Chrome works best)

  3. Clear your browser cache and try again

  4. If Canva shows an error, contact us and we’ll send a fresh link


The template looks different than expected

This can happen if:

  • You’re using a browser with outdated settings

  • You’re not logged into Canva

  • You’re viewing the template in “preview” instead of “edit” mode

Click Use Template to open the editable version.


I can’t edit the Canva template

All templates are fully editable. If you can’t make changes:

  • Confirm you clicked Use Template

  • Make sure you’re in edit mode

  • Try refreshing your browser

  • Log out and back into Canva

If the issue continues, reach out and we’ll troubleshoot with you.


I’m seeing formatting issues

Formatting issues usually occur when:

  • The file is opened in a non‑compatible app

  • The browser window is too small

  • The file wasn’t fully downloaded

Try downloading the file again or opening it on a desktop for best results.


Still need help?

If you’ve tried the steps above and still need support, reach out through the Contact page. We’ll make sure you get access to everything you purchased.