My customer has not received any updates

If your customer is not receiving any updates from you, or has never received an email receipt/download link from Gumroad, it's possible that the spam/junk folder in their email client is catching emails from Gumroad, and they should first look there. Some email servers are notoriously bad when it comes to filtering spam, so in the most extreme cases, you may have to resend their receipt to a new email address.

Typo-no's!

On that note, it's also possible that your customer mistyped their email address when purchasing your product. To correct this, go to yourCustomers Tab and search for their name or email address. Click the magnifying glass icon to begin your search.

Click their name when you find them to open their purchase information. Click the email address in this box to edit it, and correct their contact information. Click the check mark to save, then Resend Receipt.

Please note that you won't be able to change their address if this is a subscription product. This is because subscription products require your customers to create Gumroad accounts, and we unfortunately can't allow you to control another user's account.

Perhaps They've Opted Out?

Finally, it is possible that your customer has accidentally chosen to Opt Out of emails from you. You can verify this in two ways: 

1. Nice and easy

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Go to your customers tab, search for your customers name or email address. You will see a checkmark next to their name if they are set to receive updates from you.

2. Check the CSV

You can also verify this by exporting your sales CSV through the Customers tab.

In the "DO_NOT_CONTACT" column of your CSV, they will be marked by "TRUE".

To fix this, please contact us, let us know the specifics of the situation, and we will right this terrible wrong.

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