Digital File Assistance

95% of all customer support emails are about downloading or accessing their digital files. I've created this page to offer some in-depth instructions, and answer some frequently asked questions.

How to Access Your Files

Order Confirmation Emails: 

After successfully checking out, you will immediately be sent an order confirmation and a Send Owl confirmation email to the email address used to purchase*. If your device auto-filled your contact info while checking out, please check through all your email accounts for the order confirmation email before reaching out for assistance. 

In either of the two confirmation emails, simply click the download link. Be sure to scroll down on the download page to access all files. That isn't immediately noticeable, but if you purchased multiple patterns at once and you click the download link, all the files will be in that download page.

*Please check your spam folder! If you have no order confirmation emails, please try the below steps to access your Account Order History before reaching out. If that doesn't work, you may have typed in your email address incorrectly and I can fix that for you.

Account Order History:

 If you create an account* (or login to your existing account) using the email address you used to purchase, your order history will show on your account page. If you are on mobile, you can find that by clicking the little person icon in the menu on the lefthand side of your screen. If you are on a non-mobile browser, you can find that little person icon in the top righthand side of your screen.

Once you are looking at your purchase history, you can click on each order and there will be a download link inside each order.

*If you have multiple accounts you'd like merged, please email me at knottedthreadsco@gmail.com and I'll be happy to help.

"Can't You Just Email Them To Me?" 

Nope, and there are a few reasons why.

First: The files are too large. I create image-heavy files that tend to be close to the limit of email attachment limitations. Not all email providers have the same limit, and I've had emails kick back to me because the files were too large. 

Second: You will not receive any important pattern updates. With the service I use for providing you access to the digital files, I have an easy click of the button that can send out an update to anyone who has purchased that pattern. If I just send you that file over email, and two years later there is an update, how do you get that update? You wouldn't. 

Third: If I do this once, I open the door to do it multiple times. It is  more efficient for me and more helpful for you if you learn how to do it in the ways outlined above.

Miscellaneous Info

Download Limits:

In the fall of 2024, Send Owl, the service I pay for to give you a more user-friendly digital download experience, dropped their download limits to 10 without notice. This impacted a lot of orders. I reached out to them and asked them to up my limits, and they did, but they cannot retroactively up the limits of past orders that were dropped to 10 downloads. I can reset them for you, though. If you need your download limits reset, please be sure to email knottedthreadsco@gmail.com and it is a quick and simple fix!

Unzipping Files: 

I'll be frank here, unzipping files is a process that has been around for decades now. If you email me asking how to unzip your files, I'm going to tell you to Google it. That is rude, I know! Truly, I get it. You want support from me to help you access your files. But this is akin to asking me how to perform basic functions on your device, and that is not the support I'm willing to offer.

I received these emails so frequently that it was the driving force for me paying for Send Owl, which is a very expensive service. Most things do not need to be unzipped now, aside from the files that I would hope that the people using those files would know how to unzip them already.

Purchasing Patterns Multiple Times:

If you accidentally purchased the same files multiple times and would like a refund, I am willing to work with you within reasonable limits. 

Examples: 

Reasonable Limits: You purchased multiple patterns during a sale in January. In May, during another sale, you accidentally purchased one pattern a second time. You realize this anywhere from 1 day - 1 month after purchasing.

Unreasonable Limits: Same scenario as above, but you notice the duplicate purchase in October vs soon after purchasing. 

Please know that the "industry standard" policy is that all digital item sales are final. I understand mistakes happen, so that's where I am willing to be flexible, but it is your responsibility to verify these things prior to purchasing. I typically only offer this exception once as a courtesy. 

Accessing Protected Files: 

Creating patterns is my livelihood. To protect my intellectual property, I have password protected most of the files you have access to. You can print at high quality and access accessibility features, but that is it.

This means that you cannot edit or copy parts of those documents, and some services will not allow you to utilize them with a protected file (such as some printing services).

I do not waiver from my choice to password protect the files I offer, nor will I share the password or unprotected files.