Troubleshooting delivery
Diagnose held, stuck, and failed deliveries, including missing emails, missing audio, stuck orders, and resending the delivery email.
Delivery problems almost always announce themselves on the order list: a badge tells you what's wrong, and the order's timeline carries the fix. This page maps each symptom to its resolution.
Order shows "Email missing" / status On hold
The order arrived without a customer email, so Tuneboom has nowhere to send the music. Delivery is parked, not failed, and resumes the moment you add an address.
Open the order, press Add email to order, enter the address, done. Full walkthrough: Customer email missing from an order.
Order shows "Missing audio"
A purchased item has no deliverable audio file, usually because the track was published and sold before its main audio finished uploading. You also receive an alert email naming the order and the track.
Upload the missing audio and delivery completes automatically. Full walkthrough: Missing audio on a purchased track.
Order stuck in "Unfulfilled"
A paid order should reach Fulfilled within minutes. If it sits Unfulfilled with no hold badge and no error banner, the usual cause is that your store's Tuneboom assets are out of date, which stops the app from completing fulfillment in your store.
Run Settings→Advanced → Reinstall store assets, then re-check the order. Full walkthrough: Order stuck in Unfulfilled.
Order shows "Skipped" with a refund banner
The order contained an exclusive license that another buyer had already won. Tuneboom refuses to deliver the same exclusive twice. The buyer was charged but received nothing, so the order detail shows a critical banner: refund the order from your Shopify admin. Mixed orders deliver their surviving items; only the lost exclusive is skipped.
See How licensing works for how exclusives behave.
Customer says they never got the email
Open the order and check its status. Fulfilled means the email was sent. Check the timeline for the exact time and destination address.
Ask the customer to check spam, and to check the Thank you / Order status page of their Shopify order. The downloads card there works even if the email never arrived.
Press Resend email on the fulfilled timeline entry. The confirmation dialog shows the destination address before anything sends.
Still stuck? Every download link opens the customer's full order on their hosted download page. Copy the link from a resent email to yourself, or walk the customer through finding their downloads.
Customer's download link stopped working
The link either hit its download limit or expired. Both come from the policy you set under Settings→Download links at the time the link was created. Resending the delivery email re-delivers working links. Details: Download links and A buyer can't find or use their download.
Still stuck?
The Troubleshooting & FAQ section collects every known failure mode across the app, not just delivery.