My product won't open

In this article:

Why can't I open my product file?

Can't open video/audio files

Can't open zip, rar, 7z file format files

Can't open a password protected file

How to contact the product seller

Why can't I open my product file?

Important! Always read the product description and instructional or Read me files the seller has added on the download page. Typically, they will provide instructions on how to open product files and troubleshoot common issues.

Once you have successfully downloaded the product file to your desktop or mobile device, you should be able to find it in your designated download folder. If you are not able to open the downloaded file, there are a number of reasons that may prevent you from accessing the product. 

Some examples and solutions are:

You don't have the appropriate application installed to read the file

  • If you're not sure what software or app you need, look closely at the product description on the product page to find out what you need for that specific file format. You can also use Google search to understand more about the file format.

Your software is out of date

  • Make sure the software installed on your device is up-to-date. You may run an update if needed and try to open the file again.

Your device does not support the file format

  • Make sure to open the file on a device that supports the file format. For example, to use Lightroom presets (.lrtemplate files) on Lightroom CC Mobile, you may first need to set them up on the Lightroom CC desktop version. 

Note: knowing the product format will help you understand what application you need to open the product file. You can identify the file format by its extension-  i.e. productname.pdf means you'll need to use the Adobe Reader or other software designed to read PDF documents. 

Can't open audio/video files

Important! Video purchases may be available for streaming, downloading or enabled for both. More information here

Audio and video files can be downloaded onto a desktop and will be saved in your Downloads folder by default. You'll be able to open and play the file using the right software, i.e. iTunes for audio files or Quickplayer for video files on Mac. 

The applicable software to access the file may differ depending on whether you're using a Mac or PC.

Smart devices

The same process is necessary for mobile devices. Audio and video files must be downloaded and saved first before you'll be able to access them. 

For that reason, if you want to download and save .mp3/.mp4 files to your device you'll need the appropriate application. There may be slight variations in the process of downloading and saving files on your smart device depending on which type of software you're using. 


Note: You're only able to play the entire video or audio file once it has been downloaded and saved on your iOS successfully.  

To play an audio or video file on your iPhone or iPad, you'll need to use an app to first download and then save the file. If you're trying to open the file before you've completed the process, the video or audio might start playing but will stop shortly after. 

We recommend using Dropbox or Documents by Readdle for iOS devices to download and save .mp3/.mp4 files. For more detailed instruction and guidance, please refer to this article


Android devices typically have a designated Downloads folder by default. The interface from one device to another may be different depending on the model and year manufactured.

If your Android does not have a Downloads folder, you'll need to install an app to download and save .mp3/.mp4 files. In this case, we recommend using File Viewer for Android to complete the process.

Once it's installed on your device, allow permission for the app to access files. You'll then be able to download the audio/video file and save it in the Downloads folder. For more detailed instruction and guidance, please refer to this article.  

Can't open zip, rar, 7z file format files

A .zip, .rar, .7z file formats are a special type of compressed folder that may contain one or multiple files.
These file formats require specific applications for the extraction process. Depending on the type of device you're using, there are different methods and instructions you need to follow in order to unzip the contents of the folder.
If the product file reads the extension .zip,  .rar or .7z, please refer to this article for further instructions about how to manage the extraction process.

Can't open a password protected file

If the file is password protected and you did not receive the password to access the product, please contact the seller directly. Unfortunately, we are not able to provide assistance with password protected files as we didn't create the product and do not have access to the password.

How to contact the product seller

You can contact the seller in a couple of ways:

  1. On the seller's store page by clicking on the Contact link located below the header
  2. On the Download page by clicking on the Contact link located on the header
  3. On the seller's store page, select one of the social media links located in the upper right

Finally, if it just doesn't work out, you can apply for a refund. Refer to this article for further instruction.

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