Quick answer
When a client says “I can see my photographs, but I cannot download them”, the most useful next question is where the process stops. A missing button, an expired link and a file already saved in Downloads need different answers.
Where does the download stop?
Ask the recipient for the exact message and which button they pressed. Use this table to choose the next check rather than repeating the whole transfer.
| What the recipient sees | Check next |
|---|---|
| The transfer page will not open | Confirm the complete link and any expiry or company restriction message |
| A password screen | Confirm the password with the sender |
| A preview but no download button | Ask whether Protected View was selected |
| Individual files work but Download All does not | Check the transfer size and the ZIP limit |
| A download starts and then fails | Record the browser error and check connection, storage and save location |
| The download finishes but the file seems missing | Check the browser download list and destination folder |
The sender should open the same completed link in a separate browser session and try an intended downloadable file. A successful check is useful evidence, but it does not prove the client’s device or network will behave identically.
Is the recipient opening the right link?
Copy the completed transfer link again and compare it with the one the recipient received. Check that it belongs to the final delivery rather than an older review copy. Avoid adding a shortened link while diagnosing the problem because it makes the destination less obvious.
If the page explicitly says the transfer has expired, contact the sender for a fresh delivery from their retained originals. HeftySend’s expired link guide explains this route. Repeatedly refreshing an expired page will not make the files available.
If a company restriction or security warning appears, use our guide to company blocks on file sharing links. Ask the organisation’s IT team to review the message instead of trying to bypass its policy.
Why is there a preview but no download button?
A preview is a way to inspect a file, not proof that it has been saved. On a normal downloadable HeftySend transfer, recipients can choose individual files without creating a HeftySend account. The recipient download guide shows that flow.
Protected View is different. It deliberately removes the Download button. If you sent proofs for review but now intend to deliver the final originals, check the transfer settings and agree the correct delivery with the recipient. The recipient cannot fix a deliberate viewing restriction by buying a subscription.
Some protected transfers can also require the HeftySend mobile app. That is a sender selected access setting, not evidence of an incomplete upload. See the Protected View explanation before changing the intended protection.
Why do individual files work when Download All does not?
HeftySend’s current ZIP download guide sets a 10 GB cap for Download All. Above that total transfer size, use the individual file download buttons. The upload allowance and the ZIP packaging limit are different limits.
For an eligible transfer, the archive can take time to prepare before the download starts. Check the displayed progress rather than repeatedly pressing the button. If an individual file downloads successfully but the archive fails, tell support that distinction.
Consider a photographer delivering 12 GB of finished photographs. This illustrative delivery fits within the free 20 GB transfer allowance, but exceeds the documented Download All cap. The client can collect individual files from the same page. If they need a different package, agree that with the photographer before creating another delivery.
What if the download starts and then fails?
Read the browser’s download error. In Chrome, a full disk means the device lacks space; a save permission error points to the destination folder; a missing file message points back to the source. A blocked download needs investigation of the security warning. Google’s download error guide explains those distinctions.
Check that the connection is stable and that the chosen save location is writable. If the browser offers Resume for an interrupted download, try that before starting another copy. Do not turn off security software simply to force a download through.
Try one small intended file and record the result. If all files fail for both sender and recipient, report that to the service. If only one device fails, include its browser and operating system. These comparisons narrow the investigation; they are not a diagnosis on their own.
Could the file already be on the recipient’s device?
Check the browser’s downloads before sending the same collection again. On an iPhone, Apple’s download location guide points to Downloads in the Files app. A photograph downloaded through the browser may not appear automatically in Photos.
Apple Support’s short video shows how to find downloaded files. It helps resolve a location problem after a download, rather than an expired link or a failed transfer.
For the full photo collection workflow, including ZIP files and storage space, use our iPhone photo delivery guide.
What should you send the client or support team?
Keep the reply specific and calm. Adapt this message to the actual delivery:
Thanks for letting me know. Can you see the file list, and does one individual photograph download? Please send the exact message, the filename and whether you are using a phone or computer. If the download says it finished, please check your Downloads folder. I will check the same link and its delivery settings here.
For support, add the time of the attempt, browser, total transfer size and whether the failure affects one file or the whole collection. Share private transfer links only with the authorised support team. Keep passwords and storage secrets out of screenshots.
How can you make the next handover easier?
Use a clear HeftySend recipient page, name the delivery and state the file count, size and collection deadline. Check the intended download route before sending. Retain your source copy until the client confirms the files open correctly.
HeftySend’s free plan supports transfers up to 20 GB with three days of availability. Supported previews help recipients recognise their files, while paid custom download pages and templates give your handover a more personal presentation. Compare the current plans if you need a longer collection period.
HeftySend does not charge for bandwidth usage. If you connect your own storage, your provider’s storage, request and delivery charges remain separate. A paid plan should match your delivery needs; it is not a cure for a recipient’s full disk or company restriction.
Frequently asked questions
Does the recipient need a paid account?
No. A normal HeftySend download does not require a recipient subscription. Confirm the intended transfer link if an unexpected payment prompt appears.
Should I upload everything again immediately?
First identify where the failure occurs. A new upload will not fix a full device or a deliberate viewing restriction. A confirmed expired transfer needs a fresh delivery.
Does seeing a preview mean the original is saved?
No. Confirm the download has completed and open the saved file from its destination folder.
What if the downloaded file will not open?
That is a different stage from downloading. Check the file size against the source and whether the recipient has software that supports its format before replacing the delivery.
Can a free transfer be too large for Download All?
Yes. The free transfer allowance is 20 GB, while the documented ZIP cap is 10 GB. Above the ZIP cap, use individual downloads.
What should I check if I use my own storage?
Confirm that the original object is still present and that the authorised storage connection remains valid. Do not make a bucket public as a quick fix. Our S3 address guide explains why a storage address is not the recipient link.
Product guidance checked on 4 October 2026. The photography example is illustrative, not a report of a customer test.