> For the complete documentation index, see [llms.txt](https://docs.chatvideopro.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chatvideopro.com/troubleshooting-and-faq/trouble-accessing-downloads.md).

# Trouble Accessing Downloads

#### Make sure you are signed in with the email account you used when purchasing.

<figure><img src="/files/ltnZBlZRD8ieSYclK1fx" alt=""><figcaption></figcaption></figure>

### ✅ Sign In

Follow these steps to access your files:

***

#### **Step 1: Open your order**

* Click the order link in your purchase email\
  **OR**
* Go directly here:\
  👉 <https://app.lemonsqueezy.com/my-orders/login>

***

#### **Step 2: Sign in to your account**

* If prompted, log in using the same email you used at checkout
* This step is important — your files won’t show correctly unless you’re signed in

<figure><img src="/files/erl8fZYiXgq1sURe2kUu" alt=""><figcaption></figcaption></figure>

***

#### **Step 3: Access your downloads**

* Once logged in, your correct files will appear
* You can now download everything normally

<figure><img src="/files/eAz3DPlAhFVQXMVwfcFe" alt=""><figcaption></figcaption></figure>

***

### Why this happens

You must be logged in with your account email to access your downloads.

***

### 💬 Still stuck?

If you’re still having trouble accessing your files, feel free to reach out, and we’ll help you get set up right away. Support email: <chatvideopro@gmail.com>