Production candidateFounding access opening soon · commerce remains independently closed

Support / clear handoffs

Bring the order, the file, and the exact failure.

Academy support is designed around observable purchase and delivery state: Shopify owns the order and payment record; BIG Digital Downloads owns the entitlement and file delivery.

When access opens

What to include in a support request.

A complete first message reduces back-and-forth while protecting account and payment information.

  1. Keep the Shopify order number and the exact SKU from the receipt.
  2. Use the reply address in the Shopify or BIG Digital Downloads transactional email once commerce opens.
  3. Describe the device, browser, filename, and exact error without sending passwords or payment credentials.
  4. Do not share a private download link; each order is limited to five downloads per mapped file.

System boundaries

What support can diagnose.

Wrong tier, missing transactional email, exhausted allowance, damaged archive, and refund-linked access are distinct jobs with distinct provider evidence.

Shopify: product, variant, price, payment, order, and refund.

BIG Digital Downloads: mapped file, entitlement, resend, download count, and revocation.