Every restriction Fileflare applies to a download — expired, download limit reached, IP limit reached, fraud-blocked, cancelled — surfaces a message to the customer. By default these are generic (“Your access has expired”). You can rewrite each one in your own voice, link to a help page, and optionally show a “Contact us” button so customers can reach you instead of bouncing.
Available on all plans. Restriction messages are displayed on the customer-facing download page when an access rule trips. They’re not used in emails — emails follow your email template.
When you’d use this
- You want the restriction messages to sound like your store, not generic Fileflare copy.
- You want to point customers to a help page or FAQ when they hit a limit.
- You want to show a “Contact us” button on the restriction page so customers can email you about a legitimate issue.
- You’re translating your store’s customer experience to another language.
Customize the messages
- In Fileflare, go to Settings → Global limitations.
- Scroll to the message customization section.
- Each restriction type has its own field — edit the ones you want to change.
- Save.
Restriction types you can customize
- Order expired — when the order’s expiration date has passed.
- Download limit reached — when the order has hit its download-count cap.
- IP limit reached — when too many unique IPs have accessed the link.
- Access blocked / cancelled — when you’ve manually blocked the order, the order was cancelled, or fraud auto-block fired.
- Order not paid yet — when payment is still in Authorized status.
Optional: show a “Contact us” button
Toggle Show contact button on restriction pages in the same Global limitations settings. The button uses your Shopify store contact details and gives customers an obvious next step rather than a dead end.
Common issues
- The change isn’t reflected on the customer page — clear your browser cache and reload. Restriction messages are cached aggressively by CDNs.
- I want different messages per order — not supported. Messages are global. The customizable text is the only customer-facing variation.
- Want HTML or links in the message — limited support. Plain text and a single link work; complex HTML may be stripped.