If a customer hits a download limit (count, IP, expiration) and you want to give them access again, you can override the global limits on a single order without changing the global setting for everyone else. Useful for one-off “I lost my files” or “my IP changed” support cases.
Available on all plans. Per-order overrides apply to all download links on that specific order — they don’t affect any other order or change your global defaults.
When you’d use this
- A customer hit the download limit and you’ve verified they’re legitimate.
- A customer’s IP changed (mobile network, VPN) and they hit the IP limit.
- An order expired before the customer could download, but you want to extend access.
- A bot or virus scanner pre-clicked the link and consumed the customer’s limit.
Reset limits for one order
- Open Fileflare from your Shopify Apps menu.
- Go to Orders and click the order number.
- Enable Override global limitations.
- Adjust the limits for this order — set a higher download count, more IP slots, or a later expiration date.
- Click Save.
The customer’s existing download links work again immediately — no need to resend the email. The new limits override the global limits for this order only.
What customers see when they hit a limit
When a customer hits any limit, they see a page (styled to your Shopify theme) explaining why they’re blocked. The message text is configurable — see Customize restriction messages.
Fraud-blocked orders are different: those customers see no download links at all, just a generic “access restricted” page with no explanation. Use unblock fraud orders if you’ve verified the order is genuine.