Having difficulties with your iOS downloads?

Please first check the following:

• Your iPhone, Files app, and Lightroom Mobile are all up-to-date
• You have a strong internet/WiFi connection.
• You're using the FULL Safari browser before clicking your download link.

Why doesn't my phone match the download steps in the video or install guide?

You may be using a different mail app or browser. If you use the built-in Mail app on iPhone, links will automatically open in the Safari browser and download to your Files app. However, if you use another mail client like Gmail, links open in a pop-up browser or another browser. If you select Safari from "Open With" it opens a pop-up version of Safari. If you select Google, it opens your link with the google search app. If you select Chrome, it opens your link in Chrome. 

Learn how to get your downloads to files! 

USE GMAIL? 

If you use the Gmail app, when you click on your download link, you'll see 4 options to "Open With". Here we'll walk through what to do for each option to make sure your downloads land in your Files app. 

Chrome

This option opens your download link in Chrome. Once you click on your .zip file to download, it just requires 2 extra clicks to get the download into your Files app. 

Google 

This option opens your download link in the Google Search App. Once you click on your .zip file to download, it will give you the option to "download" but the download won't go anywhere until you share it to Files. 

Safari 

This opens your download link the Safari pop-up browser. Once you've clicked on your .zip file to download, click on the Safari Compass and hit "Download". 

Open in Default Browser 

This will open your download link in your default browser. If Safari you can download as normal, simply click and hit download. If Chrome is your default, read the instructions under Chrome. 

If you use up all your downloads in Chrome or the Google Search app (because it's trickier to see the pop-ups), please reach out to our support team at support@theluxelens.com to ensure you can download your products.

Once successfully downloaded to Files, simply launch Lightroom Mobile to import your presets! No need to open, preview, share to, or unzip files. 

 

Other Common Issues on iOS

Downloading from Facebook or Instagram? 

If you clicked on the "Access Digital Files" app from your Thank You! confirmation page after purchasing from a Facebook or Instagram ad, this link likely opened in a meta pop-up browser. As a result of built-in iOS security, downloads from these pop-ups may not route properly to your Files app. If you use up all your downloads this way, please reach out to our support team at support@theluxelens.com to ensure you can download your products.

 

No download started?

You may be downloading from a pop-up browser or may have accidentally dismissed a "download" prompt. We recommend copying and pasting your download link directly into Safari. If you already used up all your downloads by repeatedly clicking your link, please reach out to our support team at support@theluxelens.com to ensure you can download your products and troubleshoot any possible issues.

 

Unsupported File?

If your files are saving to a third-party app, such as Drive or Dropbox, instead of Apple Files, you may be running into a Apple file management issue in which the third-party app is asserting itself as a default even though it cannot read or unzip your newly downloaded files. Dropbox and Drive will often report your downloads as "unsupported". 

From your storage app, select "Share" or "Open With" and share/save your download to "Files". 

Alternatively, you may wish to download your files onto a computer and send or share them to your iPhone as a possible workaround. 

"Files" is nowhere to be found? - Some users are missing the Files app, or have uninstalled the app at some point. In this case, you'll simply want to download the Apple Files app from the App Store. 

Seeing Error or Waiting underneath your download in Files? 

Unfortunately, while we can provide some troubleshooting suggestions, we are unable to support iCloud errors that occur in the Apple Files app, such as permissions errors or upload errors.

Many of these issues can usually be solved by trying the following. We suggest working through each step:

1. Restart the device
2. Check internet connectivity.
3. Make sure that iCloud sync is active.
4. Make sure that local and cloud storage are not full. 

If you continue to experience iOS file management, permissions, or upload errors, we recommend reaching out to Apple support. 

Alternatively, you may wish to download your files onto a computer and send them to your iPhone as a possible workaround.