Download Link Issues

 Receiving Download Links:


Our Lists are provided in .csv format (which will open in Excel) via a download link which will be emailed to you as per the details in the Shopping Cart page.


The download link will be sent to the email address that you provide in our Shopping Cart. Please ensure that you provide a correct and working email address. If it appears you have not received the download link within the time frame we stipulate in the Shopping Cart then contact us but please firstly check your spam folder or any other folder that might filter incoming email.


Also please ensure that your email system does not block incoming email messages that contain links.


Downloading Files  & Opening .csv files:


File downloads but will not open properly:  After downloading – if the .csv file does not open properly please ensure you are trying to open the file in the MS Windows environment.


If you are using a MAC then a very small number of our customers  experience problems opening a .csv file using the Apple Mac operating system even if they have added MS Windows.( It might appear that all the data appears in one column or that it is corrupted in some way )


The work around is to firstly save the .csv file as an Excel Workbook and then try and open it again. If that does not resolve the issue then please email us and advise us what program you are trying to open the file with and MOST IMPORTANTLY send us a screenshot of the problem you are seeing.  We will then send you the file again in the appropriate format.


File will not download: It might be that file delivery service was off-line for a few moments or there was a break in the connection. Please try it again. If the problem persists then please send us a screenshot of any errors you see.


Also if the Download link has arrived in your Spam Folder please move the e-mail  to your Inbox. Then try again and click on the red VIEW FILES icon in the Hightail message and choose SAVE FILE.


We also suggest to try these troubleshooting steps below as workarounds and see if the following will help:

Please clear the cache and cookies, close the browser you’re using, re-open it and then log back into Hightail and download the files.
For instructions on how to clear your cache and cookies, click this link:  . You may also try ruling out the current browser you’re using and try a different one.