Having a ZIP file emergency? You’re in the right place!
Of all the technical questions I get from customers, the majority of them definitely have something to do with ZIP files! With that in mind, I’ve created this post in order to assist customers when downloading ZIP files from various sellers on Teachers Pay Teachers.
First, don’t panic. I can tell you with certainty that the TpT tech support team solves every problem for every customer, every time.
Here’s the skinny on ZIP files.
1. What is a ZIP file, and why do we need them?
How can you tell if the problem you are experiencing is due to mishandling of a ZIP file? Here are some possible errors that will result from this.
- Error message asking for a password to open a file
- Error message that says the file or files are corrupted
- Error message that says the file is damaged and/or cannot be opened
- Any error that originates from a ZIP file
2. It’s not the seller’s fault! If you need to contact someone for help, you should contact TpT Tech Support.
If you’ve purchased a product that requires a ZIP file download and are unable to download, extract, or access these files, it is not the seller’s fault! Please do not contact the seller and demand that he or she solve the problem. Sellers are not trained in technical support and often won’t be able to troubleshoot a problem that they’ve never had. Teachers Pay Teachers has a technical support team whose sole job is to help customers work out their downloading and file issues! There are a couple of ways to access the technical support team.
At the top of your My Purchases page, you’ll see the blurb above. Click on Contact Us to submit a TpT tech support ticket.
You can also find the Contact Us link at the bottom of any TpT page, as shown below.
3. Yes, you can request a file by email.
You may have noticed in the blurb on your My Purchases page that you can request a file by email. To do so, you must click this link. Once again, do not contact the seller for this! He or she will not be able to send you a file by email. This must be done through TpT.
Once you click on “request a file by email,” you’ll be taken to a page that looks like the one below.
Notice that by clicking in the right column, many of the files can be automatically sent to your email through TpT. You’ll also notice that some of the files are too large and you see a message that states “Too large to email, Contact Us.” This link will get you to TpT tech support just like the previous links so that you can request help for the specific problem that you’re having.
When you do request a file to be emailed to you, you’ll get a banner in yellow across your screen (see top of page in above photo) letting you know that an email has been sent to the email address on file.
BUT, if the original file was a ZIP file, the emailed file will also be a ZIP file, so you will likely still experience the same issues that you experienced before.
4. How to Submit a Support Ticket
Now that you’ve decided that you’ll need to submit a support ticket to TpT, doing so is easy peasy! Once you click Contact Us at the bottom of any TpT page, you’ll see this entry form.
Enter the requested information. Be sure to include the URL of the product you are trying to download as well as any steps you’ve tried so far to get the file to open. It is most helpful to attach a screenshot of the error you are getting so that TpT tech support knows exactly what issue you are likely experiencing.
5. Helping Yourself
While you wait for TpT to respond to your support ticket (I almost always hear back the same day, within a few hours!), here is some additional information and tutorials that might help you.
Thanks so much for taking the time to read through this ZIP help page. Of course, I want for all of my customers to have the best buying experience possible! I have never had a customer whose problem wasn’t solved by TpT tech support. Please feel free to contact me if the tech support team isn’t able to help you in a kindly and efficient manner.