FAQ
General Questions
What is FetchApp?
FetchApp is the easiest way to sell downloadable products such as music, videos, photos, e-books, PDF's, or software from any website, blog, social network, e-commerce system, using PayPal, Goodsie, Google Checkout, Shopify, or any other system using the FetchApp API.
How do I sign-up for an account?
Complete the form on the account registration page, then an email will be sent to you with your login details. When choosing the free plan you don't even need to provide any payment information!
Where do I log into my account?
Every FetchApp account comes with a unique subdomain, which is where you login and manage your account.
Can I use my own domain?
Not yet, but it's a planned feature.
What browsers can I use?
FetchApp can be used with most browsers released in the past few years. These include Safari 3+, Firefox 3+, Chrome, Internet Explorer 7+, or Opera 10+. Any operating system that can run these browsers will also work (OS X, Windows, and Linux).
Can I download FetchApp?
No. FetchApp is a hosted system and we don't have plans to release it as a standalone application.
Does FetchApp host email?
Not at this time. You can still point your custom domain to FetchApp for your site and also use the domain for email on a service like Google Apps or Rackspace Mail.
Account & Billing Questions
How much does FetchApp cost?
There are several monthly plans that fit your needs and budget. You can create a free account to see if FetchApp meets your needs.
What if I need more storage?
After upgrading to the max plan, you'll have the option to increase your storage to as much as you need at an affordable rate. You can increase or decrease at anytime, and the additional charges will automatically be added to your monthly fee. There's no limit to how much storage you can have.
How much bandwidth do I get?
We want you to be successful. If you have a great month, congratulations! That said, we don’t meter bandwidth, but if we notice that your account is getting excessive traffic for an extended period of time we may ask you to upgrade to a higher plan.
How can I pay for my account?
We accept payment by credit card (Visa, MasterCard, American Express, and Discover), which we will then charge on a monthly basis as long as your account is active. You can add or change your credit card from the account page from your administrator interface.
What happens if my credit card is declined?
We will notify you by email that your credit card did not process and give you 3 days to resolve the issue. If the card still won't process after 3 days your account will be locked until your payment information is corrected.
Do I get monthly payment receipts?
Yes. A complete invoice history of all payments made can be found in your account at any time.
How can I cancel my account?
FetchApp is a pay-as-you-go service, so you can cancel at any time. This is done from the account page in the administrator interface.
Can I get a refund?
Charges are non-refundable, but once you cancel you will never be charged again. We don't have long-term contracts, lock-in, signup or termination fees. Just pay as you go and cancel when you're done.
Order Questions
How many orders can I have?
There is no limitation to the number of orders you can receive, so sell as much as you want!
How do people make orders?
If you're set up to use PayPal FetchApp will provide you with a unique link for every product. You can then place that link on any website, blog, social network, email, or virtually anywhere else. When somebody click any of these links they'll immediately be taken to the appropriate processor to collect payment. Once payment has been made FetchApp will automatically deliver a secure link where your customers can download the files.
If you're using Goodsie, Shopify, or any other system via the FetchApp API, buyers can place orders from your shopping cart. After an order is placed FetchApp is immediately sent the order information from your cart, then the goods are automatically delivered to your customer.
How many times can orders be downloaded?
You have full control over the length of time and/or the number of times download links are available before they expire. Restrict downloads by time, quantity, or both from your FetchApp settings page.
What is a Shopify webhook?
A webhook is a simple way for FetchApp to automatically receive information about a new order immediately after it is processed by Shopify. FetchApp automatically creates webhooks in your Shopify account when signing up for FetchApp, when logging into your admin (if it doesn't exist), or by clicking the refresh webhook button in your FetchApp settings.
Why aren't my orders being received from Shopify?
When orders aren't being received from Shopify it's often because payments are only being authorized rather than paid. FetchApp doesn't process orders until they are marked as paid by Shopify (unless you specify otherwise via your FetchApp settings), so that people can't access your files until after they've paid.
To automatically authorize and charge payments when an order is placed, go to the checkout and payment preference page in your Shopify account and update your settings to not only authorize, but also immediately charge orders.
Can emails sent to customers be customized?
Absolutely. Go to the notifications page in your FetchApp settings to update the content of all emails sent to your customers.
Product Questions
How many products can I have?
There is no limitation to the number of products you can create in your FetchApp account. Create as many as you'd like!
What file types are supported?
FetchApp supports any type of file, but we recommend that you compress each file (.zip file type) before uploading. This not only saves storage space, but ensures that files are downloaded to your customers computers rather and opening them in their web browser.
Selling Android apps? Files ending in .apk are automatically configured to have the correct MIME type for Android installation.
Can I sell digital and physical products?
Absolutely! Simply attach files to the items that digital, and remove the ones that are physical from FetchApp.
Can products have multiple files?
Yes! Every product can have multiple files associated with it. Even better, every file can be associated with several different products. This is ideal for those who sell bundles or large files that can be divided into smaller segments.
Partner Program Questions
Can I make money referring people to FetchApp?
Yes! By creating a FetchApp account you're automatically enrolled in the partnership program and provided with a unique URL code. You don't need a paying account to sign-up and become a partner. When new users signup for FetchApp using your code they are assigned as your affiliate for the life of their account.
Where do I find my partner code?
From the partners page in your FetchApp account click the referral code button to access your unique partner URL. You can update your code by clicking the edit partner button.
How much can I make as a partner?
We pay you 10% of monthly dues from every user that creates a paying FetchApp account using your partner code. There is no time limit on how long you can profit from your affiliates — you'll get paid commissions every month for as long as the account exists.
How do receive my partner earnings?
Each month any earnings you've made will be automatically deposited into your PayPal account. You can update the email account associated with your PayPal account by clicking the edit partner button on your partners page.
Support Questions
Where do I get help?
The comprehensive help documents on this site are an excellent resource to answer virtually all FetchApp related questions. This should be the first place you go for help.
How can I get in touch?
If an answer to your question isn't on the FetchApp site you can get in touch using one of the appropriate contact forms found in the connect section at the bottom of this page. We respond to inquiries Monday – Thursday unless it's an emergency.
How long until I get a response?
Our customer service team is available Monday – Thursday. During this time you can expect a response to your inquiry within hours (often times in minutes) from the time you contact us. If you contact us on Friday – Sunday we will promptly get back to you the following Monday. We are on call 24/7/365 for emergency situations.
Do you offer phone support?
No. All support is handled electronically to ensure your needs are well documented and our responses are knowledgeable, courteous, timely, and accurately satisfy the purpose of your inquiry.
How do I report a bug?
If you find a bug in FetchApp please report them using the bug form on this site.
How do I request a feature?
Do you have a feature suggestion that will benefit the majority of FetchApp users? You can submit your ideas using the feature request form on this site.