Visitors can download only when downloads are enabled and the link is available to them.

Check the link's download setting

Open the share settings for the link and confirm that Allow Downloads is on. If Allow Downloads is off, visitors will not see the supported Download control.

A link can be public or password-protected; a visitor must unlock a password-protected link before its normal content and controls are available.

Where visitors download

• On Web, a visitor opens the … menu on a file or folder row in the shared folder and chooses Download. The menu sits at the right edge of every row and is always visible on desktop and mobile.

• In the iPhone app, a visitor is asked to sign in before Traklist completes the download and opens the native share or export flow.

Confirm what the row menu shows

Ask the visitor to open the … menu on any row and tell you what it lists.

• If it lists Save or Download, downloads are enabled on the link.

• If it shows item details instead, such as file size and file type for a file, or file and folder counts with a total size for a folder, the link is view-only and Allow Downloads is off.

Save also requires the visitor to be signed in, so a signed-out visitor sees only Download even when downloads are enabled.

If Download is visible but fails

Ask the visitor to try again, then contact support if it still fails. Include whether it is a file or folder, whether the problem occurs on Web or in the iPhone app, and the shared-link address.