Customer still hears watermark

I have a customer who recently bought a license but they contacted me and said they still hear the watermark. I told them that they should have gotten a zip file containing the unmarked files but they never received a zip, only audio file. Has anyone else ran into this problem? For now I just sent them the zip via email but maybe I need to contact Audiojungle about this?

are you sure he’s one of your customer ?

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I’m pretty sure, it’s only my second sale so far lol and their email address matches the name of the company that bought it.

They have to manually download the zip file from their downloads page at - it sounds like they used the “Download Preview” button instead.

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Thanks, I’ll let them know that.