video download files are not attaching to email

I bought a video as a test to see how download worked, it did not.

I got the email with a receipt for the video ordered but no download link.

We went into the orders page and had to click on “complete” in order to get email with download link.

Do you have suggestions as to why it is not forcing downloads?

we set the settings to “Force Downloads” and to "Grant access to downloadable products after payment"
This link to site:

Thank you in advance for your help!