Download history not registering all downloads

Hi there 👋

We’ve been using this plugin for a couple of months with great joy. Yet, there is an issue that is growing on us.

We use the download history feature to check the amount of files a user has downloaded. We sell subscriptions, with a refund policy. If you have downloaded over a certain amount of files, you are not able to receive a refund (to avoid misuse of our terms).

In the past, we had multiple people requesting a refund where they explained certain issues with the files they have downloaded. Yet, when we check their history, it says the user hasn’t downloaded anything. The explanation about our files by the users are so specific, that’s absolutely impossible that they haven’t downloaded any files yet.

So, the question is; why is the plugin not registering every download? This makes our refund process very difficult. Users can only download while logged in.

Thanks!

Example:

This user, when checked in the WP user list, has downloaded 4 files:

But when I check the history page and lookup the username, he has downloaded 0 files:

For most users it seems to work, but it stops working on randmom users. It doesn’t make any sense.

Thanks!

“Have you tried turning it on and off again?”

But no, the plugin is up-to-date, re-actived it, the issue still persists.