If your client says they downloaded the document from the secure email link and the browser shows “Document already downloaded”, but they cannot find the file on their iPhone, iPad or Mac, use the suggestions below.
Find the document on a Mac
Ask the client to use Spotlight search (the magnifying‑glass icon in the top right corner). They can type part of the document name. For example, if your documents usually include the client’s name, ask them to type their name. Spotlight will search the entire Mac. When they locate the file, they can double‑click it to open the PDF.
If they prefer, they can use the Finder app to search for the document instead of using Spotlight.
Find the document on an iPhone or iPad
Ask the client to open the Files app. Any downloaded documents should appear there. They can tap the file to open it.
Check pop‑up settings
Pop‑ups must be allowed for downloads to work. Refer to Download settings iPhone or Mac for more details.