I'M STUCK, HOLLY! I NEED YOUR HELP!
No worries! I'm here to help. However, I ask that you please read through this page to see if you can get a solution to your problem first.
My office hours are Monday through Friday from 10 a.m. to 4 p.m. MST and I'm off weekends and holidays. Please allow up to a 48 hour response to some questions (most times much earlier). By reviewing the solutions below we can save you a lot of time!
MY DOWNLOAD LINKS DON'T WORK
This is the most common support request we receive. And, most of the time it's because you're trying to download via your email receipt - and sometimes we have to update our download links. There is simply no way to update emails with links that automatically have left the server.
Therefore, we ask that you login to your shoppe account and locate your order. From there, you can access your download links. These will ALWAYS be the most updated links. You can find this login in the SHOPPE page's very top menu (blue). Or by clicking here. Please note that our shoppe is a different domain from this site, so you will need to click on SHOPPE in the menu to go to the shoppe.
If for some reason you're still having issues with your download, please keep reading before submitting a ticket.
MY DOWNLOAD IS ASKING FOR A PASSWORD OR IT WON'T FINISH DOWNLOADING
If you're trying to download your order via your iPad and you're using the cellular service vs the wi-fi you may never be able to download these larger files. Apple's iOS has a throttle on downloads.
We recommend using your computer to download your order, unzip the files and transfer your files to a cloud service like DropBox or iCloud. Then, you can access your files via those apps on your iPad.
If you don't have a computer, please try switching to WiFi to download your order. If this still doesn't work, your ISP (Internet Service Provider) may be throttling your downloads to your device. Some people have found success by going to a neighbor's house with different Internet service or rebooting their routers.
If you aren't on an iPad Pro and you're using a different iPad Model, you'll probably not be able to download large files because those machines don't have enough RAM. We have found that people with models other than the iPad Pro often can't open a .PROCREATE file.
If you're on an iPad Pro and still having issues with your download, please submit a support ticket with our order number.
How Do I Download and Install the Companion Workbook + Procreate Guides?
If you purchased this set, here, this is how I have explained how to set these up. Choose your option based on how you are buying and downloading your product purchase files.
Purchasing & Downloading on the Computer
to transfer to iPad Pro
Purchasing & Downloading Directly
on the iPad Pro
OTHER COMMON QUESTIONS
Dropbox is showing files grayed out, what do I do? First off you need to make sure you're trying to open Procreate files if you're importing them into Procreate. Procreate will not take a PDF file nor open a zip file. If you're sure you're trying to import a .PROCREATE file that you have unzipped then try rebooting your iPad. Make sure you're using the most updated version of Procreate and your iOS is updated as well. If that doesn't help, try putting your files in the iCloud services instead of Dropbox.
I don't know how to open my files. I have lots of videos based on the top of files you're trying to open. If you click on the product in the shoppe and read the description you'll find video links to how to use those files.
Can I change the brush settings of your brushes that I purchased? You can alter them to fit your needs. However my brushes are protected by copyright so you cannot re-share your versions based on mine or sell them to anyone.
How do I install the free Durango brush or any brush? I have videos for that! Click here.
Can I get help with brush lettering? I don't provide any individual one on one support at this time for helping you learn brush lettering. You can join our free community to ask questions and get help from everyone there.
The brush I bought writes really jagged! Okay that means your Apple Pencil sensor is probably broken. Try switching it out with the extra one that came with it and see if that helps. Or, perhaps your Apple Pencil tip isn't screwed on all of the way. If neither of those works try rebooting your iPad Pro.
Can I use your Procreate files and brushes on an iPad different from iPad Pro? Possibly, but most older iPads can't handle the file size of Procreate files because they don't have enough RAM. Purchase at your own risk as I cannot provide refunds.
The free Durango Brush link doesn't work in my email? Okay, try signing up again and use the link on the website that it will redirect to. Sometimes, the email links can cause you to have problems. You'll only be signed up one time per email address.