Customers not able to access their downloads

A customer recently purchased a downloadable product from my site. In the past, their order confirmation would have a link they could click to access their downloads automatically. But this customer reported:

"When I click on the link, it takes me to login to my account, but its still saying that I have not made any previous downloadable orders. However, when I go to orders, it says status is complete."

How can they access their downloads automatically, without me having to manually email it to them upon seeing their order? This used to be a functional feature, but now it does not seem to be?

Double-check that the order meets the 'Complete' status set in System > Settings > Option tab. Downloads are only activated for customers when the order is assigned one of those statuses.

If that is already set properly, then I'm not sure what's going on. It could be a bug in your OpenCart version (though I haven't heard of anyone else reporting this) or it could be due to another mod in your store. If nobody else replies to this topic with helpful information, consider hiring someone to look into this for you. If you need to find a developer, you can post a request in the OpenCart "Commercial Support" forum, which is checked by a number of OpenCart developers. You can also try checking out the OpenCart "Partners" area.

Since I still can't figure out what the problem is here, how/where can I edit the email that the customer receives, so I can let them know that I will be sending them their download manually?

Currently, based on what the customer forwarded to me, this is what it says:

"Thank you for your interest in customyarn.com products. Your order has been received and will be processed once payment has been confirmed.

To view your order click on the link below:

https://www.customyarn.com/index.php?ro ... er_id=2683

Once your payment has been confirmed you can click on the link below to access your downloadable products:

https://www.customyarn.com/index.php?ro ... t/download"

If you want to add or change the verbiage you can do so from the language file.
If you run multiple languages then do so for each language (e.g the above is English so using en-gb)