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please try to contact itch.io support

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Support can't help with specific games, unless the issue is related to the site or app. If you offer the game with no warranty, you should say so. Thanks. See also: this forum topic.

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He can't purchase\ download  the file because of unknown reason. What actually we can do with it? The only warranty we can provide is a free demo, so you can make sure the game is working on your device.

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If the issue is with buying and/or downloading, then sure, it's an issue for support.