Portal download is stuck on "Your file is processing"

💻 Environment/Context

• Portals
• Download
• Notifications

❓ Issue/Question

• Me and my coworkers have been unable to download this file
• After clicking Download, Generating order download appears and the file stays on Your file is processing. The download never starts and no download email arrives

👌 Resolution/Answer

• Download the file from Notifications
  • In the portal, click the bell icon in the top navigation to open your Notifications
  • Find your download order
  • Click Download on the order to save the file to your device
• If the issue persists, please reach out to the ScorePlay Support team via Live Chat

🔖 Notes

• The file can be ready in Notifications while the download screen still shows Your file is processing
• Media downloads from the portal are not initiating 
• Where can I check the status of my bulk download?