If you are a member with a free account, you can only download the free daily designs. You won't be able to download the rest of them. If you are a member with a 6-month membership and you still can't download, you will need to contact customer service and get them to help you.
tell me exactly what you are doing, and I will try to help figure out what is going wrong. Have you logged in first?
You must select the format that your machine stitches in and then when you press the download button you will be given the opportunity to find or save the file. Save it and open it to place it in your embroidery files. Hope this works for you.