First things first, please

Make sure the plugin is updated to its latest version
Please clear your hosting and plugin cache.
Caching speed up your WordPress site but may also cause issues with our plugin. Themepunch has a great tutorial on how to clear your hosting and plugin cache.

In order for us to assist you better, please provide us these information & files when contacting us:

Please send us (a screenshot of) your htaccess files
Put these lines on your wp-config.php
```
define( 'WP_DEBUG', true);
define( 'WP_DEBUG_DISPLAY', true );
define( 'WP_DEBUG_LOG', true );
```
Send us your debug.log file located under your WordPress wp-content folder
What hosting are you using?
Do your hosting and/or website use any cache plugin?
In case your protected files don’t work, please provide us a sample of both original and private URL.
For example,

Original URL: http://www.buildwps.com/wp-content/uploads/2017/04/sample-download.pdf
Private URL: http://www.buildwps.com/hello/592286af465e7
Are all your protected files still accessible or the problem only happens to a certain file types (i.e. PDF) only?

Support Information