URGENT Paypal payment cleared but no file to download

My Paypal payment has cleared and I have a transaction ID and a confirmation email from Paypal  but there is no file to download in the download section of the dashboard.
The purchase is also marked as ‘processing’ even though the payment has been made. 
I received your account confirmation email but nothing to say where where to download the file. I have also checked my spam mailbox.
Please fix this immediately.