My store is not releasing download links

I have one customer only who says she doesn't have the links to the products she purchased. She has paid, her payment cleared PayPal, she has logged into her account and the links aren't showing up there. When I look at her account it shows she hasn't downloaded anything, so I'm not concerned that it's some sort of scam. What the heck is going on? She has picked up freebies from our store with the same issue, never gets the DL links. Anyone ever have this happen?

When you look at her order in your admin area, what's the Order Status set to?

The order status says "Processing" but that's what they all say.

And, when you're looking at that particular order, do you see the actual files listed for download? Or is it just a product that should be downloadable.
Sometimes people misconfigure the downloadable file attributes, and let customers pick the product but skip picking the attribute, and thus the downloadable file isn't actually linked to the product, and thus isn't downloadable.
So, does the downloadable file attribute show in the order details?

If it does, then the files will be listed along with download counts used vs remaining, as well as an expiry date. If the expiry date has passed, then the download of course will not be enabled.

And, on the customer's side, does it mention the downloadable item? Does it have a disabled download link, or just no mention of one at all?

What are all your settings in Admin->Configuration->Attribute Settings? Normally you shouldn't need to change these from their defaults.