A member paid but can't open content
Use the access check on the member's detail to see exactly which gate is blocking them.
Open the member's detail and run an access check on the content they can't open; it shows which gate passes and which one blocks them.
- In Members, open the Members tab.
- Search for the email they used at checkout.
- Click the open button at the end of their row to see Member detail.
- Under Access check, search for the course, post or offering in Find content to check and pick it.
- Read each gate: Member account, Content tier, Purchase, Subscription and Coaching credits. The one marked Fail is the cause.
- If every gate passes but they still see a paywall, ask them to sign out and log in again so their access refreshes.
If this didn't work
- They bought with a different email. Search for that email instead. If they have two accounts, Merge accounts moves everything from one onto the other.
- Their account isn't verified or is suspended. Use Resend verification or Reactivate in their member detail. Content for registered members needs an active, verified account.
Check the cause before changing access or asking for another payment. Grant access (free of charge) is a separate action that only people who manage members can use, and it isn't proof that a payment went through. If you can't tell whether a payment completed, don't charge them again: send us the time and the payment reference.