When a buyer pays, they get access straight away, to the email address they typed on your checkout page. The receipt they're emailed ("You're in", followed by the product name) has a Go to your courses button that signs them in. Most "I paid but can't get in" messages come down to one of the reasons below. Work through them in order.
Who can do this
- Owners, admins and staff can find the order, resend the receipt and change a contact's email address.
- Owners and admins can give someone access by hand.
First, find the order
- Go to Revenue → Transactions and search for the buyer's email address.
- If you find the order marked Paid, the payment went through and the buyer has access. Go through the reasons below.
- If there's no order, the payment didn't complete. See A buyer's payment didn't go through.
They can't find the receipt
The receipt may be in spam or promotions, or they deleted it.
- In Revenue → Transactions, click the order to open Order details.
- Click Resend receipt, then Send receipt. The new receipt has a fresh sign-in button.
They can also sign in without the email: on your school's sign-in page they enter the address they bought with, and we email them a code. See the student guide Sign in to your courses.
They're signing in with a different email
Access goes to the email typed at checkout, and signing in only finds courses bought with that exact address. A buyer who paid as jo@work.com and signs in as jo@home.com sees nothing.
- Ask which address they used at checkout and have them sign in with that one, or
- change the address on their contact record: open the contact, and on the Info tab change Email. Their purchases follow the new address.
If saving says "A contact with this email already exists.", the other address is already a separate contact. Give that contact access instead: see Give or remove product access by hand.
No receipt was sent at all
No receipt is sent when Send purchase receipts is off, or when the offer's post-purchase email is set to send nothing. The buyer still has access: point them to your school's sign-in page, where they sign in with the address they bought with. See Purchase receipts and their reply-to address and Receipts and the post-purchase email.
The payment is still clearing
Some payment methods, such as a bank debit, take a few days to clear. Straight after paying, the buyer sees Payment processing. instead of You’re in., telling them the receipt follows once the payment clears. Access and the receipt only arrive then. If it fails, nothing is granted and you get a Failed payment email. See Transactions, refunds and chargebacks.
The course is unpublished
If the buyer signs in and sees "This course isn't available right now", the product is unpublished. Publish it again and their access comes back. Lessons that are still drafts don't show to buyers either. See Publish or unpublish a course.
Emails to them have stopped
If the sign-in page says "We can't email that address right now", an earlier email to that address bounced. Check the address on their contact record for a typo and correct it.
It was a gift
The person the gift was for gets access straight away, with no code to redeem, and an email ("You've been gifted", followed by the product name) with a Start learning button. If they didn't get it, check the recipient's address on the order. If receipts are off, the gift email isn't sent either.