A member can't sign in or reach their course

Members sign in with a code we email them, never a password, so almost every "I can't get in" message has one of a handful of causes. Work through the one that matches what your member sees. For a buyer who paid and has no access at all, start with A buyer paid but can't get in.

Who can do this

Anyone on your team can open a contact and check their access on the Products tab.
Owners, admins and staff can change a contact's email address.
Owners and admins can give access by hand.

First, check the contact

Go to Contacts → All people and search for the address the member says they use.
No contact found? They're signing in with a different email from the one they bought or signed up with. Ask for their other addresses and search again.
Open the contact and click the Products tab. Each product shows a Status: active or completed means they have access; revoked means their access ended (see "Your access has ended" below).

The code email didn't arrive

Ask them to check spam, junk and promotions folders, and to search for your school's name. The email's subject is the code followed by "is your sign-in code".
Check they typed the same address that's on their contact record. A typo sends the code somewhere else.
"We can’t email that address right now. Please contact support and we’ll sign you in.": we've stopped emailing that address, usually because an earlier email bounced. Check the address on their contact record for a typo and correct it. If the address is right, contact Zinstruct support from the email you sign in with.
"We can’t send email right now. Please try again in a few minutes.": sending is briefly unavailable. Waiting a few minutes fixes it.

Sign-in codes are account email, so they still arrive when someone has unsubscribed from your marketing, and when marketing email from your sending domain is paused.

The code didn't work

The member sees "That code didn’t work. It may have expired or already been used — if you opened the link in the email, you may already be signed in in that tab. Send a new code to try again here." The usual causes:

They used the link instead. The code and the link in the same email are one sign-in: using either uses up the other. If they clicked the link, they're already signed in in the tab it opened. The code page notices and follows along on its own while it stays open.
They asked for a new code. Every new code cancels the earlier ones, so an older email's code stops working. Use the code from the newest email.
The code expired. Codes work once and expire. Send a new code on the same page sends a fresh one.
Their work email scanned the link. Some company mail systems open links to check them. That's safe: our link only signs in when a person presses Sign in on the page it opens. If the link looks changed or is cut short ("That sign-in link is incomplete. Enter your email to get a new code."), type the code instead.

"We couldn’t confirm you’re not a bot"

Sign-in, join and free-claim forms run a quick check that the visitor is a person before emailing a code. Most people never see it; sometimes it shows a small box to tick. Until it finishes, the button stays greyed out.

"We couldn’t confirm you’re not a bot. Please reload the page and try again.": the check didn't finish. Reloading the page fixes it.
The button never turns on, or "The “are you human” check didn’t load.": a browser extension, privacy setting or network filter is blocking challenges.cloudflare.com. Ask the member to allow it, or to try another browser or network (for example their phone's mobile data).

"Too many attempts"

"Too many attempts. Please wait a few minutes and try again." appears after too many code requests or wrong codes in a short time. It protects your members from someone guessing codes. Ask them to wait 15 minutes, then request one code and use it straight away.

Opening the same email button again doesn't add to this. Within 10 minutes of a code being sent, the sign-in page in that browser goes straight to the code step instead of sending another, so the code already in their inbox keeps working. Send a new code is still there if they need one.

Signed in somewhere, but your website still asks them to sign in

A member stays signed in on one web address at a time, on that device and browser. Your school's website (yourname.zinstruct.com, or your own domain) and app.zinstruct.com are separate addresses, so each needs its own sign-in:

The buttons in your receipts and lesson emails open your school's website, so a member who signs in from an email is signed in where they browse. Emails sent before 18 October 2026 open app.zinstruct.com instead, and a member who signs in there is asked again on your site.
On app.zinstruct.com their library lists courses from every school they learn with. On your school's site it lists only yours.
When you connect your own domain, your yourname.zinstruct.com address forwards to it, so members sign in once more on the new domain. See Connect your own domain.
A different browser, a private window or another device always needs its own sign-in.

Their library is empty

"You’re all signed in" with nothing listed, or only your catalog under Discover: they're signed in with an address that has no access. Check the contact, as above. If they bought with another address, have them sign in with that one, or change the Email on their contact record: their access follows the new address.
They're on another school's site. On a school's own site, the library shows only that school's courses.

"Your access has ended"

The library says Your access has ended when everything they had is revoked. The contact's Products tab shows those products as revoked. Access ends when a subscription ends or is cancelled, a one-time purchase is refunded, or an automation runs Revoke an offer. To give it back, see Give or remove product access by hand.

The course or a lesson won't open

"This course isn’t available right now": the course is unpublished. Their access is kept and comes back when you publish it again. See Publish or unpublish a course.
This lesson is locked: the lesson opens later, on a drip or schedule date, or after another lesson is finished. The panel says which. The student guide is Locked lessons and free previews.
Page not found on your school's site: the link is for another school's course. Each school's site opens only its own courses.

Someone else's account opens

On a shared computer the browser may already be signed in as someone else. They should open Profile, click Sign out, and sign in as themselves.

How your members sign in
A buyer paid but can't get in
Give or remove product access by hand
Sign in to your courses (the student guide)