Step 1: Check whether the member is active
Open the subscribers screen and confirm that the member has active access. If the subscription failed or was cancelled, CommuniPass may remove the member from protected content delivery.
Step 2: Check the delivery channel
Members can receive exclusive content through their selected delivery channel. Confirm that the member selected the correct channel and that the contact details are correct.
Step 3: Check the scheduled content
Make sure the content was scheduled for the correct date and time. Confirm that the content includes the correct title, text, file, link, or video.
Step 4: Ask the member to search messages
If the content was sent by email, ask the member to search inbox, spam, promotions, and all mail for CommuniPass. If the content was sent by WhatsApp or another channel, ask them to search for the CommuniPass conversation.
Step 5: Check whether the member lost access
If a payment failed or the subscription was cancelled, the member may no longer receive protected content.
Step 6: Update the member manually if needed
Creators can add or remove members manually through the subscribers screen.
Best practices
Keep content scheduled in advance, confirm member access before support escalation, and remind members to use the correct contact details.
Related articles
Troubleshooting Paid Group Access, Redirects, and Failed Payments
How to Schedule and Deliver Protected Content in a Paid Group