Step 1: Confirm the payment
First confirm that the payment was completed successfully. If the payment failed, the buyer may not have access.
Step 2: Check the buyer email
Make sure the buyer is using the same email address used during purchase or registration.
Step 3: Check product type
Access works differently depending on the product
Challenge - the participant may need to use the Master Link or correct email.
Paid Group - the member may need the group redirect link and active member status.
AI Agent - the user may need active exclusive access or subscription.
Payment Link - the buyer may need the post-purchase email, redirect link, or uploaded file link.
Step 4: Check delivery settings
For content delivery products, confirm that the buyer selected the correct delivery channel and completed verification if needed.
Step 5: Check access status
For subscriptions, check whether the subscription is active, failed, cancelled, or manually changed.
Step 6: Contact support
If access still does not work, contact support with
Buyer email
Product name
Payment date
Error message
Screenshot if available
Related articles
Troubleshooting Paid Group Access, Redirects, and Failed Payments
Troubleshooting Post-Purchase Delivery and Redirects
Free Challenge Participant Troubleshooting