Troubleshoot buyer access after purchase
Buyer access problems usually happen when payment succeeds but delivery, members area access, ebook files, or links are incomplete or misconfigured.
Access areas to check
| Area | What to verify |
|---|---|
| Sale status | Buyer should have an approved or completed purchase before access is granted. |
| Product type | Delivery should match course, ebook, software, service, community, or link delivery setup. |
| Members area | External platform and callback URL should be configured correctly. |
| Ebook file | Ebook product should have a file uploaded and attached. |
| Delivery links | Link delivery products should have valid labeled URLs. |
| Subscription status | Recurring access may depend on trial, active, overdue, or canceled status. |
| Customer history | Purchases and subscriptions should match the buyer email and support request. |
Troubleshooting workflow
- Ask for the buyer email and purchase context.
[Screenshot: Support ticket — buyer email and purchase date captured.]
- Confirm the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Sales and verify the sale status.
[Screenshot: Sale detail — approved, pending, or declined status visible.]
- Open Customer history to review purchases and subscriptions together.
[Screenshot: Customer history — purchases and subscriptions for buyer.]
- Check the product type and delivery method.
[Screenshot: Product settings — delivery method matches product type.]
- Review members area, ebook, or delivery link setup.
[Screenshot: Delivery configuration — members, ebook, or links configured.]
- For subscriptions, confirm the subscription is active or eligible for access.
[Screenshot: Subscription detail — active or trial status for buyer.]
- Test the buyer path or resend instructions when appropriate.
[Screenshot: Buyer path retested — access instructions resent if needed.]
- Escalate with evidence if the configuration looks correct but access still fails.
[Screenshot: Escalation package — sale ID, delivery config, and buyer email documented.]
Common causes
- Sale is pending, declined, refunded, or charged back.
- Buyer used a different email than expected.
- Product delivery method is incomplete.
- External members area callback URL is wrong.
- Ebook file was not uploaded.
- Delivery link is missing, expired, or invalid.
- Subscription is canceled, overdue, or not connected to the buyer record.
Best practices
- Test delivery before launch.
- Keep checkout copy aligned with the actual delivery method.
- Use customer history before manually granting access.
- Document support actions when access is resent or manually corrected.
FAQ
Should I grant access if payment is pending?
Be careful. Confirm the seller's policy and payment status. Many workflows should only grant access after approval or completion.
What should I check for ebook access issues?
Confirm the product is an ebook product, the sale is approved, the file is uploaded, and the buyer is using the correct email or access path.
What should I check for members area issues?
Review the external members area selection, callback URL, product setup, sale status, and whether the external platform received the buyer correctly.