Can't access the content they purchased?

We sometimes get supports tickets along the lines of "my customer doesn't have access and I don't know why." This guide is going to guide you through the things to check to see what the issue may be.

Before you do anything else, you want to confirm that they are logging into Simplero with the correct user ID and password.  It is important to note that some customers may have purchased content from other Simplero accounts and used different email addresses to do so, or even purchased different content from you and used a different email address to do so and in turn generated themselves multiple Simplero IDs. If this is the case there is a guide for them on how to merge their Simplero IDs. If the Simplero ID is not the issue, be sure to have them try and reset their password to see if it is a password issue.

It's also a possible, that the user used an incorrect email address to access the content. Maybe they mistyped it when they purchased access, or they're mistyping it when they're trying to sign in. You might notice this when looking in your backend and see that their emails are bouncing. If this is the case you'll want to check out our guide on how to change a participants email address. This will walk you through making the change and reissuing their Simplero ID.

If they are still having issues logging into Simplero they can try from a different browser or device. Occasionally there may be a cookies issue and this would correct the problem. 

If the content they are trying to access is a downloadable file such as a PDF, MP3 or MP4 you want to confirm that it is properly connected to the list or product via the content screen. 

If the content they are trying to access is a space, we want to check a few things:

1) Is the space connected to the product? Or, do they get access to the space through an automation?

a) If the spaces is connected to the product go check and make sure it is actually connected to the product and jump to step 2.

b) If they get access via an automation to the space we want to check that the product itself has the trigger to start the user in the automation and that they did in fact enter the automation. You'll be able to see all the people who have entered an automation by clicking the number in the right hand side bar next to the text "All flows". Verify that their name is on the list

2) Once you've verified that they were given access to the space, we want to check if they were given access to the specific page they're trying to access:

1) Check your page settings.

Is it published? If it's published, is it viewable by everyone or just specific products? If it's only viewable by a specific product, is the product that they purchased checked off on the list?

Is the page auto-published? If so did you also grant them access to that page either via a broadcast, a trigger, or a line in an automation?

A quick way to check both steps 1 and 2 is to search for the user in your contacts, click on their name and scroll down to the section titled "Spaces they have access to." Here you will find a list of all the spaces they have access to. The second column "Through" tells you if that space was connected to the product or through an automation. If you click the "Manage access" link, you will be presented with a modal showing you which auto-published pages in the space, the user has been given access to.

If everything is set-up correctly and the customer still says they cannot access their content, we recommend they make a screencast so everyone can see what's going wrong, and how. We recommend Screenmailer for one-off uses as it's super easy for customers to use.