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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.


Are they logging in with the correct Simplero ID and Password?

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 you or other Simplero accounts and used different email addresses 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 possibility, 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. 


Have they been given access to the content?

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 Membership Site, we want to check a few things:

  1. Is the Membership Site connected to the Product? Or, do they get access to the Membership Site through an Automation? 
    • If the Membership Site is connected to the product go back and check to make sure it is actually connected to the product and jump to step 2.
    • If they get access via an Automation to the Membership Site we want to check that the Product itself has the trigger to start the user in the Automation and that they did, in fact,t 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
    • Select Automation from your Simplero Dashboard
    • In the Automations tab, locate and select your automation
    • Locate the Step where the contact is in and click on the contacts or click the number for all contact in the right-hand sidebar under the Contacts

      Verify_contact_is_part_of_Automation_Flows
    • You will see the list of contacts and the Flows of the automation

      Flows_view_of_contacts_in_automation
  2. Once you've verified that they were given access to the Membership Site, we want to check if they were given access to the specific page they're trying to access:
    • 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.

  1. Select Lists & Contacts from your Simplero Dashboard
  2. Select the Contacts tab
  3. Locate and click on the contact name
  4. You'll be directed to the contact overview page
  5. Scroll down to the Membership sites they have access to section 

    Participant_site_access_in_troubleshooting
    • The first column you will find a list of all the membership sites they have access to
    • The second column under the "Through" tells you if that site 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 membership site, the user has been given access to

      Manage_or_give_access_to_participant

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 taking screenshot or screencast as it's super easy for customers to use.

Last updated 3 Dec 2018.
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