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 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.
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:
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.