Course Content
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Contacts
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Lists
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Creating a List
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List Confirmation
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Manage Your Lists
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Deleting a List
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Subscription: Auto-subscribe, Unsubscribe, Suspend, Resume
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Retargeting Not-Engaged Subscribers
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Exporting Contacts from my List
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Preventing SPAM Contacts
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5 Kick @$$ Strategies to Build your List
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Create a List Opt-in Form
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Utilizing More Than One Opt-in Form
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Integrating a Simplero Signup Form onto another Site
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Troubleshooting Opt-in Form Issues
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Auto-Responders
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Resending Auto-responders
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Deadline-Funnels
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Segments
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Notes and Tags
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Support Tickets
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Main Website
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Website Overview
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Website Settings
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Website Pages
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Website Blog
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Website Navigation
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Understanding SEO
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How to Customize Your Website Theme
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Save As Template Feature
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Editing your Theme Code
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Save Website to Phone Home Screen
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Create Your Own 404 Page
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Social Sharing
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Social Sharing Image
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How to Create Anchor Links
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How to Add a Custom Font to Your Simplero Website or Membership Site7:14
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How Can You Add the Pinterest Save Button to Your Website Images?2:21
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Split Tests
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Site Redirects and Shortlinks
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Why does Simplero remove my HTML code?
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Triggers
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Broadcasts
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Broadcast Overview
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Email Font Size
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Creating a Broadcast
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Quick Emails
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Send an Email to an Individual or Single Contact
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Resend a Broadcast
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Handle Replies to Mass Emails with Ease
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Expiring Links
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Insert Option for Broadcasts
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Magic Content URL
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Interpolation Keys
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Editing an Incorrect Link in a Broadcast
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Dripping a Page in a Broadcast
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Using Emojis
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Subject Lines and Preheaders
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Email Deliveries
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About Open Rates for Broadcasts and Auto-Responses
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How the Sending Limit Works
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What Do the Secretive Options Mean
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Why Simplero Doesn't Do Fancy Graphic Emails
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Delaying Normal Broadcasts During an Email Funnel
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What Is the Spam Check on Emails?
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Editing the email prefix and footer
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Creating a Button in a Broadcast
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Delivery vs. Deliverability
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Magic Login Link
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Code in emails
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Email Shows "Read" But not "Delivered"
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Troubleshooting Email Addresses
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Why is my E-mail not being delivered?
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Bounced Emails
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Spam reports
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Newsletters
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Landing Pages
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Affiliate Programs
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Automations
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All the Ways You Can Automate Things in Simplero
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Automations: Creating and Managing
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Starting an Automation
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Stopping, Pausing, Resuming an Automation
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Reentering or Starting Mid Automation
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Time Zone Specific Automations
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Flows
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Advancing a Flow in an Automation
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Duplicate Automations in Different Languages
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What is the Difference Between Automations and Auto-Responses?
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Email for automations
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Done For You Campaign
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Products
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Creating a Product
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Closing a Product
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Deleting a Product
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Creating Multi-Level Access Products
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Membership Levels
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Combining a Tangible Product With Your Online Product
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Tiered Pricing in a Single Product
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Evergreen Course
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Student Paced Course
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Connecting Content to a Product
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Selling a Downloadable Product
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Purchase Confirmation Thank You Page
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How to Create Product Prices in Simplero
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A Warning about Editing an Active Price
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Campaign and Discount Pricing
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Multiple Seat/User Pricing
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Secret Prices and Coupon Codes
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Subscription Prices
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Gift Pricing
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Pay-What-You-Can
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Price Restrictions
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Quoting Prices in Multiple Currencies
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Date Specific Installments
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Milestone Installments
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Trial Period (Free or Discounted)
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Giving a Paid Customer a Free Month
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Free Products
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Participant Limit
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Upsells
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Downsells
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Order Bumps
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Order Forms
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Order Form vs Freebie Link
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Authorize-Only Pricing
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Understanding Your Change in Monthly Recurring Revenue Graph
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Troubleshoot Price Issues
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One product - Two Languages
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A product for each language
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Catalog
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Purchases
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Participants 101 and Simplero IDs
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Purchases 101
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Editing a Purchase
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Charges & Payments Box in the Purchase
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Purchase Summary
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Moving a Purchase to Another Product
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Adding a Charge to an Existing Purchase
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Editing a Charge Amount
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Manual Product Purchase
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Manual Credit Card Charge
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Manual Payment or Partial Payment Collection
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Refund Period
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Full and Partial Refunds
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Credit to Transactions
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Collecting Money Outside Simplero
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Stop Customers Subscription Payments and Keep their Access Open
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Migrating a Customer's Purchases from Another System
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How to Test the Purchase Process and Send Login Credentials
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Can't access the content they purchased?
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Troubleshooting Stripe payment issues
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When a PayPal Payment Doesn't Show in Simplero
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QuickPay Payment Doesn't Show in Simplero
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Why do my customers have to manually go in and pay the next installment/renewal of their subscription?
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Troubleshooting Payments and Refunds
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Viewing Custom Questions On Order Forms
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Changing a Participants Email Address
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Receipts and Tasks
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Pipelines and Deals
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Membership Sites
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Creating a Membership Site
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Membership Site Blog
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Membership Site Forum
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Membership Site Pages
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One Membership Site with Multiple Products/Classes
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Site and Page Access
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How to Use Drip Content
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Membership Site Footer Navigation
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Membership Site Redirects
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Membership Site Theme
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Embedding Videos on Your Site
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Free and Paid Access to a Single Membership Site
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Dripping: A Visual Representation
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Membership Groups
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How to Use Engagement Badges
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Troubleshooting Forum Notifications
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Deleting a Membership Site
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Multi-Language Site
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Courses
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Events
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Media Library
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Uploading Media Files
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Video versioning
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Captions, Subtitles and Transcripts
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Image Sizes Across Simplero
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Can You Download an MP3 on an iPhone?
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Picking a Different Video Still
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PDF Stamping
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Protecting Your Content
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Editing Images
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Embedding Content
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Insert and Edit Media2:22
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Images on Order forms
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Restricting Downloads
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Troubleshooting Videos Not Playing
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Troubleshooting Upload issues
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Troubleshooting Lost Images
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Microsoft Says a File Has a Virus
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Worksheets
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Scheduling Links (Beta)
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Account Settings
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How the Trial Works
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How to See Your Account Overview
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Changing Your Time Zone
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Default Account Currency
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Default Account Email Contact Information
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Account Location and Language
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Account Terms
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Cookie Consent Banner
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Using Your Custom Domain (URL) With Simplero
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GoDaddy Domain
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UnoEuro Domain
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Setup a Custom Email Domain
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Understanding DKIM and SPF
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Preferred Sender Program
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Add an Email Filler Copy
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Billing at Simplero
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How to Change Your Plan and Billing
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Account Administrators
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Setting Labels
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Merging Multiple Simplero IDs
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Password Security
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Submitting a Feature Request
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Submitting a Help Ticket
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Simplero Account FAQ
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Closing your Account
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Your First Three Wins
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Getting In-Person Help with Concierge
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Global Snippets7:18
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Running an International Business
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Simplero Translation
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GDPR and DPA Agreement
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GDPR Consent
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Right to be Forgotten
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NPS Surveys
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How to Get Help in Simplero
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Marketing Settings
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Sales Settings
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Payment Processor Setup
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How to Configure PayPal Payment Processor3:15
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How to set up PayPal Payouts
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How to setup MobilePay
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Authorize.net
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Understanding the Manual Payment Processor
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Switching Payment Processor Mid-Stream
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Credits (soon to be known as Points)
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Global Coupons
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Collecting Tax
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EU Vat
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Taxes on Multiple Currency Products
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Collecting an Outstanding Balance
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Troubleshooting Payment Processor Issues
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Default Opt-in Box on Order Forms
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Renewal Notifications
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Receipt Settings
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Retrying Failed Charges
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Contacts Settings
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Integrations
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Using Simplero With Your Existing Website
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API Keys
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Leadpages
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WebinarJam
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EverWebinar
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How to Integrate Simplero with Mailchimp
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How to Integrate WiserNotify With Simplero
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How to Integrate Group Collector With Simplero
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How to Integrate Interact Quizzes With Simplero
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Zapier
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Pipedream
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How To Use the Zoom Integration
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Acuity Scheduling for Bookings
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Twitter
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TikTok Pixel
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Embed a Facebook Page Widget
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Debug a Facebook or LinkedIN share
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Facebook Pixel and Verifying Domains2:12
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Facebook Messenger Chat
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Embed Your Google Docs, Sheets, and Slides into Simplero
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Use Merge Fields to Register a Subscriber for a Webinar
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Deprecated Features
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Spaces (deprecated)
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Troubleshooting Space Access (A deprecated feature)
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Space FAQ (deprecated)
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Space and Space Page Access (deprecated)
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Page Types (deprecated)
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One Space Multiple Products/Classes (deprecated)
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Free Spaces and Spaces with both Free and Paid content (deprecated)
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Multi-Language Spaces (deprecated)
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Postponing Access to a Space Until Later (deprecated)
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Rearranging the Tabs/Pages/Subpages Within a Space (deprecated)
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Embedding Videos in Your Spaces (deprecated)
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Resurrect a Deleted Space (deprecated)
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Podcast Feature in Spaces (deprecated)
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FAQ Page in Your Space (Deprecated)
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Adding a Home Link to the Navigation Menu in Spaces (Deprecated)
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Deactivating Landing Pages (deprecated )
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How to Embed a PDF into a Course
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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:
- 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
- You will see the list of contacts and the Flows of the automation
- 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 dripped? 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.
- Select Lists & Contacts from your Simplero Dashboard
- Select the Contacts tab
- Locate and click on the contact name
- You'll be directed to the contact overview page
- Scroll down to the Membership sites they have access to section
- 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 dripped pages in the membership site, 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 taking screenshot or screencast as it's super easy for customers to use.