A buyer paid but cannot get into your course? Match their records, then choose the symptom below.
For solo course sellers · Official instructions checked September 8, 2026 · Not a hands-on test · No affiliate links
First, match three records
Paid order + checkout email + course enrollment
Ask privately for the course, checkout email and order reference. Match them to your seller records. A mailing-list contact is not a course enrollment.
Cannot match them? Pause. Resolve unclear payment with the payment/order provider; verify different buyer and learner emails before moving access. Check refunded, disputed or removed access against your records. Do not charge the buyer again.
01 / No email: resend once
For the verified buyer’s existing course enrollment:
Assets → Courses → Students
Open the student’s email → Enrollments → the course’s three-dot menu → Resend the access email.
Check the recipient before sending. Note the time and ask the buyer to check inbox and spam. “Sent” does not mean “lesson opened.” If this does not help, follow their next symptom below instead of repeatedly resending.
Official resend steps and screenshots ↗
02 / Cannot sign in: reset in the right place
Send the verified login page for your training space, not a seller signup page. For an existing student, use its password-reset option with their registered email. The buyer completes the reset privately.
If reset email also fails, keep the case open and contact support. If they can log in but cannot see the lesson, check access next. Official student reset guide ↗
03 / Missing lesson: check the access promise
Compare the course, access type, release date and expiry with the purchase. Check the correct training space too. A password reset cannot fix missing enrollment.
Enrollment missing? Read before adding a student
Verify entitlement and confirm there is no active enrollment for the same recipient and course. Check the offer’s course resource against the official selling setup.
If authorized, use Assets → Courses → select course → Add student. Match the purchased access, release conditions and expiry; if you cannot reproduce them, stop and ask support. See the official manual-enrollment guide. Saving sends an access email.
Log this as manual recovery. It does not prove automatic enrollment works for the next buyer.
Still blocked? Hand the case over.
If a record/control is unavailable, payment stays unmatched, or resend and the relevant login check fail, contact the appropriate provider. Keep the case reference and give the buyer your next update time. Never request passwords, card details or private reset links.
Ready-to-use replies & case note
Open only what you need. Replace brackets before sending privately. This page does not send messages or save your notes.
Copy: first reply
Hi [name], I’m sorry you cannot access [course]. Please send the checkout email and order reference, if available, and tell me if the learner uses a different email. Is the email missing, login failing, or a lesson locked? Please do not purchase again or send passwords/card details. I’ll update you by [date, time, time zone].
Copy: after you actually resend
Hi [name], I checked your enrollment for [course] and requested a new access email at [time, time zone]. Please check inbox and spam. Can you sign in and open [lesson]? If not, tell me which step fails without sharing private links. I’ll follow up by [date, time, time zone].
Copy: after contacting support
Hi [name], [issue] remains unresolved after [checks]. I have asked [provider] to investigate. Please do not purchase again. I’ll update you by [date, time, time zone], even if I am still waiting.
Copy: private case record
Match
Case / course / private order and student references:
Payment state / check time:
Email, enrollment and promised access match:
Action
Symptom / action / recipient / operator / time:
Sending confirmation seen:
Manual recovery used / underlying cause:
Outcome
Buyer received email: yes / no / no reply
Promised lesson opens: yes / no / no reply
Next action / owner / update deadline:
Done means the lesson opens.
Close the access issue when the learner confirms the promised lesson opens, or equivalent learner-side evidence exists. No reply means awaiting confirmation. Track any broken automation separately.
Before the next buyer, use a controlled test identity for the failed step. The delivery checklist separates access tests from purchase-triggered delivery. Live purchases/refunds can incur costs. A manual recovery is not a completed payment test.
Sources, scope & what we have not tested
Prepared September 8, 2026 with AI assistance. The four official guides linked above were checked on that date. The branch structure, replies and record are editorial tools, not observed customer outcomes. We have not performed a purchase, resend, inbox or lesson-access test, measured delivery speed, or validated this workflow with real readers.
Torimonn SaaS Notes 