A customer can't access their purchase - checklist

The checklist

1. In Store → Orders, search for the customer’s email address.
2. Confirm the payment has a successful status.
3. Check the exact price variant on the order.
4. Open the product and look at what is set in the After purchase section.
5. If it is a file, check that it is active and can be downloaded.
6. If it is a course or a page, check the link between the product and the access protection.
7. If delivery uses an integration, check the automation’s execution log.
8. Ask the customer to sign in to the Customer portal with the same email address.

The customer finds their files on the product tile, in the Content and files tab. If the product should not be there, they should use the tab for contacting the seller.

Never send a password or someone else’s details. If the customer mistyped their email address, contact support about moving the order safely.