# Why the student cannot access

> A checklist to find out why a student cannot open a product: the right account, product, enrollment, period, release rules, terms, login and devices.

"I can't access it" can be ten different things. This checklist checks one layer at a time, in the order Cademí decides access. Stop at the first layer that fails: the later ones do not explain that block.

## The idea in one minute

Think of the course as a building. For the student to reach a lesson, several doors must be open:

- **The record**: it is the right person, with the right email.
- **The building**: the product and the showcase are published.
- **The key**: the student has an enrollment that counts for this product.
- **The key's expiry**: the end of access has not come yet.
- **The doors inside**: the drip content rules, sequential lessons and the acceptance terms.
- **The entrance**: the student can sign in.

**The most important rule:** check in order and stop at the first closed door. A door further on never explains a block you already found.

The first part of the checklist tells whether the product opens:

```mermaid
flowchart TD
    accTitle: Does the product open for the student?
    accDescr: First check that it is the right record and that it is not in the trash. Then whether the product and the showcase are published, whether an enrollment counts and whether the date under Released until has not passed yet. If everything checks out, the product opens. Each no answer points to what to do on that layer.
    cad{"Right record, not in the trash?"}
    prod{"1. Product and showcase published?"}
    mat{"2. Enrollment that counts?"}
    prazo{"3. Released until in the future?"}
    abre["The product opens"]
    fcad["Find the checkout record or restore it"]
    fprod["Publish or restore"]
    fmat["Gateway or Add delivery"]
    fprazo["Change access time"]
    cad -->|Yes| prod
    cad -->|No| fcad
    prod -->|Yes| mat
    prod -->|No| fprod
    mat -->|Yes| prazo
    mat -->|No| fmat
    prazo -->|Yes| abre
    prazo -->|No| fprazo
```

## Before you start: the right record

Check that you are looking at the right student. Cademí recognizes a person by email and, after that, by document. A different email is a second record, with its own access and progress.

1. Open **Students > Students**.
2. Search by the email the student used at **checkout**, not the email they wrote to you from.
3. Search by document as well.
4. If two records show up, see which one holds the purchase and which one they sign in with.
5. Open the list's **Trash**. A deleted student loses access; **Restore** brings everything back as it was.

**Heads up: this is where most mistakes happen.** Pedro pays with his work email and writes to you from his personal email. You search the personal email and find a record with no purchase. The right record is the one with the checkout email.

If the problem is a purchase that never became access, follow [The student paid and has no access](https://help.cademi.cloud/en/vendas/pagou-e-nao-tem-acesso.md). If the student has the enrollment and still cannot open it, keep going here.

## 1. The showcase and the product

**Question:** is the product published, in a showcase the student can see?

**Where to look:** **Content > Products**, the status of the product and of its showcase.

| What you see | What happens to the student |
|---|---|
| Product in draft | No student sees it. Publish it |
| Hidden product | Out of the lists; whoever has access opens it by direct link |
| Unlisted product | Shows only to those with access |
| Published product, no enrollment | Shows as a closed card |
| Product or showcase in the trash | Disappears from the area, with the published products inside the showcase. Restore it |
| Showcase in draft or hidden | Its products leave the student area |

A module or lesson in draft, inside a published product, simply does not appear. That part also does not count toward progress. Publish that part.

## 2. The enrollment

**Question:** is there an enrollment that counts for this product?

**Where to look:** the student's profile, **Purchases** tab.

- **No row covers the product:** there is no enrollment. If they paid, follow [The student paid and has no access](https://help.cademi.cloud/en/vendas/pagou-e-nao-tem-acesso.md). If you want to give access without a sale, use **Add delivery**.
- **The row is Inactive:** the enrollment was switched off. On a **Standalone delivery**, click the status to activate. On a sale or subscription, a refund, chargeback or late payment switched access off on purpose. The renewal or new payment at the gateway switches it on again.
- **The row shows Cancelled:** the subscription was cancelled. Access lasts until the end of the paid period, shown under **Released until**, in the **Products** tab. After that date, only a renewal at the gateway.
- **The row's delivery was archived:** whoever already has the delivery keeps it. This does not close access.

See what each status means in [Enrollments and access](https://help.cademi.cloud/en/alunos/matriculas-e-acessos.md).

## 3. The end of access

**Question:** has the end of access to this product come?

**Where to look:** the student's profile, **Products** tab, **Released until** column. In the **Purchases** tab, the **Valid until** of a row with a scheduled end.

An enrollment can be **Active** and open nothing, because Cademí computes the end of access from the dates. When the date under **Released until** has passed, the student sees the product closed, with **Closed on**.

- **To give more time:** use **Change access time** on the product's row. Granting the same delivery again does not help, because Cademí uses the old enrollment, with the old start.
- **A date under Valid until** beats the delivery duration and even lifetime. If the date is wrong, open **Schedule access end** and remove or change the date.
- **The student renewed and access ends early:** check whether they renewed before or after the end. Before, the time adds up. After, it starts from zero. Fixed dates do not add to durations.

## The doors inside the product

With the product open, what can still hold the student back are layers 4 to 7:

```mermaid
flowchart TD
    accTitle: What can still close an open product
    accDescr: With the product open, check whether the lesson is open under the drip content rules, whether the previous lesson is complete when the account requires sequence, whether the acceptance terms were accepted and whether the student can sign in. If everything checks out, they access the lesson. Each no answer points to what to do.
    regra{"4. Lesson open under the rules?"}
    seq{"5. Previous lesson complete?"}
    termo{"6. Terms accepted?"}
    login{"7. Can sign in?"}
    ok["The student accesses the lesson"]
    fregra["Wait for the date or use Immediate"]
    fseq["Complete the previous lesson"]
    ftermo["The student accepts the terms"]
    flogin["Reset the password or review devices"]
    regra -->|Yes| seq
    regra -->|No| fregra
    seq -->|Yes| termo
    seq -->|No| fseq
    termo -->|Yes| login
    termo -->|No| ftermo
    login -->|Yes| ok
    login -->|No| flogin
```

Question 5 only applies when the account requires sequential lessons. **Immediate** does not skip that order.

## 4. Release rules

**Question:** the product opens, but a module or lesson stays closed?

**Where to look:** in the **Products** tab, the **Release** column and the schedule marked on the row. In the product, the rules live in **Content > Drip content**.

The student sees the reason on each closed lesson:

- **Opens on** and a date: a rule by date or by days after purchase.
- **Coming soon**: a lesson with no date yet.
- An exam they need to pass.
- A progress percentage they have not reached yet.

Finishing an exam completes the lesson, even when failed. It is passing that opens the door.

- **Days after purchase:** the count starts at the student's first purchase that still counts. Buying again does not close what already opened.
- **To open it earlier, for this student only:** switch **Scheduled** to **Immediate** on the product's row. The time, date, exam and percentage rules stop applying to them, and so does the certificate rule. Hidden and "coming soon" content stays closed; for those, change the rule in the product.
- **To move the student to another class:** use **Change release schedule**.

## 5. Sequential lessons

**Question:** does the account require lessons to be taken in order?

Cademí can turn this rule on for the account. With it on, only the lessons already completed and the next uncompleted one open, in every product. The calendar may say a lesson is released and it still does not open, because the previous one is not complete. **Immediate** does not skip this order.

Administrators are not held to the sequence, not even with **Log in as the student**. So you do not see the block they see. Ask which was the last lesson they completed. The rule applies to the whole account, and Cademí is who turns it on. To change it, contact support.

## 6. The acceptance terms

**Question:** is the student stuck on a terms screen?

- The platform terms appear before any page of the area.
- A product's terms appear when the student opens that product.
- The student needs to accept to move on. The acceptance is recorded in the student's **Logs**.

**Access as student** skips that screen and does not show the block. With **Log in as the student**, you see the terms as they do. Do not accept on their behalf: the acceptance is recorded in the student's name.

## 7. Login and devices

**Question:** can the student sign in?

If the student does not get past the sign-in screen, the problem is the sign-in, even with access in good standing. In the profile's **Logs** you see the sign-ins, the password requests and the devices.

| What they say | What to do |
|---|---|
| "I forgot my password" | Ask them to use the forgot-password link on the sign-in screen. A link arrives, and the current password keeps working until they finish |
| "I never got my access" | Check the email in the profile and use **Resend welcome email**. This creates a new password; the previous one stops working |
| "I got signed out for no reason" | Each student can stay signed in on a limited number of devices: 3, unless set otherwise in **Settings > Security > Authentication > Devices**. A new sign-in drops the device idle for the longest. The logs show "device removed because the device limit was exceeded" |
| "The password does not work anywhere" | If nobody in the account can sign in, contact Cademí support |

- **Sign-in by document:** if the account uses the document as the login, the student signs in with the document, not the email.
- **The same email as an administrator:** sign-in and the forgot-password form try the administrator first. Use different emails for the two.

## What to tell the student

Say only the fact you checked and the next step:

- A date you read: "Your access runs until March 10" or "This module opens on March 10".
- A payment: "Renewals and refunds are handled where you paid. When the payment is approved, access comes back".
- An exam or progress: "You still need to pass exam X" or "You still need to get further in course Y".
- A sign-in: "Your course is there. Use the password reset link" or "Signing in on another device may have signed this one out".
- The wrong email: "This email does not have the course. Try the email you used at checkout".

Do not say what you did not check. An "ends soon" warning or an adjustment you saw in the profile does not explain a block.