Why the student cannot access

"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:

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. 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.

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. 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.

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:

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.

• 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.