The student paid and has no access

"I paid and I cannot get in" is the most common support request. This checklist finds the cause in six steps. It is not for a student who sees the course and cannot open a lesson; that case starts at step 6.

The idea in one minute

Think of the purchase as a parcel.

• The sale is the parcel. The gateway tells Cademí it was shipped.
• The delivery is what goes inside the box: the products the student receives.
• The enrollment is the parcel received. It gives the student what the delivery says.
• The student record is the address. The student is identified by email: a second email is a second address.

When the student says nothing arrived, check each stage in this order. Stop at the first one that fails. A later stage never explains a problem you have already found.

The most important rule: always search by the email used in the purchase, as it is on the gateway. Do not use the email the student wrote from. If you have it, also note the sale ID on the gateway.

The checklist

The whole checklist, in order. Each step is detailed below.

1. Did the sale reach Cademí?

1. Open Sales → Sales.
2. In the search, pick Email and type the purchase email. If you have the sale ID, pick Sale ID and paste the ID.

What you can find:

• A row with Sale status Approved. The sale arrived. Go to step 2.
• Nothing. There are two possible causes:
  • In a one-time sale paid by boleto or Pix, the payment may not be confirmed yet. The sale only shows up when the approval arrives.
  • If the gateway already shows the purchase as approved, the gateway did not notify Cademí. On the gateway, check that the delivery's Postback URL is in the webhook settings. Also check that the purchase events are selected. Each gateway's step by step is in Payment gateways. While nothing arrives, the delivery shows No sale received yet in Sales → Deliveries.
• In a subscription, only Awaiting payment. The gateway has not confirmed the payment yet. Boleto and Pix stay like this until they clear. The approval arrives in a new communication. There is nothing to do in Cademí.
• Refund, Cancelled or Overdue after the approval. The gateway suspended the access on purpose. In a cancelled subscription with Subscription ends on, the student keeps access until that date (see Sales received). If the student settles the payment, the next approval reactivates the same enrollment.

Heads up: a sale made before the postback existed does not arrive on its own later. Ask the gateway to resend the notification, or grant the access by hand (step 5).

2. Did the sale arrive with an error?

On the same row, look at the Status column.

• With error. Cademí received the sale but could not turn it into access. Open the details. The reason is highlighted in the Data tab. The reasons and what to do about each are in Sales received. After fixing, click Reprocess on the sale itself.
• Queued. Cademí is about to apply the sale. Wait a moment and reload the page.
• Processed. Cademí applied what the sale asked for. Go to step 3.

3. Does the delivery have this identifier?

In the sale details, on the Data tab, look at two fields:

• Offer is the delivery the sale found.
• Product ID in the gateway is the identifier that came with the sale.

What you can find:

• Offer shows a delivery. Open that delivery in Sales → Deliveries and look at the Delivered content section. If it says No content selected yet., the sale was processed, but the delivery grants no product. In the list of deliveries, it shows No access configured. Turn on the products or the showcase the student should receive. You do not need to reprocess: the delivery is live, and the student sees the content right away.
• The right delivery is another one. The sale's identifier is in a delivery that grants something else. Compare the Product ID in the gateway with the Product ID of each delivery, character by character. The gateway often sends the offer code while the delivery only has the product code, or the other way around. Fix the delivery and reprocess the sale.
• A cart. Each item has its own Offer:. If an item shows No delivery, the whole sale fails and ends up With error (step 2).

4. Was the enrollment created?

1. Open Students.
2. Find the student by the purchase email.
3. Open the Purchases tab.

Each row is an enrollment. The row shows:

• the delivery;
• the date, in Purchased on;
• the Identification: Sale ID or ID - SUBSCRIPTION, linking to the sale;
• the Status.

What you can find:

• The delivery is there, with Status Active. The enrollment exists. Go to step 6.

• The delivery is there, with Status Inactive. A refund, a cancellation or a late payment suspended the enrollment. Or someone deactivated it on this screen. If the gateway controls the sale, the next approval reactivates the enrollment. If it was a mistake, click the status to activate it.

• The delivery shows Valid until. The enrollment has an end date. The date comes from two places:

  • from Schedule access end, in the row menu;
  • from a subscription cancellation, when the gateway sends the end date. In that case, the row shows Inactive and the student keeps access until the date.

  If the date has passed, access ended on it. In a subscription, renewing on the gateway reactivates the same enrollment.

• The delivery shows the Cancelled badge. It is a subscription cancelled on the gateway, with an end date. Later, someone activated the enrollment again on this screen (with a click on Inactive, for example). Activating does not clear the date the gateway sent:

  • access lasts only until Valid until, and the status no longer changes with a click;
  • if the date has passed, the student still has no access, even with the enrollment active;
  • to give more time, use Schedule access end, in the row menu, with the new date. Remove end date is not enough, because the gateway's date applies again;
  • the next approval of the subscription on the gateway clears the date and the badge.

• The delivery is not there. The sale did not become an enrollment in this student record. The student may be in another record. Go to step 5.

5. Did the student sign in with another email?

Heads up: this is where most mistakes happen. Bia buys the course with bia.work@example.com. Then she signs in to the student area with bia.home@example.com. The sale is Processed, but the record for bia.home@example.com does not have the purchase. The purchase is in the other record, the one with the sale's email.

1. Open Students.
2. Search for the email that is on the sale.

There is almost certainly a second student record, with the purchase inside. Cademí does not merge two student records. Choose one way out:

• Tell the student to sign in with the purchase email. If they forgot the password, use Change password or resend the access from their profile.
• Give the delivery to the record they use. In the student's profile, click Add delivery and pick the purchase's delivery. That enrollment is manual and stays under the account's control. A refund of the original sale does not suspend this enrollment.

The document can also send the sale to another record. If the account checks documents, a purchase with a new email and an already registered CPF goes to the oldest student with that document. The student may be looking for the access in the wrong record.

6. The access exists and the product is still locked?

If the enrollment is active and within its period, the problem is no longer the sale. Open the student's Products tab. Each product shows:

• Released until: the date, or Lifetime;
• Release: Scheduled, when the release rules apply, or Immediate.

The possible causes, from here on:

• the product or the showcase is a draft (students do not see drafts, even with an enrollment);
• a release rule has not opened the module or lesson yet (a future date, days after purchase, an exam, progress);
• the account requires lessons in sequence, and the student has not completed the previous one;
• the student cannot sign in. That is a different problem, even with access in good standing.

The diagnosis of these layers, in order, is in Why the student cannot access.

Good to know

Frequently asked questions