Fix it
A learner paid but has no access: what to do
In short
Find the payment, read its status, then check the gateway setup, the email used and the learner's access.
Still stuck? Note the order number from the sale's details and contact TEACHNIQ support.
Find the payment: open Transactions and search by the learner's name or email. Open the sale and read its status: Paid, Pending or Failed.
Pending: the payment is not confirmed yet. Wait a few minutes and refresh. If your gateway already shows it as paid, check the gateway setup below.
Failed: the payment did not go through, so no access was given. Ask the learner to try again.
A different email: the sale shows the email it was bought with, and the purchase belongs to that account. Look for that email in Users.
Gateway setup: in Settings, Integrations, Payment Gateways, follow the card's guide, including the step that lets your gateway report payments to TEACHNIQ. Without it a paid order can occasionally be left without access.
Refunds: a fully refunded sale keeps or removes access only when you choose. Open the sale and check whether you pressed Remove access.
Give access by hand: open the learner in Users, go to the tab for what they bought and assign it. They get the "Product assigned" email.