My student didn't get her access
Go through the list from top to bottom. Each item tells you how to check and how to fix. The problem is almost always in the first three.
In Clients › My Clients, search for the student by name or email. If she doesn't show up, skip straight to item 5. If she does, click the three dots on her row and choose Log in as Student: you see exactly what she sees.
On the Mentorfy screen, a student shows up as a client, in the Clients menu.
1. The access email wasn't sent or didn't arrive
How to check: look at the student's Email Status column.
- Delivered, Opened, or Clicked: the email arrived. Go to item 2.
- Bounced: the address doesn't exist or is blocked. Go to item 3.
- Deferred: her email provider is refusing it for now; it will try sending again on its own.
- No info: there's no email record for her. Maybe no email was sent, which happens when she was registered with Notify user by email turned off, or through bulk access, which doesn't send emails.
How to fix:
Click the three dots on the student's row.
Choose Send access email.
Her password doesn't change. The email can take 1 to 3 minutes to arrive.
2. The email went to spam
How to check: the Email Status column shows Spam, or it shows Delivered and she says she can't find anything.
How to fix: ask her to look in the Spam, Junk, and Promotions folders, mark the email as "not spam", and click the link. Still can't find it? Resend it as in item 1.
3. The email address was typed wrong
How to check: compare the email in the list, letter by letter, with the one she uses. Common mistakes: gmail.con, hotmial.com, an extra dot.
How to fix:
Click Register and register the student with the right email and the same product.
See Register a student.
If you want, delete the wrong registration: three dots › Remove Client.
Removing a client deletes their whole history, and it can't be undone. Only remove the registration made with the wrong email.
4. The product isn't released or has expired
How to check: in the Products column, see whether the mentorship shows up for her and whether it's Active or Expired. In her area, the mentorship shows as ACCESS EXPIRED or NOT RELEASED.
How to fix:
- She doesn't have the product: three dots › Add Product.
- It expired: use bulk access with Lifetime access, Extend expiration, or Specific date. The Keep current expiration option doesn't renew anyone who has already expired.
5. The access is waiting for your approval
How to check: in the menu, open Clients › Approvals. There you'll find students who asked for access from the student area (the REQUEST ACCESS button) and purchases whose payment is still pending. For the student, the mentorship shows as AWAITING APPROVAL.
How to fix: click Approve Access on her row. Reject Access deletes the request.
6. The purchase from an integration didn't come through
How to check: the student bought through Hotmart, Kiwify, or another platform, but she doesn't show up in My Clients. If she does show up, click the three dots › View Profile and open View payment events to see what the platform sent.
How to fix: check that the sales platform is connected and that the product sold is linked to the right mentorship. The step-by-step for each platform is in Integrations. Meanwhile, you can register the student by hand.
Common questions
Does resending the access change the student's password?
No. Send access email sends the access details again, and the password stays the same. If she forgot her password, use Generate new password, in the same three-dots menu.
Is it a problem to register the student again with the same email?
No. She isn't duplicated: she just gets the new products. With Notify user by email turned on, she gets an email letting her know.