Purchased a product on WithMe but can't seem to access it? Don't worry — this is usually a quick fix. Let's walk through the most common reasons and get you back on track.
Purchased 1:1 Coaching? Your coaching purchase opens a workspace with three areas: Conversation, Goals and Library. You and your creator can send updates and replies, record or upload audio and video directly in the conversation, and keep shared goals up to date. A Coaching Call is a separate product for booking a call. Follow the instructions for the product you purchased. If you cannot find your access or booking details, check your purchase confirmation and contact support.
1. Check You're Logged In With the Right Email
The most common reason you can't see a purchased product is that you're logged in with a different email address than the one you used to make the purchase.
Click your profile icon in the top-right corner of the hub, then select Settings.
Check the email address shown under your name.
Compare it to the email on your purchase confirmation (check your inbox for a receipt from the creator or from WithMe).
If the emails don't match, log out and sign back in using the email address you originally purchased with.
💡 Pro Tip: If you used a social login (like Google) in the past, make sure you're signing in with that same method. If you only entered your email at checkout, just make sure you're using that same email address to log in.
💡 Purchases split across two accounts? If you've made purchases under two different email addresses, email partners@fitwithofficial.com with both email addresses and the team will merge your accounts so all your purchases appear in one place.
2. Verify Your Purchase Completed
Sometimes a purchase doesn't fully go through — your card may have been declined, or the checkout session may have timed out before completing.
Go to the Billing tab.
Look for the product in your purchase history.
If you don't see it listed, the payment likely didn't complete. Try purchasing again.
If you see a charge on your bank statement but the product isn't showing in your account, don't worry — reach out to the creator directly (see Section 4 below).
3. Clear Your Browser Cache & Cookies
Outdated cached data can sometimes prevent your browser from loading your latest purchases.
Clear your cache or use Incognito: Clear your browser cache and cookies, or try opening the hub in an incognito or private window for a fast test.
Log back in and switch devices: Log back in to see if your purchased product now appears. If you are on a mobile device, try switching to a desktop browser to rule out device-specific issues.
💡 Pro Tip: Trying an incognito window is the fastest way to test this — no need to clear your entire browsing history.
4. Contact WithMe Support for Help
If the troubleshooting steps above do not resolve the issue, you can reach out directly to platform support through your account widget to investigate your purchase records.
Open Get Help: Click your profile icon in the top-right corner of the hub, then select Get Help from the dropdown menu.
Start a conversation: Once the support widget opens, send a message describing your issue.
If Otto hands off your conversation to a person, a Chat with Cassie button will appear under Otto's answer so you can reach them.
Please have your purchase confirmation email or transaction ID ready so our team can look up your details and restore your product access quickly.