When someone says "I paid but I can't see it", the cause is nearly always one of a few simple things. Work through these in order. Most take under a minute.
1. Are they logged in with the right account?
Access follows the account and the email used at checkout, not the phone or browser.
Ask them which email they used to buy. Check it appears under Customers in your dashboard.
Ask which login method they used when they joined: email and password, Google, or Apple. They must use the same one.
If they signed in with a different email, their purchase will not show. Ask them to log in with the checkout email.
2. Did the purchase go through?
Open the Customers tab and search for their email. Check:
The product is listed on their profile.
The subscription (if any) is active.
For a membership on a payment plan, no payment has been missed. A missed payment removes access straight away.
If you cannot find them, they may have used another email, or the payment did not complete. Ask for their purchase confirmation email or transaction ID.
3. Is the product in the right place?
For memberships, a product must be added to a tier before members can open it.
Go to Tiers and open the tier the member is on.
Check the product is listed in that tier.
If it is missing, add it and save.
Check the member is on the tier that includes the product, not a lower one.
See "How to Set Up Membership Tiers and Fix Content Access Issues" for the full steps.
4. Ask them to refresh their access
A page can show old information after you change access. Ask the member to:
Log out fully (not just close the tab or app).
Log back in with the same method.
If it still does not show, clear the browser cache, or try another browser or device.
5. Is it a password problem?
If they cannot log in at all:
On the login screen, tap "Forgot password?" and enter their email. Check spam too.
If you shared a temporary password with them when you gave them access, they can use it.
Signed up with Google or Apple? They must keep using that button.
They can find the login page at withme.so/login. If they see a page of code, they opened a technical address by mistake. Ask them to type withme.so/login.
6. Did the access run out?
A membership ends when the member cancels and the billing period finishes.
One-time purchases of courses and digital products do not expire, even if the member cancels a membership later.
Recurring course prices can have a maximum access time that you chose. Check the product's Max Access Duration setting.
7. Is it the app?
Everything bought shows on both web and app. If the app shows nothing, ask them to log in again. After an app update, a member can be logged out. Their access has not been removed.
Still not fixed?
Message us from the chat bubble. Please share:
The member's checkout email
The product name
Your hub name
If the member has purchases split across two accounts, ask them to email partners@fitwithofficial.com with both email addresses. The team will merge the accounts so everything appears in one place.