How do I resend access to a buyer?
This is the most frequent support request for anyone selling content. Almost always the delivery worked — it is the email that got lost, landed in spam or was typed wrong.
Before you start
- Role: any role with access to Sales, so you can find the order.
1. Confirm the sale exists and is paid
Find the order in Sales. Before anything else, check the status: Pending, Failed and Refunded do not grant access, and the customer may not know that.
2. Check the email used at purchase
Compare the address on the order with the one the customer gives you. A typo at the moment of purchase is the most common cause — and in that case the access went to an address that does not exist.
3. Ask them to check spam
Before resending, ask them to look in spam and promotions. Resending to the same place that has already failed does not fix anything.
4. Resend the access
Send the release to the buyer again. From the buyer's contact, use Manage access → Resend a product's access credentials. For someone already in a members area, the student's own Resend access action does the same job.
5. If the email was wrong
Correct the buyer's record and resend. Afterwards, confirm with the person that the access arrived — support does not end at the send, it ends at the confirmation.
6. If the problem keeps repeating
Several identical cases point to a structural problem, not an incident:
- Automatic delivery may be failing — review deliver in the members area.
- Your emails may be landing in spam — see email nurture sequence.
- The Thank you page may not be explaining what happens after the purchase.
Related
If it didn't work
- The sale does not appear: confirm whether it was made through the Clickmax checkout or on an external platform.
- The customer says they still did not receive it after the resend: confirm the address and test by sending to another email of theirs.
- The access arrives but does not open: review the link between the product and the content.