This guide is for course providers whose learner says they cannot get into their course, even though they registered or paid. It lists the checks to make in Cademy Admin, in order, and what to do for each one. For the messages the learner sees and the steps they can take themselves, send them Can't Access Your Course or a Lesson? What to Check.
Registration: one person’s place on a course or course date. Only an Active or Completed Registration opens the course’s lessons.
Order: the booking and payment record. When a place comes from an Order, the Order must also be approved and paid, or allowed before payment, before the learner can get in.
Quick Checks When a Learner Cannot Access Their Course
Ask the learner which email address they log in with and what message they see. Then check:
The email. They are logged in with the email on their Registration.
The Registration status. Their place is Active or Completed, not Pending or Cancelled.
The Order. It is approved, and paid or allowed before payment.
Access expiry. Their access has not expired.
The course and date. They are opening the course their place is on now, after any move, and the course is not archived.
The lessons. The lesson they want has opened.
Attendees Can't Access Courseware and It Says Not Enrolled? Check Their Login Email
Cademy gives access to the person whose email is on the Registration. A learner logged in with another address, such as a work and a personal email, sees You're not booked onto this course (or your own word for course, such as workshop) with the email they are logged in as, or No Order Found.
Open the course’s Registrants tab, or the Registrations page if you are a System Admin, and search for the learner’s name or email.
Open their Registration and compare its email with the one the learner logs in with.
If they differ, ask the learner to select Log In With a Different Email and log in with the email on the Registration.
If the email on the record is wrong, a System Admin can change it in the full Contact record. Cademy asks you to confirm the change first. See Manage Customer and Learner Records (Contacts) and Merge Duplicate Contacts.
The person who booked gets course access only if they have their own place. If a manager booked for a colleague, the colleague logs in with their own email.
Learner Registered and Active but Can't Access the Course? Check the Order
Look at the Status on the Registration first:
Pending: the place is waiting for approval or payment. The learner sees Your Place Is Awaiting Approval or Please Complete Payment.
Cancelled: the place gives no access. Add a new place if they should attend.
Active or Completed: the place can open the lessons, but a place from an Order still needs the Order to allow it.
For a place from an Order, a System Admin opens the Order and checks:
Approval. An Order awaiting approval gives no access until you approve it. The customer cannot pay its invoice either: their payment page shows Your Booking Is Awaiting Approval. See Approve or Reject an Order.
Payment. A paid or partly refunded Order gives access. A fully refunded or cancelled Order does not, even if the Registration still shows Active. With a deposit or monthly instalments, the first payment must be paid. A draft Order never gives access. See Find a Customer’s Order, Invoice or Payment.
Invoice or manual payment. An unpaid invoice gives access only if Allow Course Access Before Invoice Is Paid is on in your invoice settings; it is off at first. An unpaid manual payment, such as a bank transfer, gives access while Allow course access before manual payment is marked paid is on; it is on at first. Both are in Settings → Payments.
If the customer has paid outside Cademy, mark the payment as paid. See Take Bookings Paid by Bank Transfer (Manual Payment) and Set Up Invoices for Your Courses. For deposits and instalments, see Take a Deposit and Collect the Balance Later and Offer Payment Plans (Monthly Instalments).
Learner’s Course Access Has Expired
Open the Registration and check Access expires. After that date, the learner sees Access Expired with Re-Enroll Now and Contact Provider. Cademy does not email the learner when access expires.
To give them more time, change the date with the pencil icon next to Access expires. See Set or Extend How Long Learners Can Access a Course.
Transferred Learner Can't Access the Course or See Their Booking
What to check depends on how the place was changed:
Moved to another course or date. The same Registration now sits on the new course or date. A link or bookmark to the old course shows that they are not booked. Ask them to log in and open the course from Your Courses instead. See Log In to See Your Courses and Bookings.
Place given to another person. Replacing a participant cancels the first person’s Registration and creates a new one for the replacement. The new person logs in with their own email. The first person no longer has access.
Check that the moved or new Registration is on the right course and date, and that it is Active. Then make the checks above for its Order. See Move or Transfer a Participant to Another Date or Course.
Learner Still Can't Access the Course or Portal After Cancelling and Re-Registering
The cancelled place gives no access, so only the new booking counts. Find the learner’s Registrations with the All Registrations view, which also lists cancelled places, and open the newest one. Check that:
the new booking used the email the learner logs in with;
the new Registration is Active, not Pending;
the new Order is approved and paid, or allowed before payment.
Learner Asked to Register and Pay Again for a Paid Course
When Cademy cannot find a place for the logged-in learner, the course page offers to book. That button starts a new booking and a new payment. This happens when the learner is logged in with a different email, or their place is cancelled or has expired.
Ask them not to book again. Find their Registration, check the email and status as above, and send them back to log in with the right email. If they have already booked twice, see Delete Test or Duplicate Orders and Registrations and Refund a Customer in Full or in Part. To stop repeat bookings, see Stop Someone Booking the Same Course Twice.
Learner Can Log In but Can't See the Course They Are Enrolled On
Your Courses lists the learner’s places that are waiting, active or completed. It does not list cancelled places. If the course is missing, check the email and the status as above.
If the course is listed but a lesson will not open, check the lesson’s access rules: it can open on a set date, wait for a course date, or need the previous lesson finished first. See Release Lessons Over Time and Set Due Dates.
Archiving a course removes learners’ access to it. Unpublishing a course does not. See Archive or Restore a Course.
Help a Learner Who Cannot Log In
You cannot see or reset a learner’s password. On the login page, the learner can select Email me a code instead to get a one-time code, or Forgot password? to set a new password. Send them Log In to See Your Courses and Bookings or Forgot Your Password? Reset or Change It.
You can also send them a link that logs them in without a password. On the course’s Registrants tab, tick their row, select Send Email and add the Course access link or Course access button merge tag. The email goes to the address on their Registration, and the link logs them in as that person and opens the course page for their place. It does not change their status or Order, so make the checks above first. See Personalise Emails with Mail Merge Tags.
What to Send Cademy Support
If the checks above look right and the learner still cannot get in, contact Cademy Support with:
the learner’s name and the email they log in with;
the course, the date and the Registration code;
the exact message the learner sees, with a screenshot if they can send one.
Frequently Asked Questions
Does approving an Order give the learner access straight away?
Only if its payment also allows access. An unpaid invoice still blocks access unless Allow Course Access Before Invoice Is Paid is on.
Does Cademy tell the learner when their access will expire?
No. Cademy does not send an automatic email when course access expires.