Thrive Knowledge Base

What Can I Do If a Customer Did Not Get Access to a Purchased Course?

In instances when a customer has purchased your Thrive Apprentice course, set up as a SendOwl product, but he/she was not granted access for some reason, please use the “SendOwl Customers List” to give them access.

Here is how you can do this:

Access the “SendOwl Customers List”

Go to your Thrive Apprentice dashboard and click on the “Settings” drop down from the upper right corner of the page:

Select the “SendOwl Settings” from the drop-down:

The “SendOwl Settings” page will open. Look for the “SendOwl Customers List” section and click on the “View Customers” button:

Grant access to the course

From here, you have two ways of granting access to the customer:

1. Customer already on the list

First, you can use the use the “Search users” option from “SendOwl Customers List" page, to see if the customer is already on your list. You can find the option in the form of a search box, next to the Products and Bundles sections:

If you found that the customer is already on the list, then all you have to do is to hover your mouse over his/her name or email address, and click on the “Edit Access Rights” option that appears:

A pop-up window will open, where you can give access to the user. You will see every product and bundle that you have created using Thrive Apprentice and SendOwl. Therefore, the Thrive Apprentice courses that you have set up as SendOwl products will appear here:

Look for the product that the customer has purchased and make sure to check the checkbox next to it. Then, click on the “Save” button and the customer will be granted access to the respective product.

2. The customer is not on the list yet

If the customer is not on the list yet, then you will have to add him/her manually first. Click on the “Add Customer” option from the right side of the page, next to the “Customer Import” option:

A pop-up window will open. Complete the necessary steps: fill in the name and the email address of the new customer you want to add.

Then, select the products/bundles you want him/her to have access to. Make sure to choose the product that the customer has purchased, but does not have access to it so far:

After you are done, click on the “Save” button. The customer will be added to your “SendOwl Customers List” and he/she will have access to the purchased product.

If you want to find out more about how the “SendOwl Customers List” feature works, check out this article.

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