How to help a member who cannot access a course

Find the account the member is using

1. 1

   Open People

   Open the Locker, select Admin, then People. Owners and admins can check access and grant manual course access here on every plan. Search by the name or email the member uses to sign in.

2. 2

   Include former members if needed

   The list starts with active members. If the person is missing, change Status to All statuses. A pending invitation or a waiting join request does not mean the person has joined.

3. 3

   Open Manage member

   Select the person and read Community access on the Membership tab. Ask which course or lesson they were trying to open so you can check the same item.

• Sign in to a community

Read the community access explanation

The card says Currently has community access or Does not currently have community access, with the reason. A member who left, was removed, or is banned needs help with membership first. An owner or admin who decides the person should return can select Restore access in their record. A purchase does not bypass a ban or removal.

For a paid membership, read the paid-through date and renewal status together. Renewal is stopping means access remains through the paid period. Cancellation by itself does not end access immediately. The paid period has ended means that paid access has expired.

If the record says Paid membership is required, or reports a refunded or disputed purchase, the owner can check the Payments tab and handle the payment in Selling and payments under Sales. An admin can see the access explanation but not payment amounts.

Check the course and its lesson restrictions

Open the Courses tab and find the course. Select Load more courses if it is not among the loaded results. The explanation tells you whether membership, a purchase, or an enrollment provides access.

On Pro, detailed learning progress can show where the member stopped. If the record describes loaded lessons, the counts cover that loaded portion. Missing activity is shown as unknown and is not proof that the member has never used the course.

• This course is not published: select Edit course on it in the Classroom and check the status beside its title in Course studio.
• This course requires a purchase: check whether the member bought it using this Lockers account. A receipt alone does not change the access record.
• Payment confirmation is still pending: let the owner look into the payment before asking the member to pay again.
• The purchase was refunded or is under dispute: ask the owner to review the payment record and the member's request.
• Access is present, but a lesson is locked: check the displayed schedule or lesson-order restrictions. Course access does not skip those rules.

• Set course access, price, and release timing
• What members see on a locked lesson

Grant or remove manual course access

When a course needs a purchase or the member has no enrollment, you can give access by hand, for example to a scholarship recipient or a volunteer. The member needs an active membership and an email on file.

1. 1

   Find the course on the Courses tab

   Open the member's record and select Courses.

2. 2

   Select Grant course access

   The panel says Manual course access granted, or An enrollment already exists. No new grant was added.

3. 3

   Remove it later if needed

   Select Remove manual grant and confirm. Access that comes from a purchase, membership, or an open course stays in place.

Record the next step for staff

Use Course studio for publication and lesson settings, Students for enrollment work, and Selling and payments under Sales for owner payment actions. A note or tag does not change access.

Leave a private note with the course name, the access reason you found, and what still needs attention. Set a follow-up date if you need to return to the issue. After it is resolved, select Mark done to clear the date.

If the record still does not explain the problem, contact Lockers support with the Locker address, course name, and displayed error. Never include passwords or payment-card details.

• Add a private note or follow-up date
• Contact Lockers support