Please note that we have changed the menu structure.To simplify navigation, your elopage account is now structured slightly differently. But the functions remain the same. We will adjust the help section and renew the screenshots. If you have any questions, our support will be happy to help.
Achtung, neue Menüstruktur! Um die Navigation zu vereinfachen, ist dein elopage-Account jetzt etwas anders strukturiert. Die Funktionen bleiben aber die gleichen. Wir werden den Hilfebereich anpassen und die Screenshots erneuern. Bei Fragen hilft unser Support gerne weiter.
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Checking why your customer cannot view your course

  • Updated

If you receive the information from your customer that he cannot view your page, then that is often relatively undifferentiated. Therefore, ask your customer for details and check a few things in your account.

1. Can the customer log into their account?

If not, it could be for one of the following reasons:

a) He is giving a wrong e-mail address, please check it under "Customers" and "Orders."

b) He has not yet created a password, send him your purchase confirmation e-mail again using the button to create a password.

c) He forgot his password, Send him the link to your login page. There he will find the link to request a password reset e-mail.

2. Is the customer logged into their correct payer account?

a) Please contact the customer under "Settings" and "Profile" to check which account he is logged into. They may have a different account with a different e-mail address than the one they used to get your course.

b) Ask your customer to check whether the navigation on the left is white and whether it really says "Payer account." Many customers also have other account types (seller, publisher, etc.) and may have just logged into the other account. If not, please switch to the payer account.

3. Does the customer see the course?

a) Check under "Customers" and "Orders", whether payment has been made for the order at all and what pricing plan the customer has. The product is not always delivered immediately after purchase, e.g. in the case of prepayment, SEPA or incorrect payment attempts.

In the e-mail log you can see, for example, which mail was sent to the customer.

If the product has been delivered and he is in the correct payer account, he should definitely see the price in his overview.

4. What happens when the customer clicks on the course?

b) The customer is shown that the course has expired, check under "Customers" and "Access" how long the customer has access to the course. If he is canceled from the course, the course duration has expired or an installment has not been paid, he no longer has access.

b) He sees your online course theme and the heading "Course overview," but only a white page underneath, then you have not stored the data for the course overview under the menu items in the course.

You can find more about this in the article >>Designing the course overview page.

c) He does not see any pages. At the top of the URL you can see that the course has been viewed.

Then you have probably created a menu as the first navigation entry, but not a single page in the menu. When the course starts, our system always calls up the 1st page or the 1st page in the 1st menu.

Then move the pages in the menu. 

You can find more about this in the article Creating menu items and pages in the online course.

d) The customer clicks on the course, but then sees a page with a lock and a message that the access to this lesson has expired.
In this case check in the settings of your course whether you have activated the drop-out and thus the access to the page has been limited in time.

>> In the order details, you can also see for each lesson how long this customer has access.

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