Troubleshooting clients and the inbox

This page collects the questions creators ask most often on behalf of their clients, and about the client list and the inbox, each with its cause and the steps that fix it.

My client does not get the login code

Clients log in on your platform's address (/login) with a 6-digit code sent by email. A code is sent only to an address that has active access to at least one of your products, so start by finding out what the client sees after clicking Send login code.

To see what happened to the email:

1. Open Customers, click the History pill and stay on Emails (/customers/history/emails). Login codes sent from your platform are listed there with all other emails.
2. Type the client's address into Filter by email address… and press Enter.
3. Read the Status of the newest row. Delivered means the mailbox accepted it: ask the client to look in spam and in tabs such as Promotions. Bounced means the mailbox rejected it, for example because it is full or the address does not exist: click Fix address on profile and correct the address. Suppressed means the address is blocked after an earlier rejection.
4. If the address is correct and the status stays Suppressed, write to the Zanfia team; the block cannot be lifted from your dashboard.

All statuses are explained in Email and login history.

My client gets the code, but it is rejected as invalid or expired

A login code works once, only for the address it was requested for, and stays valid for 4 hours. The message Invalid or expired code therefore means the client typed a code that was already used, a code from an older email, or a code requested for a different address.

1. Ask the client to open /login on your platform's address, type the address they bought with and click Send login code one time.
2. They type the 6 digits from the newest email. Resend code sends the same code again, so either email works while the code is valid.
3. To confirm the result, open Customers → History → Logins (/customers/history/logins). The row for the client shows Method Code and Status Success or Failed.

If the login page says "This account is protected by two-step verification - sign in with your password to continue.", the code cannot be used for that account. The client clicks Have a password? Log in with it and signs in with their password and the second step.

A client paid, but does not see the product after logging in

Open the client's profile from Customers → All customers (/customers) and go through the usual causes in this order:

After a fix, ask the client to log out and log in again on your platform's address.

I cannot change a client's email: the address already belongs to another client

The new address is already a separate client in your list, usually because the same person bought twice with two addresses. An email change never overwrites another client, so the two records have to be merged.

1. Open either profile and click the three-dot menu in the top-right corner, next to Actions. Merge customers is there, not inside Actions.
2. Under Customer to merge pick the other record. Under Which customer to keep? choose the one with the address the client wants to use.
3. Click Preview merge, read what moves, and confirm with Merge customers.

Access, orders and community memberships move to the client you keep; the other record is removed for good. The merge is blocked only when both records have an active subscription for the same product. Details: Merge or delete a client.

Clients write to me in the client area and I do not want that

Direct messages between you and your clients are on by default and have their own settings.

1. Open Customers → Inbox (/communication), stay on Direct messages and click the gear icon to open Inbox settings.
2. Turn off Messages from customers to keep sending messages and broadcasts yourself while clients cannot write back.
3. Turn off Customer messages to switch the whole channel off: clients no longer see the conversation with you.

Messages between community members are a different feature with its own switch in the community settings: Set up a community.

I did not notice that a client wrote to me

New client messages wait in the inbox, and the email alert is a setting you can change.

1. Open Customers → Inbox (/communication) and switch the list from All to Needs reply. It keeps every conversation where the client wrote last.
2. Click the gear icon and check E-mail notifications about new messages from customers. When it is on, you get an email when a client writes and nobody from your team has the conversation open, at most one per conversation until you open it.
3. The email goes to the address typed under the switch. With the field empty it goes to the contact email of your workspace, so make sure that mailbox is one you read.

More about conversations: The inbox: direct messages.

Where do I see which emails a client received?

Every email Zanfia sends to your clients is logged with its delivery status.

1. For one client, open their profile and the Activity tab, then pick the Emails filter. The Emails tile at the top shows the share of delivered emails.
2. For any address, open Customers, click History (/customers/history/emails), type the address into Filter by email address… and press Enter.
3. Click the subject of a row to open the email as it was sent, when its content was stored.

The list covers purchase confirmations, access emails, reminders, automation emails, campaigns and community notifications. Emails you write to a single client yourself are in the Emails tab of the profile and under Inbox → E-mail.

A client asks me to delete their data

You can remove a client from your list yourself; you cannot delete their login.

1. Open the client's profile, click the three-dot menu in the top-right corner and choose Delete customer.
2. Tick "I understand this removes the customer and revokes their access." If the client has active subscriptions, a second step asks you to confirm that they will be canceled.
3. Click Delete customer.

The client's access is revoked and their profile disappears from your list. Orders, invoices and purchase history are kept for your records. The login account itself is not deleted: it belongs to the client and is not part of your list. If the client wants that account closed as well, pass the request to the Zanfia team. Details: Merge or delete a client.

The CSV export does not contain the clients' addresses

The export always includes name, email, phone and language. Everything else is an optional column group that has to be ticked.

1. In Customers → All customers (/customers) click Export CSV, or tick rows and choose Edit selected → Export to CSV.
2. Tick Invoice data. It adds the company, the tax ID and the billing address.
3. Click Export N customers.

These columns are filled only for clients who have details saved in the Invoice data section of their profile. The other column groups are listed in Add, import and export clients.

If your problem is not on this list, write to the Zanfia team: Get help and contact support.