Troubleshooting products

This page answers the questions creators ask most often about products: deleting, statuses and client access, bundled products, product types and publishing.

I cannot delete a product: "This product cannot be deleted yet"

The product is included in a plan of another product, as an add-on or inside a bundle. Deleting it would break what the buyers of that other product were promised, so the Delete "[product name]" window lists the products that include it and keeps Delete product disabled.

1. Note the products listed in the window.
2. Open each of them and go to the Add-ons & Plans tab (on a bundle: Bundle contents).
3. Remove the product from the plan and confirm.
4. Go back to the product you want to delete and choose ⋮ → Delete product again.

The full flow is in Delete a product.

I deleted a product by mistake

A deleted product disappears from every list and its clients lose access right away, but the product and its content are erased permanently only after 30 days. Until then it can be recovered, and only through support.

1. Write to support as soon as you notice, and give the product name. See Get help and contact support.
2. After the 30 days the product cannot be recovered and has to be built again.

Orders, invoices and purchase history are kept either way. If you only want to stop selling for a while, use the Hidden status instead of deleting.

I changed a product to Hidden or Draft and my clients lost access

This is how the statuses work. Leaving Published deactivates every active checkout and removes the product from your buyers' library, so they lose access until you publish again. The confirmation Change [name] to [status]? lists both effects before you confirm.

1. Open the product and click Publish in the header.
2. In the Publish [name]? window tick the checkouts that should sell again. Checkouts do not reactivate on their own.
3. The product returns to your buyers' library.

To stop sales without touching anyone's access, leave the product Published and pause its checkouts: open the checkout (/checkouts/<checkoutId>), click the Published label and choose Pause checkout. Statuses are explained in The product hub.

I cannot change the type of a product

The type (course, digital download, service and so on) is chosen when the product is created and cannot be changed afterwards. No setting switches it. What you can change is the name of the type that clients see.

1. If only the wording bothers you: open the product, click Settings, and in General fill in Product type label. The editor stays the same; the label changes on public pages and in the library.
2. If you need a different editor, for example files instead of lessons, create a new product of the right type and move the content there. For a course, Add → Upload & import → From another course in the course editor copies modules and lessons into the new course.
3. Create the checkouts and prices on the new product, then hide or delete the old one.

What each type contains is listed in Product types.

I added a product under Add-ons & Plans. Do clients who bought earlier get it?

Yes. Access to a bundled product comes from the parent product and is worked out on the spot, so every client with active access to the parent gets the added product at once, including those who bought before the change. No separate access record is created for them, which is why the client count of the bundled product can look too low.

1. Open the bundled product and go to its Access tab. Clients who reach it through another product are listed with the tag via bundle: [product], and the counter reads, for example, "3 + 12 via bundle".
2. If someone is missing, open the parent product's Access tab and check that the client's access is active and which plan they are on (the Plan column). Only plans that include the product grant it; clients who bought before you created tiers are on the default plan.
3. When access to the parent product ends, access to the bundled product ends with it.

See Plans and prices.

A client's access ended. How do I give it back?

An access with an end date closes on that date and the client leaves the product's active list. While the access is still active you can move the date; once it has ended, you grant a new one.

1. Still active: open Customers (/customers), open the client, and in their Access list choose ⋮ → Change access. Pick Until a date with the new date, or Lifetime.
2. Already ended: open the product's Access tab, click Add client, type the same email and choose the Access period. The same is available on the client's profile under Actions → Grant access.
3. The client can also simply buy again through your checkout.

A manual grant counts toward your plan's active-client limit like a purchase. Details in Grant access manually.

A client paid but cannot see the product

Four things explain nearly every case: the client logs in with a different email than the one used at checkout, the order is not paid, the product is not published, or the access has already ended.

1. Open Transactions (/orders) and find the order. Paid means the payment succeeded and access was granted. Created means the client left before paying, Unpaid means the payment failed; neither grants access.
2. Open Customers (/customers) and search for the email from the order. On the client's profile, the Access tab shows what they can open. A client who logs in with another address sees an empty library; they should log in with the purchase email, or you can move them to the new address, see Change a client's email address.
3. Check the product's status tag. Only a Published product is in the client's library.
4. Open Customers → History → Emails (/customers/history/emails) and check whether the access email was delivered. Resend access email on the client's profile sends it again. See Email and login history.

Publish is disabled: "Published product limit reached"

Your plan limits how many products can be Published at the same time. Drafts and hidden products do not count; a published bundle counts as one product.

1. Open Settings → Usage (/settings/usage) and read the Published products row.
2. Free a spot: open a published product you no longer sell, click its status tag and choose Draft or Hidden. Remember that its buyers lose access while it is unpublished.
3. Or click Upgrade plan on the banner; it leads to Settings → Billing (/settings/billing).

The numbers per plan are in Product limits.

I cannot add a video to a digital download

The Files tab of a digital download accepts documents, images and audio files. Video is not accepted there, neither by upload nor from the Media Library.

1. Put the video in a course: create a course and add a video lesson, see Video lessons.
2. Publish the course, open the download product, go to Add-ons & Plans and click Add product. Pick the course.
3. Every buyer of the download now also gets the course, and sees both in their library.

See Add files to a digital download.

If your problem is not listed here, see Get help and contact support.