A Client Cannot Access Their Course — How to Fix It

Course access issues are almost always one of four things: the wrong email address, no password set, access not granted, or the student looking in the wrong place. Work through these before escalating.

Diagnose in Order

1. Confirm the email address

   Ask the client to confirm the exact email address they are using to log in. Then search for that email in your MONDAi Contacts. If it does not exist, they are using a different email than the one enrolled.

2. Check if access is granted

   Go to Memberships → [Your Course] → Students. Search for the contact. If they are not listed, access has not been granted. Add them manually using Grant Access.

3. Reset their password

   Even if the contact exists with the correct email, they may not have set a password yet. In their contact record, click Send Password Reset. Ask them to check their inbox and spam folder.

4. Check if they are logging into the correct portal

   Your portal has a specific URL. If the student is navigating to a generic login page, they will not see your content. Send them the direct portal URL.

5. Check if course access has been revoked by a workflow

   A workflow that removes course access when a subscription cancels may have fired incorrectly. Check the student's workflow history in their contact record.

6. Check the Kollab app version

   If the student is using the Kollab mobile app, ensure they have updated to the latest version. Outdated app versions sometimes have login issues.