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Why Can't My Customers See Their GnowbeShop Programs?

Jit
Updated

There might be a few reasons why your customers can't see their GnowbeShop programs. Here are a few checks you should perform to troubleshoot this issue.

 

 

Check If They Have Made A Successful Purchase

  1. Log into Dashboard and click Shop.
    Screen_Shot_2023-03-02_at_4.25.20_PM.png
     
  2. Select your bundle.
    Screen_Shot_2023-03-02_at_4.26.14_PM.png
     
  3. Click Details.
    Screen_Shot_2023-03-02_at_4.25.38_PM.png
     
  4. Click Edit.
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  5. Click Sales.
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  6. Customers will only appear on your bundle's Sales page after a successful purchase. If a customer is missing from this list, please share the bundle link with them again to complete their purchase.

 

 

Check If They Are In The Bundle's #Public Group

Note: Your customer MUST click either the Continue To Gnowbe button on the successful payment page or the Start Learning button in their order confirmation email after purchasing. 


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If they do not do this, they will not see their GnowbeShop program when they log into Gnowbe, as this action is what adds them to the bundle's #public group.
 

  1. Log into Dashboard and click Groups.
    Screen_Shot_2023-03-03_at_2.23.46_PM.png
     
  2. Select your bundle's #public group.
    Screen_Shot_2023-03-03_at_2.24.06_PM.png
     
  3. Click Users. If they do not appear under your Registered users, it means that they have missed out on adding themselves to the group and, therefore, will not yet have access to their program.
    Screen_Shot_2023-03-03_at_2.31.29_PM.png
     
  4. Kindly get your customer to find their order confirmation email (check both their inbox and spam folders) and click the Start Learning button. This button will invite them to the bundle's #public group and bring them to Gnowbe Web to access their content.
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  5. If they can't find their order confirmation email, please write to support@gnowbe.com and inform us that you have a customer facing this issue (let us know your workspace name, bundle title, and the user's email address); the Gnowbe team will verify the purchase and help grant your customer access to their program(s).

 

 

Ensure That They Are In The Correct Workspace

If your customers are existing Gnowbe learners, they might belong to a few different workspaces. Please advise them to navigate to your specific workspace using the menu in the top-left corner of Gnowbe Web to find their purchased programs.


 

 

 

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