Products and sales
Customer access and My Products
Help readers recover access without sharing files or creating a second purchase.
The customer journey
Free-product confirmation and paid checkout lead customers to site pages for their products. My Products offers the products the person is entitled to use, with the relevant read or download buttons. Customers do not need your creator-dashboard login.
Emails contain site-page links, not direct file downloads. The download button checks access on the page. This keeps a forwarded email or guessed file address from becoming an unrestricted download method.
Recover access
Ask the customer to use the access page on your website and the same email they used when claiming or buying the product. A fresh access email replaces reliance on an old or expired link. Avoid changing configured access slugs casually: old emails can contain the previous address.
From the dashboard, open the subscriber profile, order or help-desk ticket and use Send a My Products link where available. This sends a real email, so verify the recipient first. The action can be refused for a suppressed address or other delivery restriction; investigate rather than repeatedly retrying.
Missing product or download
- Confirm the exact website and email address. Ownership does not transfer between websites just because the creator account is the same.
- Check the free claim or paid order and its current status.
- Inspect the product entitlement, including whether access was revoked after a refund.
- Confirm the product has its intended file or readable content and that the file is still available.
- Request a fresh access link and retry from that page.
Do not tell the customer to buy again until you have checked the original payment.
Download flags and privacy
Subscriber profiles show product download counts and review flags. A high count can help investigate a problem; it is not proof of wrongdoing by itself. Do not disclose another customer's history while troubleshooting.
Expired access links and unavailable PDFs are different problems. Use Readable content and PDF for rendering issues and Checkout and refunds for payment-state issues. If escalation is needed, share an order reference and redacted error, never the private access link itself.