Member paid but cannot access Community

What do I need from the member?

• Their email, your store, the Community name, the order or receipt reference, the date, the amount and the currency.
• Proof the payment is completed, and not pending, failed, refunded, reversed or disputed.
• The email or account they use to sign in.

Do not ask for full card or bank details.

How do I fix a paid member who has no access?

1. Find the payment. Match safe buyer details to the final Stripe payment state. A bank notification on its own is not enough.
2. Find the Tapmy order and subscription. Compare amount, currency, Community, buyer, time and payment reference. Look for a duplicate or guest identity.
3. Look at their access record. Was access created, attached to another email, still waiting on an invite, cancelling, revoked or blocked by an error?
4. Check your plan's member cap. Existing members stay after a downgrade, but new members are blocked while you are above the lower cap. Confirm your plan and member count.
5. Repair it carefully. Once the payment and identity match, use the resend, relink or grant control you can see. Add a note.
6. Check as the member. Ask them to sign in with the matched email and confirm they see the right channels and posts.

How do I know it is fixed?

• One completed payment maps to one order or subscription and one member.
• The right person has the right access, with no extra charge.
• Plan and channel limits still hold.
• Every manual fix can be traced.

What if it is not that simple?

• The payment is pending. Do not give permanent paid access until the payment status supports it.
• The member used another email. Use an approved identity correction and never expose another customer's record.
• The plan cap blocks the join. Sort out capacity before you retry.
• No Tapmy order exists. Escalate the payment-to-order mismatch. Do not invent an order.

What should I record?

Keep the member email with part hidden, Community and Site, plan and count, date and time, amount and currency, order, payment or subscription references, access and channel state, sign-in email and what you corrected.

What next?

After restoring access, run a test join and improve your onboarding instructions. If it is still broken, contact Tapmy Support with the Community URL, your plan, the member email with part hidden, the order or subscription reference, the time and time zone, and expected versus actual access. Never share private Community content, passwords, codes, full card details or secret keys.