---
title: Grant or remove product access
description: "Grant or remove a customer's access to a Tapmy product safely: check the order, identity and plan limits, change access, then verify the result."
lead:
  - You can grant or remove a customer's product access without touching their order or payment. Confirm who they are and why, make the smallest change, and check what the customer can now see.
tags:
  - customers
  - digital-products
source: docs/tapmy-wiki/pages/grant-or-remove-product-access--feedd2be.md
---

## Check these first {#before-you-start}

Know the customer's email, the product, the reason and who approved the change. Look at the related order, free join, migration, refund, cancellation, dispute or support case. Confirm identity before you hand over valuable access.

You are the seller. You stay responsible for the offer, delivery, support, taxes and refund policy. Changing access does not create or reverse a payment. If a cap may apply, see [pricing and plan details](/pricing).

## How do I give someone access? {#grant-access}

1. Search the right Site for the customer and check for duplicate records.
2. Confirm the product and that they should have it.
3. Look at their current access so you do not add a duplicate or the wrong item.
4. Use the access action in your customer or product settings.
5. Add a short neutral reason or case number if notes are available.
6. Check that the customer reaches the right content with the right email.
7. Make sure no other product or private community area opened up by mistake.

Good reasons to grant: a verified migration, a correction you approved, complimentary access or a delivery fix. Never create a fake paid order to explain it, and do not mark marketing consent as part of a grant.

## How do I remove access? {#remove-access}

First decide why: cancellation, refund, policy breach, expiry or identity correction. Check your terms and any active commitment. Removal can affect courses, communities, downloads and recurring services, so tell the customer plainly what changes.

Make the smallest change that works. Do not delete a whole customer record to revoke one product. Afterward, confirm that item is gone while their other purchases and records are untouched.

Downgrades work differently. When you move to a lower plan, existing community members and course students stay, and new ones are blocked if you are above the new cap. Do not remove existing users just because you changed plan.

## What good looks like {#what-success-looks-like}

- The right person has exactly the access you intended.
- Orders, payments, refunds and consent were not altered by mistake.
- The reason and approver are noted without sensitive data.
- You tested what the customer sees.

## When records disagree {#troubleshooting-and-limits}

If order and access do not match, check payment status, refunds, cancellations, migrations, duplicate emails and manual history. If the buyer used a different email, do not grant access to a second record until you are sure who they are.

If a plan cap blocks new access, do not remove another customer to make space unless you have a lawful, approved reason. Course student limits count distinct students over time: Free 10, Pro 100, Max unlimited. Community member limits are 50, 100 and unlimited.

## Next steps {#next-steps}

Read **Buyer used the wrong email at checkout** for identity fixes and **Understand the customer record** to reconcile data. If you are unsure how access behaves, [contact Tapmy Support](/help/tapmy-support) with redacted customer and product identifiers.