Payment succeeded but access is missing

What do I need from the buyer?

• Their email, the store name, the order or receipt reference, the date, the amount and the currency.
• Proof the payment is completed, not pending, authorized only, failed, reversed or disputed.
• What they bought: a download, course, Community, booking, webinar or other access.
• No card details and no bank screenshots that show sensitive data.

How do I find and fix the problem?

1. Find the payment. Match the buyer's details to the payment in your connected Stripe account and its final status. A bank notification alone is not enough.
2. Find the Tapmy order. Compare amount, currency, offer, buyer email, time and payment reference. Look for duplicate orders or a guest checkout under a different identity.
3. Check the access record. Was access created, delayed, sent to another email, removed by a refund or cancellation, or blocked by a product error?
4. Check the buyer's side. Confirm which email they sign in with, their spam folder, their purchase library, their booking confirmation and the join link, wherever those exist for the product.
5. Restore access safely. Use the resend or grant option only once the order is matched. Leave a note, and do not create a second paid record.
6. Escalate mismatches. Send support redacted order and payment references, the access they expected, what they see, and the times.

What does a fixed case look like?

• One completed payment matches one Tapmy order.
• The buyer's identity matches the access record.
• They get exactly what they bought without paying again.
• Any manual fix is noted and can be undone where supported.

What are common causes?

• The payment is only pending. Do not give permanent access until the payment actually completes.
• The buyer used another email. Use the verified identity correction or transfer. Never reveal another customer's record.
• There is a refund or dispute. Decide whether access should stay under your terms and how the product behaves.
• No Tapmy order exists. Escalate the payment-to-order mismatch before creating anything by hand.

What should I write down?

Keep the buyer email, Site and offer, date and time zone, amount and currency, Tapmy order, Stripe payment status and reference, access state, sign-in email and the fix you made. Redact personal and payment data in screenshots.

What next?

Once access is back, run a test purchase to check the confirmation journey and update the offer's delivery instructions. If it is still unresolved, contact Tapmy Support with the Site URL, buyer email, approximate time and time zone, amount and currency, and safe order or Stripe references. Never share passwords, one-time codes, full card details, bank credentials, identity documents or secret keys.