This guide provides a clear troubleshooting process for you to follow when your subscribers are unable to access content despite having an active subscription.
Why do my subscribers report subscription access issues?
Subscribers occasionally report being unable to access content even when their subscription is active. This can be due to several factors:
| Cause | Description |
| Entitlement Delays | There might be a brief delay between payment for a new or a renewed subscription and the system granting access rights. |
| Login Mismatch | The subscriber may be logged in with different credentials than those associated with their active subscription (e.g., social login vs. email login, or a different email address). |
| Platform Synchronization Issues | The subscription status might not have synchronized correctly between the payment platform (e.g., Apple, Google, Roku) and your content platform. |
| Cache Problems | Stored data on the user's device or browser might prevent the updated subscription status from loading correctly. |
Guide your subscribers through initial checks
When a subscriber reports an access issue, advise them to perform the following actions. These steps resolve the majority of access issues without needing further escalation.
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Verify Login Credentials:
- Confirm they are logged in with the exact email address or social account used to purchase the subscription.
- If they have multiple accounts, ensure they are using the correct one.
- Ask them to log out and log back in to refresh their session.
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Check Entitlement Status within Your Platform:
- Guide them to their "My Account" or "Subscription" section within your application or website.
- Instruct them to look for confirmation of their active subscription status there. Sometimes, a simple refresh of this page can trigger an update.
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Clear Cache and Cookies:
- Advise them to clear their browser's cache and cookies, or the app's cache (if applicable), and then restart their browser/app.
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Try a Different Device or Browser:
- Suggest that they try accessing the content on another device or a different web browser. This helps to rule out device-specific issues.
Guide subscribers to your Support Team
If a subscriber has performed the above checks and the issue still persists, guide them on when and how they can contact your customer support. If Cleeng’s Hi5 is part of your license, customers will need to reach out to the Hi5 team.
In the guidance, include details of what information they need to provide (see the next section). The information listed there is required for troubleshooting, regardless of who handles customer support: whether it is your own team or you use the Hi5 service.
What information should I collect for troubleshooting?
The following checklist outlines the essential information required to investigate access issues. Ensuring these details are collected is vital for a fast and effective investigation, whether the issue is handled by your team, the Hi5 service, or escalated further to Cleeng.
- Subscriber's Email Address: The email address associated with their Cleeng account and the subscription.
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Subscription Details:
- The specific product or offer they subscribed to.
- The date of their initial purchase or last renewal.
- The platform/device they used for the purchase (e.g., your website, Apple App Store, Google Play, Roku).
- Screenshot/Description of the Error: A screenshot of any error message or a detailed description of what happens when they try to access content.
- Troubleshooting Steps Already Taken by Subscriber: A list of the steps the subscriber has already tried (e.g., verified login, cleared cache, tried different device).
Providing these details will allow for a much faster investigation and resolution.