If a fan tells you they joined your channel but can't see something, work through these checks. Most of the time it comes down to their membership status, which tier they're in, or which account they're using.
1. Check the fan's membership
Click Contacts in the left menu.
Search for the fan by name or email.
Look at the Tier column.
Not listed, or no tier: they may have joined with a different email. Ask which email they used. See step 4.
Expired: their access has ended, often because a payment didn't go through. Ask them to update their card under Payments and renew from Subscriptions.
Cancelled: they cancelled, and their access ends on their access date.
Blocked in the Status column: you've blocked them. Select Unblock from the three-dot menu if that was a mistake.
Learn more in Understanding Your Contacts.
2. Check who can see the content
Posts: open the post and check Who can see & comment. If it's only for a certain tier and above, fans in lower tiers won't see it.
Media folders: open the folder's settings and check Who can access this folder?
Include with a membership: only fans in the tier you chose (and higher tiers) can open it.
Offer as a one-time purchase: fans who bought the folder can open it. If membership isn't also turned on, members who didn't buy it can't.
Messaging: fans can only message you if their tier includes the Messaging Add-on.
To check what a tier includes, go to Settings, open Tier Settings, and select Edit Tier on that tier.
💡 Tip: Adding a preview to locked posts gives fans in lower tiers a teaser, so they know the content is there and what they need to unlock it.
3. Check the tier itself
In Tier Settings, see if the fan's tier shows Deactivated or Archived. Fans in a deactivated tier see a note that it's temporarily paused. See Managing Your Tiers.
4. Make sure they're in the right account and view
Two accounts: fans who sign in different ways (for example, with email one day and Sign in with Apple another) can end up with two accounts. Point them to I Think I Have Two Accounts.
Wrong profile: if the fan is also an artist on Grouped, they need to switch to their Member profile to see channels they've joined. They can do this by clicking their profile photo.
5. Email verification
If a fan hasn't verified their email after a few days, your channel will ask them to verify before they can continue. Ask them to check their inbox and spam folder for the verification email, or click Resend Verification.
Still stuck?
Send the fan to I Subscribed But Can't Access the Content, or contact us at support@grouped.com with the fan's email, their tier, and what they're trying to open.