Login Link Issues

Customer bought a course but can't get the magic link to access it.

Diagnosis Steps

1. What email are they expecting the link at?
2. Is that the email their license is under?
3. Did the link actually send (check on your end)?

Common Causes

• License is under different email than they're checking
• Link went to spam/junk folder
• Email provider blocking our sends
• Typo in email at purchase

Response Patterns

If you manually resent

Confirm you did it, which email, suggest spam folder check.

If license is under different email

Tell them which email has the license, ask them to try that one.

If link shows delivered on your end

Confirm delivery status, suggest spam check, offer to try again.

Sub-categories

• Manual resend request
• License under the wrong email
• Spam/junk folder filtering
• Delivery confirmed on our side

Phrases That Work

• "I just manually requested a login link for [email]"
• "It was processed and delivered successfully on our side"
• "Please check your spam folder"
• "I'm seeing your license under [email]"
• "Could you try requesting a login link using that email address?"

Tone

• Acknowledge frustration without dwelling
• Be specific about what you did
• Always suggest spam folder (it's usually spam)
• Quick resolution focus

What NOT To Do

• Don't blame their email provider
• Don't get into technical explanations of email delivery
• Don't make it sound like the problem is on their end (even if it is)

Validation

Draft must:

• State what action was taken
• Reference the specific email address
• Suggest checking spam/junk folder
• NOT blame their email provider