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First, ask the student which payment method they have used - debit/credit card or M-pesa (only for Kenyans) and the email address the they used to buy a course.
Solid payments (Nigeria, Kenya)
Go to https://hub.solidgate.com/order-search → Orders → Search [email the customer used for purchase]:
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Statuses:
Settled: successful → the user has paid.
Authorized: successful → the user has paid.
Processing: the order is yet to be completed.
Decline: check the code number here https://docs.solidgate.com/payments/payments-insights/error-codes/.
Decline: check the code number here https://docs.solidgate.com/payments/payments-insights/error-codes/ .
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M-pesa (Kenya)
Go to browse Organization
On your left go to review the transaction
Under review transaction go to Account type and click on the drop-down then select utility account
Go down to completed transactions and select completion time, then key in the period you wish and click on search
Just down the search area and click on export and you will get the report of people who deposited
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| Info |
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To ask for access to M-pesa and Solid, contact the Project Manager. |
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Do you have an app?
We do not have a branded app just yet, but the parent platform of our course is available via Google Play Store and Apple App Store.
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As a first step, you can start out by confirming that the student has an account on your site, and that their email address is spelled correctly by heading to the Users section of your admin dashboard. If their email address isn’t there, you can check if their name exists under a different email address. When students cannot access a course or their account we often find it is because they are using the wrong or misspelled email address.
Your student may have forgotten their password. In this case, the student can reset their password.
Students can reset their password by going to your Thinkific site, clicking Sign in and then selecting Forgot my password. That page lives here: https://legit-edu.thinkific.com/users/password/new
After inputting their email address and selecting Forgot my password, they will receive an email with a link to reset their password. This email can take up to 5-10 minutes to be received. Note that if they click Forgot my password many times, multiple emails will be sent and only the reset link in the most recent email will work.
If the student gets an error when they click the reset link that says Error: reset token failed, this is usually because they clicked Forgot my password many times and are attempting to use an old link. It can also happen if they click on a link that is over 6 hours old.
If your student is still having trouble resetting their password via that link, you can manually reset their password for them, by clicking on the edit button next to a student on the Users page, then providing that to them via email.
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How to check if the student was enrolled
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How the welcome email looks like
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