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Please let me know if I can help you with anything else today.
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Card processing issues are often caused by a restriction set by the cardholder's bank. From insufficient funds to an overzealous fraud system, payment failures can happen for a number of reasons. As a quick first step, you can always ask your student can try a different card. If they're unable to try that, you may need to do a bit of investigation.
Here are some other common issues to look out for:
Some debit cards require a PIN to be entered. If the cardholder is trying to use one of these cards, they may need to use another card to make the purchase.
Some cards have restrictions on cross-border usage or have card limits. In this case, you can ask your student to contact their bank to see if they have this restriction, and if they can lift that restriction for this purchase.
High-cost items can trigger a fraud warning from the cardholder's bank. Again, in this case, you can ask your student to contact their bank to authorize the purchase.
Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare. In this case, your student may need to use a different card.
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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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I will do my best to help you access the course ASAP.
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If one of our students is having trouble signing in to their account, you have a few options to help them:
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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Here how the welcome email looks like:
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When they click, they will be forwarded to this page.
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Video guide on how to sign in for the first time (students have to create their own password):
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Video guide on how to sign in when the user is already registered:
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I forgot my password or login
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Make sure you are using the correct email address associated with your account.
Search your inbox and spam folders for the email addresses listed above. If these emails routinely end up in spam, consider adding these email addresses to the safe sender list in your email service provider settings (e.g. Outlook, Gmail).
Try resending the email. If you have still not received the email after a few minutes, try again.
If you are working for an organization, make sure Thinkific emails are not blocked by their Firewall or spam filter settings.
I don’t see the whole course
Our curriculum is broken down into a Drip Lesson Schedule, a unique and effective way to structure our course content.
A Drip Lesson Schedule means that instead of providing all course materials at once, we will release them in smaller, manageable parts over a set period.
This way, you won’t feel overwhelmed with too much information at once. Instead, you’ll get bite-sized lessons that are easier to handle.
Here’s our detailed schedule, so you know exactly when each lesson will be released.
Chapter | Release Date | Lesson Topic |
|---|---|---|
1 | Immediately Available | Introduction to Copywriting |
2 | Mastering Tone and Style | |
3 | Crafting a Captivating Copy | |
4 | Analyzing Successful Copywriting Campaigns | |
5 | Unlocking the Psychology of Persuasion | |
6 | Social Media Copywriting | |
7 | Copy that Sells | |
8 | Will be automatically released 10 Days after the student accesses the course for the first time | SEO Copywriting Essentials |
9 | AI and other Tools | |
10 | A/B Testing | |
11 | Compliance and Legal Aspects | |
12 | Building Your Portfolio and Brand | |
13 | Client Acquisition Strategies | |
14 | Building Your Network |
We understand new methods can seem unfamiliar, but rest assured, this approach is backed by educational research and used by many institutions.
I can’t access the lesson
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You can find a detailed description of and instructions for the Final Project in your account in the Gold Benefits chapter at the bottom of the lessons list.
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We will get back to you during the next 30 minutes.
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I see the incorrect course on my Student Dashboard
Getting to the root cause of why your student doesn't see a course on their student dashboard is easily found by navigating to several places in your account and answering a few questions.
Check the Users section of your admin dashboard to confirm the student has enrollments:
Does the student exist? Are they enrolled in any courses? Are they the correct courses?
Are they enrolled in the full course or just the free preview?
Is their enrollment expired?
Does their date of enrollment match their order date?
Check the Orders section of your admin dashboard, to confirm that the order exists. Note that their order will only exist if you are taking payments within Thinkific.
Does the order exist?
Does it show the amount paid?
Does this match what courses the student is enrolled in?
Check your integrated Stripe and/or PayPal account to see if customer and payment exists
Can you find the customer?
Does the customer have a credit card attached? Did a payment go through? Is it showing declined or failed credit card errors?
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I have troubles viewing videos
Often, this issue is caused by a browser problem on the student's computer. It is also worth noting what file type you have chosen to upload your videos in. For example, .mp4 is most widely supported across all browsers. If you are using another format, it may be that the student's specific browser does not support that file type. You can check out Can I Use to find out what file types are best supported by which browsers. We also recommend that all internet browsers be up to date. If you're not sure what browser you're using you can check out here: https://www.whatsmybrowser.org/
Here are some basic browser troubleshooting steps that are a great starting point to recommend to your students.
Clear the cache and restart the browser. Also, check if you’re using the newest version of the browser
Try a different browser (we like Google Chrome)
Try an Incognito / Private Window (this will rule out an issue with browser extensions).
Restart the device (it's a cliche but it works!)
If possible, try a different device!
If possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider.
For other video-related issues, please check out our video playback troubleshooting guide.
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I have troubles playing audio files
Often, this issue is caused by a browser problem on the student's computer. It is also worth noting what file type you have chosen to upload your audio files in. For example, .mp3 is most widely supported across all browsers. If you are using another format, it may be that the student's specific browser does not support that file type. You can check out Can I Use to find out what file types are best supported by which browsers.
Here are some basic browser troubleshooting steps that are a great starting point to recommend to your students.
Clear the cache and restart the browser. Also, check if you’re using the newest version of the browser
Try a different browser (we like Google Chrome)
Try an Incognito / Private Window (this will rule out an issue with browser extensions).
Restart the device (it's a cliche but it works!)
If possible, try a different device!
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I have troubles viewing PDF lessons
If students are receiving a message that they cannot view the PDF on their browser yet can normally view PDFs from other websites, it may have to do with your browser settings. Ask the student to check their browser and ensure that the application set to view PDFs is the "preview in browser" option.
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Student Issue Template (Please fill out with as much information as possible)
Please provide a brief description of the issue.
What is the name of your student(s) that were impacted and what is their email address?
Which course(s) and which lesson(s) were they experiencing this issue?
Which browser and which version was your student experiencing this issue in?
Does the student have any browser extensions/plug-ins installed and did they try disabling them?
What troubleshooting steps did you try?
Were you able to replicate the problem? Can you provide a screencast of the issue occurring?
Is there an error message? Can you send us a screenshot of the error message?
Can you screenshot any errors you see in your browser console?