Most of the time this is one of four things. Check them in this order.
1. Did the payment go through?
Open Orders in your admin and find the student. If the order is still pending or it failed, the student was not charged, or the payment provider is still confirming it. Ask them to try again from the shop.
2. Are they signed in to the same account?
Students sometimes buy with one email and sign in with another. Check the email on the order against the account they are using.
3. Did they buy the right thing?
A section unlocks only that section: buying IELTS Academic Writing does not unlock Reading, or the same section in another exam course. Teacher-led courses and full mock tests come only with Premium. The student detail page shows exactly what they have.
4. Has the access ended?
Every purchase has access days. If they have run out, the student needs to buy again.
Still stuck?
You can give them access while you sort it out, then write to us with the order details.