When a learner cannot access the course
Confirm the exact account email, course, product or offer, payment status, enrollment status, access dates, prerequisite or drip rules, and whether the learner is using the expected school and login method. Reproduce with a safe test account before changing global settings. Check spam, browser, and mobile behavior when the problem is an email or sign-in link.
Separate payment completion from access provisioning. A successful charge and a valid enrollment are distinct records that can fail at different handoffs.
- Capture learner, order, and enrollment identifiers.
- Repair the earliest broken record.
When content, progress, or completion looks wrong
Check the lesson format, publishing state, sequence, completion rule, assessment requirement, SCORM behavior where used, and learner-specific progress. Compare instructor and learner views. Test the same content in another browser and device before re-uploading or changing the course structure.
Preserve the affected record and note timestamps. Resetting progress may hide the evidence needed to understand the issue and can create a larger learner-support problem. Use a documented correction process when a completion or certificate has consequences.
- Do not reset records before saving evidence.
- Test the exact completion dependency.
When payments or integrations disagree
Align customer identity, order, product, currency, tax, subscription status, refund state, and timestamps across LearnWorlds, the payment provider, tax service, email or CRM, and accounting. Determine which system owns the contested field. Check whether an automation was delayed, duplicated, filtered, or never triggered.
Do not manually patch several systems without recording the correction. Fix the authoritative record, replay or repair the handoff when safe, and verify downstream access and communication.
- Use one system of record per field.
- Record every manual correction.
Build the issue into regression QA
After resolution, write the trigger, affected path, root cause, detection method, repair, and a small test that would catch recurrence. Add the test to the launch or update checklist and assign an owner. Review whether monitoring could reveal the failure sooner.
Escalate to official support with the school, user-safe identifiers, timestamps, browser or device, exact steps, expected behavior, observed behavior, and evidence. Never send passwords, payment credentials, or unnecessary learner information in a support request.
- Turn every material fix into a reusable test.
- Share the minimum necessary sensitive data.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- LearnWorlds official help center — PLATFORM · checked 2026-08-22
- LearnWorlds detailed plan comparison — MERCHANT · checked 2026-08-22
- LearnWorlds mobile app FAQ — PLATFORM · checked 2026-08-22