If you purchased a product through Hotmart and are having trouble accessing it, there may be a few reasons preventing access, such as the email address used for the purchase, the payment status, account login, or content availability.
In this article, you will find the main situations that may prevent access and the instructions for resolving each one.
Before you begin: confirm that the purchase was approved
The purchase confirmation is the first sign that the payment was identified and that the product may be released for access. Before reviewing the other situations in this article, check whether you received the message sent by Hotmart.
Look for the confirmation email in your inbox and also check your Spam, Junk, Promotions, and Social folders.
In this message, you will find information such as the product name, payment status, email address used for the purchase, transaction code, and, when applicable, access instructions.
If the payment is still under review or awaiting confirmation, the product may not appear in your account immediately. Payments made by bank slip, for example, may take up to three business days to be identified by the bank.
If the charge already appears on your bank statement or card statement, but you still have not received the confirmation or access email, see the article What should I do if I’ve already paid, but my purchase hasn’t been released?.
My purchase was approved, but it does not appear in my Hotmart account
If the payment was approved, but you cannot find the purchase after logging in to Hotmart, it may be linked to another email address.
This can happen if you use more than one email address or logged in to a different account from the one used for the purchase. See below how to check this information.
❯ The email address used to log in is different from the one used for the purchase
If you received the confirmation email, open the message and identify which address is linked to the transaction. Then, access your Hotmart account, click the profile icon in the upper-right corner of the home screen, and check the email address used to log in.
The purchase will only appear in the account associated with the address provided at the time of payment. If the email addresses are different, log out of the current account and log in again using the address that received the purchase confirmation.
If you need to change the email address registered for the purchase, see this article.
❯ The purchase email address was entered incorrectly
A typing error may prevent you from receiving the confirmation email and may cause the purchase not to appear in the expected account. This may happen, for example, when there is:
- An incorrect letter in the address.
- An incomplete domain, such as “@gmail.co”.
- An email address you no longer have access to.
- Autofill using a different address.
If you have already checked your inbox and the Spam, Junk, Promotions, and Social folders but did not find the confirmation message, the address may have been entered incorrectly at the time of purchase.
In this case, you will need to contact our support team to request the email correction. See the article I made a purchase and need to change my access email address and follow the instructions.
I received the confirmation email, but I cannot access my account
If an error occurs when you try to log in to your Hotmart account, you can choose one of the available login options:
- Email and password: enter the email address used for the purchase and the registered password.
- Access code: receive a temporary code by email and log in without entering a password.
- Social login: access your account using Google or Apple.
If you choose to log in with your email address and password but do not remember the registered password, click Forgot my password on the login page. For complete instructions, see the article How do I change my Hotmart account password?.
I can access my account, but not the product I purchased
If you can log in to Hotmart normally but cannot open the product, check whether there is an outstanding payment or whether the access period has ended.
❯ There is an overdue subscription payment or installment
For subscriptions and purchases with recurring charges, a declined monthly payment or installment may interrupt access. Once the payment is regularized, access is usually restored automatically.
Check whether the registered card is valid, has available funds or credit limit, and whether the information provided is correct. Also check whether there is any outstanding charge.
To regularize the payment, see the articles How do I retry an overdue payment? and How do I change my subscription payment method?.
❯ The access period has ended
Some products are available for a set period, such as six months or one year. This period is defined by the creator and can be checked in the terms presented at the time of purchase.
In this case, contact the creator’s support team to confirm the product’s access period and check whether it can be renewed. To learn how to get in touch, see this article.
I can access the product on my phone, but not on my computer
When the product appears on one device but not another, check whether both devices are logged in to the same account.
Open the product on your phone and check the email address displayed in the profile. Then log out of the account on your computer and log in again using the same email address and the same login method.
Avoid switching between password login and social login without checking which account is being accessed. Entering a Gmail address, for example, is not necessarily the same as selecting Continue with Google. Depending on how the account was created, these options may open different accounts.
The product opens, but the lessons, videos, or files do not work
If you can access the product but have trouble with a lesson, video, or file, the issue may be related to that specific content.
This may happen when:
- A video does not load or has no sound.
- A PDF asks for a password that was not provided.
- The file is corrupted.
- The link leads to a page that does not exist.
- Lessons, modules, bonuses, or promised materials are missing.
- The members area states that no content has been added yet.
- The download shows a permission error, such as “403” or “402”.
First, try opening the material in another browser or on another device. If the problem continues only with that lesson, module, or file, contact the creator and provide:
- Product name.
- Lesson, module, or file name.
- Error message displayed.
The creator is responsible for adding, organizing, and keeping the lessons and materials included in the product available. To learn how to contact them, see this article.
The product is available on an external platform
Not all products are delivered through Hotmart’s members area. Some creators use another website, app, or platform to provide the content.
In these situations, look in your email for messages sent under the product name, the creator’s name, or the responsible company’s name. The message usually includes the access link and instructions.
If the link does not work, the page does not exist, or the login details are rejected, contact the creator. The team responsible for the product manages access to the external platform.
The page does not load or shows an error message
If the page remains blank, does not finish loading, or shows an error message, try accessing it in an incognito or private window or through another browser.
If the problem continues, check your internet connection and, if possible, try accessing it from another device. Finally, clear your browser cache if the page continues to show outdated information or keeps you logged in to another account.