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What should I do if I can't access my purchase?

If you experience issues accessing your purchase, we've listed in this article the most common reasons for this to happen. These reasons may include:


Incorrect Password

If you're trying to access your account and received an error message stating that your password is incorrect, you can reset it in just a few steps. To learn how to reset the password for your account, please refer to our article on How can I reset my Hotmart access password?.

Once the password is reset, you'll be able to access the platform with the newly established password.


Email address with typing errors

When making a purchase on our platform, it's necessary to register an email address associated with your account. This way, you will receive all the information you need to access the product you purchased, as well as the details of the transaction.

However, it's common for typing errors to occur during this registration process. When this happens, you may not receive the access details and relevant information about your purchase in your email.

If you realize that the email registered during the purchase contains errors, please refer to our article How do I change the email address used to access the product?.


Product hosted on an external members area

Products sold on Hotmart can be hosted directly on our platform or on an external platform. This means that they can be accessed either through our site or through another platform defined by the creator, depending on the configuration they set up.

When your product is hosted on an external Hotmart members area, the creator and their support team are responsible for sending the product access information. Therefore, if you have any difficulty finding the link to access the product, or are unable to log in, we recommend that you contact the creator directly following the instructions in the article How do I contact the creator?.


Product access period expired

Some products available on our platform have an access period determined by the creators. This means that not all products offer lifetime access, i.e. access that does not expire.

If when you try to access your product you receive a message indicating that you are not allowed to enter the members area, it probably means that the access period to the course was limited and has already expired, automatically blocking access to the product.

As this setting is determined by the creators, we suggest that you contact their support team directly to find out more details about the access time previously set. If you have trouble finding the support email address, see our article How do I contact the creator?.


Delayed payment of a subscription or Smart Installment

To ensure access to your subscription or product purchased through a Smart Installment plan, it's important to keep your plan payments up to date. If, for any reason, the payment is not completed or the transaction is not approved, your access to the product is automatically blocked. However, you only have to regularize the outstanding payments to regain access. 

To find out how to reprocess the payment, see our article How to reprocess a payment?.

If you have a problem with the card registered for the purchase, you can change it according to the instructions in the article How can I change the credit card I have registered to pay for my subscription?.

If you chose to pay via bank slip, keep in mind that it may take up to 3 business days for the payment to be confirmed by the bank.


Other possible reasons...

Cache problems

Sometimes, your browser's cache can cause problems with page loading, resulting in unexpected errors. If you're having trouble accessing our pages or notice anything unusual, a simple solution is to clear your browser's cache. This ensures you see the latest versions of pages and resolves potential loading conflicts.

If you're accessing from a mobile device, here are the instructions on how to clear the cache, according to your device's operating system:

For Android devices:

  1. Open Settings;
  2. Then, select Apps (or Manage Apps);
  3. Tap on the app you want to clear the cache for (the browser used);
  4. Select Storage;
  5. Then click on Clear Cache;
  6. Go back to the link and try accessing it again.

For iOS devices:

  1. Open Settings;
  2. Tap on Safari (or the browser used);
  3. Then, click on Clear History and Website Data;
  4. Select Clear All;
  5. Go back to the link and try accessing it again.


Access via our app

If you're trying to access from a cell phone or tablet, we recommend using our app for more fluid navigation. With our app, you can access all the digital products you've bought that have the Hotmart members area, offering an optimized experience and access to content anywhere and at any time.

To install our app, simply go to the App Store if you're using a device with an iOS operating system. For Android devices, simply go to Google Play.

If you already use our app, make sure you have the latest version installed on your device.


Check that you have the right account

It's common to have more than one account registered on our platform. If you can't find your products when logging in, first check if you used the same email for your purchases. If in doubt, check the icon located in the top right corner of the page to see which email you used to access that account. Always make sure to log in with the email associated with your purchases to ensure that all transactions and information are centralized correctly.


Purchase email was redirected to the spam folder

If you made a purchase and didn't find the confirmation email in your inbox, also check the spam folder. Sometimes, it can be redirected there. Mark the email as "not spam" to ensure future delivery to your main inbox.

Do you need to talk to us?

If you have any further questions, please contact us and we'll get back to you as soon as possible