If a buyer has lost access to your subscription product, the most common reason is that they have overdue payments. In these cases, Hotmart automatically blocks access to the content until the subscription is brought back into good standing.
In this article, you'll learn why this happens, how the access block works, and what options are available to help your buyer.
Why is access blocked?
For subscription products, access to content is directly tied to recurring payments.
When a payment is not made, the subscription becomes delinquent, and the system automatically blocks access to the product. This process is handled by the platform and ensures that only buyers with an active, up-to-date subscription can access the content.
Can I restore access manually?
No. While the subscription remains delinquent, it isn't possible to keep the buyer's access to the product active. Even if you manually grant access in the Members Area, the system will continue blocking access until the subscription is brought back into good standing.
How can the buyer regain access?
Access will be restored once the subscription is back in good standing. Depending on the purchase status, this may happen after:
- paying the overdue recurring payment;
- updating the payment method to allow a new payment attempt;
- completing a payment negotiation, when this option is available for the subscription.
What can I do as a creator?
Although you can't restore access while the subscription has overdue payments, you can guide the buyer on how to regularize their subscription.
If the purchase is eligible, you can also create a Subscription Negotiation, giving the buyer a way to settle the outstanding payments. To learn more, see the article Using Subscription Negotiation.