Locate the failed boundary
Ask which community and space the member expects, what route they used and what non-sensitive message appears. Distinguish a login failure from an account that works but lacks access. Use the minimum context needed to investigate. Do not request passwords or private payment credentials, and avoid collecting a full screenshot if it exposes unrelated account information.
Compare the intended configuration
The authorised owner should check the invitation, membership condition and any relevant approval or purchase state. Different entry routes can lead to different outcomes. An administrator’s ability to open a space is not proof that an ordinary member can. Record the actual relationship that needs correction rather than trying unrelated account changes until something appears to work.
Do not create a second problem
Avoid duplicate accounts, repeated purchases and uncontrolled invitation resends. If a prior action has an uncertain outcome, investigate before repeating it. Escalate account-specific or payment-specific issues through the appropriate provider process. This guide cannot inspect the member’s account or establish that a particular subscription is valid.
A fictional resolution
A member reaches the general community but not the workshop discussion promised in their existing membership. The helper identifies that specific access gap and routes it to the membership owner. The case remains open until the intended discussion is reachable or the owner explains the applicable entitlement. Successful sign-in alone does not close it, and the helper does not direct the person to purchase a second membership as a shortcut.
Before you close this task
Keep the case’s original symptom and the actual correction separate. If the member later reaches the intended space, record that observation rather than assuming the last administrative change caused it. This makes recurring issues easier to diagnose without repeatedly applying a fix that was never shown to address the problem.
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.
- Member purchase and access — Merchant documentation · docs.mightynetworks.com · Merchant-controlled · checked 2026-09-28
- Mighty Networks administration — Merchant documentation · mightynetworks.com · Merchant-controlled · checked 2026-09-28