Buyers sometimes mistype their email address when they pay. Their purchase email then goes to an address they can't open, and they never get access. You can move the purchase to the correct address yourself.
Change the buyer's email
Open the presentation or video the buyer purchased and go to Monetize, then the Sales tab.
Find the order and click the ⋮ menu on its row.
Choose Change buyer email.
Type the correct address in New email and click Change email.
We send the purchase to the new address. The link we sent to the mistyped address stops working.
You can also do this from the Access page: select the buyer and choose Change email from Actions.
When the option is available
The payment has completed.
The buyer hasn't added the purchase to their library yet.
The content they bought still exists in your account.
If the buyer already added the purchase to their library, they have access and nothing needs fixing.
Rentals
If the order is a rental, the time the buyer has to start watching restarts on the day you change the email. Once they press play, the normal viewing window applies.
If the new address already has access
If the correct address already has access to this content, MediaZilla tells you so and doesn't create a second copy.
👉 Learn more: How do I track sales for a presentation or video?