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Problem · course platforms · updated October 9, 2026
Common Kajabi problems and how to fix them
Most Kajabi problems fall into a few areas: content that will not publish, customers who cannot get access, video or files that will not play, or payments that get held. Here are the ones that come up most, and what to check first.
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TL;DR
- A product that will not publish is usually missing a required setting.
- Access problems are often about who a purchase was actually granted to.
- Video issues usually trace back to the file, the host or the browser.
- Held payments are about your account and verification, not the course.
- Check the exact step that failed before you rebuild anything.
On this page: Why things go wrong · Product will not publish · Customers cannot get access · Video will not play · Emails do not send · Payments are held · Symptom to fix · Where this fits
Why things go wrong
A course business depends on a few moving parts: your content, the platform and your payment account. Most problems sit at one of those, and the dashboard names the item that failed.
The useful habit is to inspect the specific object before changing anything global, because rebuilding rarely fixes an access or payments issue.
A product will not publish
A product that refuses to publish is usually missing something required rather than broken. Common causes are empty pricing, no content, or a blank required field in the product settings.
Open the product, work through each required section, and save before trying to publish again. If it still refuses, note the exact error text, which usually points to the blocking field.
Customers cannot get access
Access problems are usually about who a purchase was granted to, or when. A buyer may have used a different email at checkout, or the purchase may still be processing.
- Confirm the contact exists and the purchase is marked complete.
- Check the email the buyer used matches the account they sign in with.
- Verify the product’s access settings cover that contact.
- Have the buyer log out and back in after access is granted.
Video or files will not play
Playback problems usually trace back to the file, the host serving it, or the browser. A large upload, an unsupported format or a slow connection can all look like a broken lesson.
Test the lesson in another browser and network. If it fails everywhere, re-upload the file; if it fails for one viewer only, the issue is theirs.
Emails or automations do not send
When an email or automation does not fire, the cause is usually the trigger condition rather than the message. An automation only runs for contacts who match its entry rule.
Check the contact’s history for the trigger, confirm the automation is published and switched on, and ensure the contact qualifies for the entry rule.
Payments or payouts are held
Held payments are almost always about your account standing with the payment provider, not the course. Incomplete verification, unusual activity, or a new account can delay payouts.
Work through any outstanding verification, check the provider’s dashboard for a request, and contact support with the transaction reference if the hold persists.
Symptom to fix
| Symptom | Likely cause | Fix |
|---|---|---|
| Product will not publish | A required setting is blank | Complete the product settings and save |
| Buyer cannot get in | Purchase or email mismatch | Confirm purchase and match the email |
| Video will not play | File, host or browser issue | Re-upload or test elsewhere |
| Automation does not send | Trigger condition not met | Check entry rule and publish state |
| Payout is held | Account or verification issue | Complete verification and contact support |
Where this fits
Start with the course platforms hub. For the basics read what Kajabi is, and for the setup steps see how to set up Kajabi.
Frequently asked
Is my content lost if a product will not publish?
No. The content is still saved; the product has simply not been made available to buyers yet. Fix the blocking setting, then publish again.
Why can a customer pay but not get access?
Usually the purchase is still processing, or the buyer used a different email at checkout than at login. Confirm the purchase and match the contact.
Do I need to rebuild a course to fix playback?
Rarely. Test in another browser first, then re-upload only the affected file if the problem follows the video.
Who should I contact about a held payout?
The payment provider that processes your sales. They can see the specific reason for the hold.
Get your course back on track
Publish, grant access and get paid again.
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Related reading
- Kajabi Review
- Kajabi vs LearnWorlds: which is better in 2026?
- Kajabi pricing explained (2026)
- What is Kajabi?
- Kajabi for creators: is it worth it in 2026?
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