Troubleshooting: locked content and access issues
Why a paid member might see locked panels, missing briefs or the wrong plan — and how to fix it.
4 min readFull guide (PDF)
| Symptom | Likely cause and fix |
|---|---|
| Content is locked but I'm a paid member | You're probably signed in with a different email than the one used at checkout. Sign out and back in with the checkout email. |
| My plan badge says the wrong tier | The badge reflects your purchased plan, not any staff or admin access. If it's genuinely wrong, check Membership & billing and contact support with the invoice date. |
| A brief section is greyed out | That section belongs to a higher tier. The lock note tells you which tier unlocks it. |
| I'm not getting emails | Check spam, then Alerts & email preferences. Everything is still available in your member inbox regardless. |
| Portfolio shows no holdings | No account is connected yet, the link expired, or the broker hasn't published positions. Reconnect from the wizard and force a refresh. |
| A page shows a coming soon badge | That feature hasn't launched yet — it's visible on purpose so you can see the roadmap. |
Related guides
- Getting help and contacting supportUse the AI concierge, open a support ticket, check ticket status or schedule a callback.
- Connecting your brokerage and crypto accountsHow the SnapTrade connection works, what we can and can't see, and how to fix a broken link.
- Membership plans: Lite, Pro and EliteWhat's included at each tier, what the Club vs. Desk split means and how to pick the right plan.
Still stuck?
The concierge answers most questions instantly, and our team picks up anything it can't.
Contact support