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Start here when a student says they do not have access, or when a send button does nothing. Each item is a symptom, then the fix.

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The student has no codes

Codes are held but not sent yet.
  1. Open Pending deliveries for that student.
  2. If timing is Reserved, waiting automatic release, wait until the date (the sender runs about once an hour). Or click Release to send now.
  3. If timing is Reserved, waiting manual release, click Release.
  4. If it says Waiting for codes, you were out of stock. Import codes.
The send worked. The inbox did not.Click Resend. Ask them to check spam. The subject looks like Your access credentials for .
Access was not released, or it was taken back.Check Pending deliveries and the student’s Access tab. If the row is Refunded or Taken back, they should not have codes. If it is still pending, release or wait for the schedule.
Confirm the course delivery model is Access from another provider or Both, and that the course is assigned to that program offering (or they bought the standalone course).Lessons-only courses never create access rows.

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You cannot send

A same for every student field is empty (Course ID, website, approval number, or a cohort document field).Fill it in on Student access or on Credential settings for this cohort. June does not borrow March’s Course ID.
Import unused codes for that course. Waiting students are filled automatically. Then follow the course timing (you may still need Release if timing is manual).
You may have mapped the wrong column, imported for a different course, or every row was a duplicate.Open the import preview next time before you commit. Search one code from the file with Search by exact code.

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The student has the wrong details

Set the override on that cohort. Students who already received access keep what they were sent. New sends use the new Course ID. If someone already has the wrong ID, hand-enter a note in Instructions or contact support.
Search the exact code under Access codes. See who it was sent to.If this student never used it, the vendor may have consumed it another way. Hand-enter a replacement, and mark the old one Already used.
That should not happen for in-stock unique values. Search the code. If you pasted the same code into two hand-enters, stop and mark one burned. Import from the vendor file going forward.

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Refunds and leftover codes

The course uses Stop the refund unless staff override, and codes were already sent.Confirm the student should get money back, check Override and refund anyway, then verify the code so it is not given to the next student while still active.
If it was already sent, it is in Needs verification. Open it and Mark available or Mark burned.If it was never sent, it should already be In stock.
Open it and click Return to stock.

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Settings will not change

That one setting locks after a student is enrolled in a program that includes this course, after a standalone purchase, or after any access-code delivery exists. Everything else on the course is still editable. If you picked the wrong model, create a new course.
After students have received access, unique vs shared is locked. You can still edit labels and the student message.
The delivery model is still Lessons on FirstRespondersHub, or you are signed in as an instructor. Only program owners see Student access.
That page is program owners only. Instructors use Pending deliveries and the student’s Access tab.

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Email and timing oddities

Automatic send runs about once an hour. This is expected. Click Release if someone needs it immediately.
Standalone purchases have no class date. Use Right after purchase or When staff sends it.
If they already had released access for that course, the platform reuses it on purpose so you do not burn a second keycode.
That is normal. One digest can include every seat. In the dashboard they still show as Access code 1 of N, 2 of N, and so on.

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Quick “where do I click?” map

If you have checked this page and it still looks wrong, contact First Responders Hub Support with the student name, course, and the status shown on Pending deliveries.