Still Locked After Purchasing

There are a few potential causes for the service to still appear locked after a purchase has been made or a subscription has started. Here are a few things to check that might resolve the issue:

1. Are you signed in using the same email address used to purchase/subscribe? Purchased access is associated with the email address used to make the purchase. If you are signed in using a different email address, you would not have the same access. All you would need to do is sign out and sign back in with the correct email address. 
If you purchased access through the Apple App Store, check to see if you have Apple's Hide My Email feature enabled- https://support.apple.com/en-us/HT210425
This would associate your subscription with a randomly generated "privaterelay.appleid.com" address.

2. Are you trying to access the correct product? We have over 100 products on the market. Some are very similar ( My Dental Mastery & Dental Boards Mastery NBDE II, My Mastery Nursing, NCLEX PN Mastery, My Nursing Mastery, etc...) but are entirely separate websites and mobile apps. Double-check that you are signing in to the correct service. There is a big difference between NCLEX PN Mastery, NCLEX RN Mastery, and My Nursing Mastery for example. If you need help locating your purchase or need clarification on what was purchased, please contact us at [e-mail].

3. Does your app need to be activated using the activation code? Some of our products can be unlocked using an activation code from a textbook. This includes the Social Work ASWB (Bachelors, Masters, & Clinical) series, FNP Certification Review 3rd ed, AGNP Certification Review, ADA CDT Codes, and others! 

The code must be activated on the web version of the app and cannot be activated in the mobile app. Each textbook (on the inside cover) or digital access has the website listed with instructions to activate. 
If you have already created an account in the mobile app, use the "Log in" option when accessing the web app. 
TIP: Be sure to enter the code in ALL CAPS.

Dearborn Real Estate is not code-activated. The code from the Modern Real Estate Practice textbook is for a different product and can be used HERE. 

4. Everything else is in order, but the mobile app still appears locked
From time to time, the mobile app will need to be prompted to communicate with our database so that it can recognize a purchase. 

If the mobile app still appears to be locked after purchasing, manually syncing might be needed.

From the home screen of the app, click on your profile icon (in the upper right corner of the app), select "Additional Settings", then select "Sync Progress Between Devices".

This action should trigger the app to realize that your profile is unlocked and should give you full access to everything.

5. Reach out to our Customer Success Team!
Even when everything is done perfectly, there can still be a technical issue disrupting the service or other unforeseen issues. Please contact our Customer Success Team for assistance at [e-mail]. We are available to take your call Monday-Friday 8AM-4PM CST.