What should I do if users cannot access my Moodle site?

Start by checking whether the problem affects everyone or only some users.

If everyone is affected:

1. Open the Moodiy client portal and check the subscription status and alerts.

2. Check whether the service is suspended, waiting for payment, scheduled for termination, pending setup, pending downgrade or upgrade, or under scheduled/ongoing maintenance.

3. If you use a custom domain, verify that DNS is still configured correctly.

4. Try the original Moodiy subdomain if it is still available.

If only some users are affected:

1. Confirm their Moodle username or email is correct.

2. Ask them to reset their Moodle password.

3. Check whether their Moodle account is suspended, deleted, or not enrolled.

4. Confirm the course enrolment and role are correct.

5. Ask them to try another browser or network.

If the issue continues, contact support with the site URL, affected users, error message, and when it started.