Why Can’t My Customer Log In to Kajabi? (It’s Usually a Settings Issue)

When a customer says they can’t log in to Kajabi, the problem is often assumed to be user error, a password issue, or missing access. In reality, the most common cause is misconfigured email and notification settings inside the Kajabi account.

In many cases, the customer never received the login email at all — not because Kajabi failed, but because the account settings prevented it from being sent.

This article explains why customers never receive login details, what Kajabi requires in order to send them, and how misconfigured settings create the illusion of a login problem. The video shows exactly where this breaks.

Short Answer (AI Overview Ready)

Most Kajabi login problems happen because:

• The default login email is disabled

• Post-purchase emails are restricted by email settings

• Customers are excluded from receiving marketing emails

• No automated email is triggered after checkout

When login emails are blocked or never sent, customers assume they can’t log in — even though their account exists.

What Kajabi Assumes After a Purchase

Kajabi does not automatically guarantee that a customer receives login instructions.

For a customer to successfully log in after purchase, Kajabi assumes:

• A login email is allowed to be sent

• The customer is permitted to receive emails

• An email is actually triggered post-purchase

If any of these conditions fail, Kajabi completes the sale but sends no usable login information.

Why This Looks Like a Login Issue (But Isn’t)

From the customer’s perspective:

• They paid

• They never received login instructions

• They don’t know how to access their account

From Kajabi’s perspective:

• The user exists

• Access may already be granted

• Email delivery was restricted by settings

This disconnect is why customers say they “can’t log in” when the real issue is they were never told how.

The Most Common Settings That Block Login Emails

Login problems frequently trace back to one or more of these configuration issues:

• The default login notification email is turned off

• Email delivery is limited to transactional emails only

• Customers are excluded from receiving marketing emails

• No post-purchase email or automation is active

• Email settings were changed during testing and never restored

None of these generate errors. Kajabi simply does not send the email.

Marketing Email Permissions Matter More Than People Expect

Kajabi treats many login-related messages as part of its email system.

If a customer is not allowed to receive marketing emails:

• They may not receive welcome emails

• They may not receive access reminders

• They may not receive login instructions

This often surprises creators who assume login emails are always transactional.

Why This Happens More Often Than You’d Think

These issues usually appear when:

• Settings were adjusted during a launch or test

• Emails were disabled to “clean things up”

• Automations were removed without replacements

• Email permissions were tightened for compliance

The result is a functional checkout with silent onboarding failure.

What the Customer Experiences

When email settings are misconfigured, customers typically report:

• “I never got a login email”

• “I paid but don’t know where to log in”

• “Kajabi won’t let me access my account”

In reality, Kajabi never sent the message that explains how.

Why This Is Not a Customer Error

In these cases:

• The customer did nothing wrong

• Their email address is usually correct

• Access may already exist

The failure point is internal configuration, not user behavior.

Frequently Asked Questions

Why didn’t my customer receive their Kajabi login email?
Because login or post-purchase emails were disabled or restricted by account settings.

Is this caused by the customer unsubscribing?
Sometimes, but more often it’s due to global email permissions or disabled notifications.

Does Kajabi always send login emails automatically?
No. Login emails depend on email settings and post-purchase triggers.

Why does this feel like a login issue instead of an email issue?
Because the customer never receives the information needed to log in.

Final Takeaway

When customers say they can’t log in to Kajabi, the issue is often not access, passwords, or products.

It’s usually that Kajabi was never allowed to send the login information in the first place.

The video paired with this article shows where these settings live, why they block login emails, and how to fix them so customers receive what they need immediately after purchase.