Help center
Quick ways to recover access, track purchases, and get help while keeping your request linked to the right order.
Search for access, payment, video, refunds, or mediation.
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Check your inbox, spam folder, and the email used for the purchase. If the link never arrived or has expired, use Recover access to receive a new secure sign-in link.
Sign in with the same email used for the purchase. If there is more than one purchase under that email, the library brings together the confirmed courses for that session.
Pix, cards, and international currency may have different confirmation times. Access is granted only after the payment method confirms the event; boleto becomes available after approval.
Open the student area, select the purchase, and submit the request. It will be linked to the correct history and follow the offer’s guarantee policy.
Refresh the page, check your connection, and try another browser. If the issue continues, request help from the student area and provide the course, lesson, and time of the error.
Identity changes require purchase verification to protect your access. Use the student area or the creator support listed on the school site.
Do not send the full card number. Submit a request with the date, amount, product, and purchase email so the creator can review it securely.
If the creator does not respond within the stated time or there is an access dispute, the student area shows when One Buy mediation can be requested.
1. Open the student area
Use the purchase email to link the request to the right student.
2. Choose the purchase
Select access, billing, cancellation, refund, or another topic.
3. Track the response
The history is saved in the area itself, with mediation when applicable.
Unable to sign in?
Use this option if you cannot access the student area, lost the purchase email, or automatic creator account creation failed. It does not automatically change access or payment.