From time to time it happens that contacts reach out asking why they can't view content they have been give access to. Below are the most common reasons as to what could be the problem.
1. Contacts are not logged in
Believe it or not, this is quite common. Always make sure to ask if they have in fact logged in when trying to access a screener, trailer or a press release.
2. Contact has more than one email address
Many users have registered more than one email address. To you it looks like they do in fact have access. But if they are logged in with an email address that is not added to your specific contact group/s, they won't be able to access the content.
Ask the contact what email address they use when logging in.
Quick way to check access
There is a shortcut to finding out if a person is in fact added to a specific video post. Click the contact icon visible to the right of title. Opening the list you can search for a contact email address.
If the person is not in the list you can add the email address. Click 'Actions' to the right and choose 'Add user'. Add email address, other details and select group. The groups that appear in the drop down are the contact groups given access to the specific post.
If you want to only give one-time access to a specific post and not add a contact to group/s you can add them individually. That is done in the access tab to the post. Read more about how to give one-time access.