Subscriber can’t access content despite having an active/paid account

First, check to make sure the subscriber is truly logged into their account. In most cases, the subscriber is simply not logged in and is seeing the free registration prompt.

If the subscriber is logged in, check to make sure it’s not an old account that is canceled/expired. Search for the subscriber by first name or a variant of the email address at PaywallProject -> Subscribers

In this case, we can see 2 accounts for the same person. Notify the subscriber to try logging in under the Active account.