In most cases, this means one of three things:
- The member's Passport benefit has not been activated yet.
- The member's Passport benefit has been activated, but is not in good standing.
- The member's Passport benefit has been activated, but they are not signed in with the right account.
First, check if the member's benefit has been activated by looking up their entry in MVault. If their entry's Activation Date shows Not Yet Active, the member needs to activate their benefit. Give them their four-word activation token from their entry, and they can activate at pbs.org/passport
If the member's been has been activated, next check the other important fields of their MVault entry. These are:
- Start Date: This needs to be before today's date for the member to have access. If it's in the future, the member will not have access until that date.
- Expire Date: This needs to be after today's date for the member to have access. If it's in the past, the member will not have access until their expire date is changed. (There is a 90 day grace period where a member can access their benefit after the Expire Date.)
- Status: This needs to be set to On for the member to have access.
If all of these fields look right, you can check the last possibility: the member's benefit has been activated, but they are not signed in with the right account.
On their MVault entry, check their User Profile Email field. The email address for this field needs to be the same email address they log in with on the PBS site or app.
If they're using the PBS site, they should see their name at the top of the site after signing in, and they should see a Passport icon to the left of their name to show they're signed in with the right account. If they see their name but no icon, ask them to sign out on the site and sign back in with the email address in their User Profile Email field.
If they're using the PBS app, they can find the email address they're signed in with on the Profile or Settings menu option. If the email address on this screen does not match their User Profile Email field, they'll need to use the Change Account option on the Profile or Settings menu screen. Then, they reactivate at pbs.org/activate using the code from their TV screen. During reactivation, they should sign in with the same email address in their User Profile Email field.
