It seems like this person is accessing the content from a rotating IP proxy. Our security is based on IP addresses so it needs to be consistent.
However, we've implemented a solution for you. When editing the subscriber record, you can checkmark to exempt them from access limitations. This should fix the problem for them.
Just be aware that sometimes a client might have shared their details with someone else... and it is possible that a paid client who shares their details may contact you pretending to have access issues because the unauthorized people they shared with are getting access denied.
If it’s a free membership this is not likely the issue, but if you choose to exempt them from access limits, you are allowing them full access with no security to block them from sharing.
So to recap:
In the future do not contact us until you have attempted to resolve the issue yourself by asking them if they are using a proxy or trying to access the membership remotely. If this is the case, the solution is for you to tell them that they are not allowed to use a proxy and that they need to access the content from their primary location.
If that solution is not acceptable, and you feel they are not lying to you and sharing with others and you are willing to take the risk of removing the access limit them, use the option to exempt them from access limits.
Just be aware that before you do this, you should try and resolve the issue another way, if you are worried about them potentially illegally sharing the feed or access to membership content.
Additional keywords: secure, security, link sharing, files