Note: This article is for administrators of Microsoft 365 tenants who have users in their organization who are unexpectedly unable to access Clipchamp for work or school accounts.
If it is enabled for them, your end-users can access Microsoft Clipchamp in its desktop app for Windows or in Edge or Chrome. However, because Clipchamp was only recently added to selected Microsoft 365 business and education SKUs, some users might not be able to access the app and see an error notice even though they are on the correct license.
This page provides troubleshooting advice if you have users in your tenant that are enabled in the Microsoft 365 admin center but are still unable to access Clipchamp.
Check the provisioning status of the user
Follow guidance in the article "View Microsoft 365 account license and service details with PowerShell" to view the provisioning status of the user.
Note: Clipchamp has a ServicePlanName of CLIPCHAMP and a ServicePlanId of a1ace008-72f3-4ea0-8dac-33b3a23a2472.
The provisioning status will be one of Success, PendingProvisioning, PendingActivation, or Disabled. Based on what you observe the provisioning status to be, please refer to one of the following sections that correspond to the status.
If the provisioning status is Success
If the provisioning status is Success, the user should be able to access Clipchamp from the Clipchamp Microsoft 365 homepage. However, they may not be able to access Clipchamp from OneDrive or SharePoint's file browsers.
If this is the case, it is likely because a cached value in OneDrive/SharePoint has not been updated yet. The user should log out, clear their browser cache, wait 24 hours and then log back in. After this, they should have access to Clipchamp from all sources.
If they still do not have access after this, contact Microsoft support through your admin center.
If the provisioning status is PendingProvisioning
If the provisioning status is PendingProvisioning, the user will not be able to access Clipchamp. You can fix this by disabling, and then enabling the user's Clipchamp license. This should cause the provisioning status to immediately become Success.
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Login to the Microsoft 365 Admin Center
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Open the Active Users page (under Users)
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Select a user who is experiencing the issue, to open the sidebar
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On the Licenses and apps tab, expand Apps and find Microsoft Clipchamp
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Deselect Microsoft Clipchamp and save changes
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Reselect Microsoft Clipchamp and save changes
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After disabling and then enabling the user's Clipchamp license, view the provisioning status of the user and check that it has changed.
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Wait approx. 30 minutes and ask the user to test accessing Clipchamp again
You can also refer to "How to enable or disable Clipchamp for users in your organization" for additional guidance.
Alternatively, the user can begin the process to automatically transition the status to Success without the tenant admin disabling and enabling the license. This can be done by navigating to the Clipchamp Microsoft 365 homepage (or the Clipchamp desktop app with their work account), and then attempting to open or create a new video.
The user will see a message that they cannot open Clipchamp -- this is normal; the process to transition the status to Success will begin silently in the background and can take up to an hour to complete.
If the provisioning status is PendingActivation
If the provisioning status is PendingActivation, contact support through your admin center.
If the provisioning status is Disabled
If the provisioning status is Disabled, you need to enable the user's access to Clipchamp. Refer to the article "How to enable or disable Clipchamp for users in your organization" for guidance on how to do this.
