Troubleshooting, start here

In short

Most of what looks broken in a club is a setting, a spelling or a plan limit. This section lists the symptoms clubs report most, the causes behind each one, in the order they were seen, and the fix. Read the page for your symptom, check the first list on it, and only then write to your provider, with what How to ask for help says to send.

Five checks before you write

1. Find the member by phone or email, never by name. Two profiles can carry the same name, and one of them is often an unfinished sign-up with no purchases.
2. Read the tag character by character. A space at the end, a capital letter or an accent makes Gold and Gold two different tags. Rules, campaigns and the member's profile must carry exactly the same text. See A member did not get the reward.
3. Open the setting you believe is set. A payment limit, an end date, an exclusion list: more than once the field was empty, or the year was wrong.
4. Check the plan. A greyed-out button or a "no permissions" notice usually means the plan or the role, not a fault. See No permissions, or a page you cannot see.
5. For anything with messages, check credit and consent first. SMS credit, the sender name, and the member's own consent flags decide most "it did not arrive" cases.

Symptoms

What you see	Read
A member did not get the discount, the credits, the punch or the level	A member did not get the reward
A gift is missing, wrong, or on every account three times	Gifts
The Wallet Pass does not update, cannot be added, or shows no proximity message	Wallet Pass
SMS or sign-in codes do not arrive	SMS and sign-in codes
Emails: no unsubscribe link, codes in spam, a campaign that sent nothing	Emails
A member looks wrong: duplicates, a strange phone, no language, odd favourites	Member data
An import is stuck or did not do what you expected	Imports
The till and the club disagree	The POS integration
"No permissions", a greyed-out button, a page you cannot see	No permissions, or a page you cannot see
A new club shows something that belongs to another club, or lacks something	Checks for a new club
A report looks wrong	Reports

What these pages do not cover

Some things only your provider can do, whatever the plan: switch on an add-on, create a gift or a campaign on a plan that does not allow it, restore a protected setting, move credits between two profiles, or read the server logs behind a missed send. Each page says when that is the case and what to send. The one page to read before writing is How to ask for help.