Troubleshooting
Steps to diagnose and fix common configuration and browser issues.
Loading Screen Stuck and Not Loading
You could have an outdated cache, cookie or version. If it keeps spinning. Try a hard refresh or try to load the checkout or control panel from an incognito window.
Someone wasn't invited to my chat after checkout?
REASONS A USER WAS NOT INVITED TO YOUR SERVER AFTER CHECKOUT:
Your bot doesn't have proper permissions. Please read this entire FAQ.
Their payment failed or their payment method declined.
They ignored or did not accept the invite to your server.
The user is banned from your server or already in your server.
The user has not validated / verified their email on their account yet.
YOU CAN SOLVE THIS BY GOING INTO YOUR DASHBOARD AND CLICKING REPROCESS UNDER THAT USER AND THEY WILL BE GIVEN THE ACCESS IF YOU HAVE THE PERMISSIONS SETUP CORRECTLY.
IF YOU HAVE CORRECT PERMISSIONS SETUP, THE CUSTOMER CAN CLAIM THEIR REWARD THEMSELVES BY CLAIMING THEIR PURCHASE IN THEIR PROFILE:
What Does Disassociated Mean?
A subscription status will say disassociated when your merchant PayPal or stripe account has changed in your dashboard for your associated account.
EXAMPLE: You have your merchant account setup and your PayPal or Stripe account linked with the email YOUR-EMAIL@EMAIL.COM. You or an administrator of your merchant account then changes the PayPal or Stripe account and link it to NEW-EMAIL@EMAIL.COM. Any customers who purchased when you had the previous email linked will have the status of DISSASSOCIATED.
As long as a PayPal account is connected, the customers will continue to get billed and merchants will continue to receive payments to the NEW linked PayPal account.
If you have a NEW STRIPE account linked, the payments will still continue to go to the OLD stripe account. These subscriptions cannot be switched over to a new account.
Blank / Empty Control Panel / Loading Screen
⚠️ONLY CHAT OWNERS AND ADMINS CAN USE THIS BOT. ⚠️ If the server you are expecting is not showing up in https://upgrade.chat/stats you MUST try to log in from an INCOGNITO WINDOW. The most likely reason is:
YOU ARE NO LONGER LOGGED IN. Go here: https://upgrade.chat/stats and reauthorize.
You are not logged into your Account that owns the Chatroom via the browser.
You are logged into an account that doesn't own the Chatroom
You don't have any roles in the Discord server (which you need for the bot to see).
You have cookies disabled
You have JavaScript disabled
You have a privacy browser that is blocking key components.
Try logging into the control panel from an incognito browser window on Chrome or Firefox.
How do I reorder Upgrades for sale?
Roles are ordered HIGHEST PRICE TO LOWEST PRICE OR LOWEST TO HIGHEST.
There are duplicate Upgrades in checkout?
Please log back into the control panel with the server owner from an incognito window and then check again. The control panel syncs with your server once you log in.
What if someone leaves and rejoins?
The bot will attempt to remove access if they have it again at the end of the billing cycle. They will not be given access back when they rejoin, this must be done manually but removal is automatic. They can also reclaim their purchase IF the subscription is still valid in their profile: https://upgrade.chat/profile
An error has occurred and you have not been charged?
Something is wrong with the card number, user's location, CVV number, card exp date or another card issue. Check the transaction in Stripe. Go into the card details as to why it was declined. This doesn't have anything to do with Upgrade.Chat other than we are returning an error message because the card was not able to be processed.
Not able to select a coupon for a select product?
If you want to use a coupon for selected Upgrades only, you must have upgrades. This will not work for shop products (yet).
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