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09. Troubleshooting

If something isn't working as expected, these steps resolve the large majority of issues, and when they don't, they give us exactly what we need to help you quickly.

1. Quick checks​

Most issues come down to one of these, so check them first:

  • All required plugins are active and up to date: LearnDash, WooCommerce, WooCommerce Memberships, and MemberSync. For team features, also Teams for WooCommerce Memberships; for subscription-based licenses, also WooCommerce Subscriptions.
  • Your MemberSync license is active: check Settings > MemberSync.
  • The course isn't free or open: free/open courses are accessible to everyone regardless of membership or license, so a grant has no visible effect. Test with a closed course.
  • Caches are cleared: clear any caching plugin or host-level cache, and your browser cache, after making changes.

2. Common MemberSync issues​

A member isn't getting course access​

Check, in order:

  1. Is the course free/open? Free courses are accessible to everyone, so a grant has no visible effect. Use a closed course to see access changes.
  2. Is the membership active? Membership-driven access is granted for active (and pending) memberships. Canceled, expired, or paused memberships don't grant access.
  3. Does the plan have a matching rule? Confirm the membership plan's Course Enrolment tab has a rule covering the course (or a category it's in, or a blank "apply to all" rule).
  4. Is it a delayed rule? See below.

Access should have been removed but wasn't​

If a member still has access after a membership ended, they likely still hold it another way: a second active membership, a license, or the course being free/open. MemberSync only removes access the member doesn't otherwise have.

Delayed or date-specific access hasn't appeared​

This is expected until the schedule is due. After a delay rules count from the member's purchase date; on a specific date rules unlock at that date and time. The enrollment is then applied automatically, with no manual step.

Changes to a plan are slow to apply to all members​

When a membership plan's courses change, MemberSync re-syncs its members in the background, in batches (1000 members per batch by default, adjustable under Settings > MemberSync > Settings). For plans with many members, give the sync a little time to work through.

A license or organization wasn't created after a purchase​

Confirm the WooCommerce product is set up as a MemberSync product: the MemberSync License or MemberSync Organization option is enabled on the product, and its content rules point at the intended courses. For subscription-based licenses, confirm WooCommerce Subscriptions is active.

3. Test for a plugin or theme conflict​

Do this on a staging site where possible, not a live production site.

Plugin conflict test: deactivate every plugin except LearnDash, WooCommerce, WooCommerce Memberships, and MemberSync (plus Teams for WooCommerce Memberships / WooCommerce Subscriptions if you use those features), then recheck. If the issue is gone, reactivate the others one at a time, rechecking after each, until the conflicting plugin reveals itself.

Theme conflict test: temporarily switch to a default WordPress theme (for example, Twenty Twenty-Five) and recheck. If that resolves it, the conflict is with your theme.

4. Update everything​

Make sure LearnDash, WooCommerce, WooCommerce Memberships, and MemberSync are all on their latest versions, along with WordPress and PHP. Many issues are bugs that have already been fixed in a newer release.

5. Still stuck? Open a support ticket​

If the steps above don't resolve it, contact support and include:

  • WordPress and PHP versions
  • Versions of LearnDash, WooCommerce, WooCommerce Memberships, and MemberSync (and Teams for WooCommerce Memberships / WooCommerce Subscriptions if used)
  • The exact steps to reproduce the issue, and what you expected versus what happened
  • A screenshot or short screen recording
  • The result of the plugin and theme conflict tests above
  • Any errors from your browser console or PHP error log

The more of this you include, the faster we can pinpoint and resolve the issue.