Skip to main content

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. Cancelled, 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 enrolment is then applied automatically — 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.