Memberium Access Trouble-Shooting Checklist

This is a common reason for a contact being unable to log into the site. Memberium uses a contact’s email address as the user identifier and can only sync to ONE contact record in your app.

Use the main contact search to look up the contact by their email address exclusively. Do NOT use the Quick Search.

If you have duplicate contact records for the same email, merge the two contact records into one, then test the login using an incognito tab.

In most apps this will be set up as a Custom Field, “Memberium Password.” In rare cases, the app’s native Password field is used, but NEVER both.

Once you’ve determined that you only have one contact with the email, open the contact record and check to make sure the Memberium Password field contains a password that is at least 8 characters long.

If there is no password populated, submit the Internal Form: “CREATE User yoursite.com”

Once the actions have run, return to the contact record and check again for a password. If a password has been populated, test the contact’s login using an incognito tab in your browser.

If the Memberium Password field is not populated after running this action, escalate to ConvertMORE.

(Skip if free content)

Sometimes, customers will think their payment was processed when it was not. Check the order and invoice to confirm payment went through. Similarly, content access may be restricted in whole or part if a payment plan fails. 

If a subscription renewal has failed, the system will apply the tag: “ProgramIdentifierPAYF.” This tag acts as a padlock to the content until the payment-due is made current, at which time the ProgramIdentifierPAYF tag will be removed by Billing Automations, restoring access to the member. 

If you know the payment went through, but the contact still cannot access their content, check to make sure payment was made using the SAME email address as their primary contact.

This is similar to duplicate contacts only harder to find as you’ll have to search via names and two contacts can have very similar names. One clue that this could be your issue is that the contact record associated with the order was created when the order was created; in other words, it’s a new contact record but you know the contact would have already been in your contact database.

The fix for this issue is essentially the same as for email duplicate contacts which is to merge the two contacts into one. However, it is usually recommended to first ask the customer which is their preferred email address prior to merging.

Tags are the keys that unlock the doors to content so if the contact doesn’t have the required tags, they won’t be able to access the content.

To check tags, you will need to first know the full scope of what tags are required for your specific set up. We recommend keeping a Google sheet or similar for reference as some set ups are complex.

Go to the contact record, open the tag list and click “Category” to sort by the tag category. Scroll to check for the tags in the Tag Category, “4. Access.”

Most one-time products (products that are NOT a recurring subscription), will have a main or primary access tag for the program/course/product. If access to the program/course/product is not working, check for the primary tag first. If the set up also includes tags for modules or other sub-sections of a program/course/product and the access issue is specific to only some of the content, check to make sure the contact as the required sub-content tags.

If the content is set up as a Membership (usually a recurring subscription offer), in addition to checking to make sure the contact has the access tag for the membership/subscription, you will also need to check to make sure the contact does not have either the PAYF, CANC or SUSP tags for that membership/subscription. Those tags act like padlocks on the content and the contact won’t be allowed access even if they have the main access tag.

If you find one of these tags on the contact record, you may need to dig deeper. Did a payment fail? If so, has it been made good? Was the subscription canceled? Are they locked out for bad behavior? Again, what to look for will depend upon your unique set up.

If you find errors in the tags and correct those errors, save the contact record then login as the contact using an incognito browser.

If the tags are correct and there are no padlock tags but contact’s access is still not showing up as it should be, log out and run the Sync Action Set below before escalating to ConvertMORE.

If after confirming or updating tags, you still don’t see what you should when logged in as the contact, do the following: 

1. Log the contact out of the site.
2. Go to Infusionsoft and bring up the contact record via the Main Contact Search (do not use Quick Search).
3. Once the contact record is up but not open, go to the Actions option top left and open the dropdown. 
4. Click “Apply Action Set” (top option) -> “Run another action set” -> the action set that will begin with the word: SYNC in all caps followed by “contact with yourportalurl.com via http post” 
5. Click SAVE
6. Click Process! 
7. Log back in and check the contact’s logged in view.

*** Usually a contact will sync when logging in. Occasionally there are intermittent or contact specific issues with that happening, and this sync action, initiated from Infusionsoft rather than from the site, will usually get the contact synced and the logged access updated and accurate based on the contact’s tags and other detail. 

If this action does not work, escalate to ConvertMORE.