Troubleshooting with Bold Memberships

Overview

While using Bold Memberships, you may come across an issue with the display or performance of the app. Some of these issues can be corrected through an in-app setting, however, other issues might be related to some missing liquid code or conflicting liquid code from within your theme. 

In this article, we are going to go over some common issues that can arise with Bold Memberships and what steps can be taken to resolve each issue. 

Here is a list of issues that will be covered in this article: 

  • Buy Button isn't Working
  • Customer Signup Issues
  • Customers Still have Access with their Payments Suspended
  • Disconnect your PayPal Account

Please select an issue below for steps on how to resolve the issue:

If you are having trouble with the Bold Memberships buy button you have placed on a page not working properly, it could be that your Stripe account has not been properly connected.

Note: PayPal is no longer a payment gateway that can be added to Memberships as of December 31st, 2020, but will still work if you have connected it previously.

Your payment gateway is set up separately from your main Shopify account settings, as Bold Memberships bypasses the regular Shopify checkout.

If you have done this and are still having problems, please contact our Merchant Success team.

When a membership plan has been created within Bold Memberships, the membership can be displayed on the storefront by either adding the membership widget or buy button on a page.

When a customer is on the membership sign up page, they will need to enter a first name, last name and email address in order to signup for the membership plan, along with any additional registration fields that is created within the membership plan:

Screen_Shot_2021-02-18_at_10.27.41_AM.png

During the signup phase, if a space is added anywhere within the email address, this can cause the following error shown in the example below. To correct this issue, all space characters will need to be removed from the email address field:

Screen_Shot_2021-02-18_at_10.35.57_AM.png

If this does not correct the issue or you are experiencing other customer related signup issues, please contact our Merchant Success team for further assistance.

Bold Memberships provides you with the ability to suspend a customer's payments (and access) if they choose to stop their payments temporarily.

However, there may be some instances where suspending your customer's access does not work correctly.

To correct this issue, please follow these steps:

  1. From Shopify's admin, select Customers.
  2. Select the customer who still has membership access.

    Select_Customer.png

  3. Select the X icon on the tag associated with their membership plan.

    Remove_Tag.png

  4. Select Save.

If this does not correct the issue, please contact our Merchant Success team for further assistance.

 Caution

Disconnecting your account will cancel any memberships that are using PayPal as their payment method.

In order to sell your memberships to customers, you'll need to have a payment gateway connected.

Note: If you disconnect PayPal, you will not be able to reinstate it on Memberships, as this payment gateway will no longer be offered as of December 31st, 2020.

To disconnect your PayPal account from Bold Memberships, please follow these steps:

  1. Go to PayPal.com.
  2. Select Log in.
  3. Enter your email address, password, then select Log in.
  4. Select Profile.

    Step4__3_.png

  5. Select Profile and settings.

    Step5__8_.png

  6. Select My selling tools.

    Step6__4_.png

  7. Next to "API access", select Update.

    Step7__4_.png

  8. Select Add or edit API permissions.

    Step8__2_.png

  9. Next to Bold Innovation Group, select Remove Third Party.

    Step9.png

  10. Select OK

    Step10.png

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