Troubleshooting with Bold Memberships

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.

 Pro-Tip

If you are experiencing an issue that is not outlined in this article, or need further help, please reach out to our Merchant Success team.

 


 

If you are having trouble with the Bold Memberships widget or buy button, there are a couple areas you can troubleshoot to help correct the issue.

Update your widget/buy button

If you have made changes to an existing Membership plan, you will also need to update your widget or buy button to reflect the new plan terms. If you do not update the widget or buy button, it will show the terms of the old plan.

You can see how to recreate your widget at Add a Bold Memberships Widget to a page.

To recreate your buy button, please visit Add a Bold Memberships Buy Button to a page. 

Check your Stripe account

Please ensure that your Stripe account has been properly connected. Your payment gateway for your membership signup form must be set up separately from your Shopify payment gateway, as Bold Memberships does not use the Shopify checkout.

 Alert

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 and are outside of the EEA. For more information, please visit Bold Memberships - SCA Impact to PayPal FAQs.

If you have checked these areas and are still having problems, please contact our Merchant Success team.

 

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.

 Alert

If you disconnect PayPal, you will not be able to reinstate it on Memberships, as this payment gateway is no longer offered as of December 31st, 2020. For more information, please visit Bold Memberships - SCA Impact to PayPal FAQs.

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

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 signup 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 are 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.

By default, when a membership plan has been created and has been added to your storefront, Bold Memberships will automatically add a First Name, Last Name and Email Address field that all customers must fill in when signing up for the membership.

If these fields are not appearing on a membership signup form by default, there may be a conflict with the CSS styling from your theme.

In order to show these fields on the membership signup page, please reach out to our Merchant Success team for further assistance.

In order for our apps to function correctly in your browser, you must have third-party cookies enabled. Our apps store information in your browser cookies that allow you to gain access and perform certain actions.

In some versions of Chrome and Safari, the setting to allow cross-website tracking must also be enabled.

For more information on this and other troubleshooting steps, please visit App Access Troubleshooting.

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