Troubleshooting

Quick fixes for the most common cross-cutting issues that creators and subscribers hit on MemberPass.

When something's wrong, start here. This page covers the issues we hear about most often, across creator and subscriber paths. Topic-specific troubleshooting lives inside each section — this page is the triage layer.

Not seeing your issue? Check the topic-specific troubleshooting: subscriber-specific issues (payment failures, bot access, portal sign-in); signing in (creator) (password / 2FA / passkey trouble); if you can't sign in (full recovery options); Telegram integration (bot-level behaviour).

Bot issues

Payment issues

Subscription flow issues

Portal issues

Admin / creator dashboard issues

When to contact support

Reach out to [email protected] for:

Security incidents (suspected account compromise, unusual activity).
Data requests (GDPR / CCPA subject requests, account deletion of subscribers, historical exports).
Bugs — especially reproducible ones you can describe with exact steps.
Provider-side reconciliation — when a successful provider payment didn't reflect in MemberPass after the normal webhook window.
Team / ownership transfer — no self-service flow for this today.
Unbanning a user (no self-service /unban command).

For per-subscription issues (refunds, individual payment disputes), always contact the creator first — they have direct controls.

Subscribers troubleshooting — the subscriber-specific version of this page.
Status reference — what every status badge means.
Glossary — every MemberPass term.

Troubleshooting

I can't sign in to my creator account.

My email is verified but I still see an 'unverified email' banner.

'Continue with Telegram' signs me in as the wrong user.

My bot is connected but doesn't respond to users.

Bot added a subscriber but didn't send invite links.

Subscribers get removed from resources they should have access to.

A subscriber paid but has no access.

Recurring renewal failed.

I can't add a payment method — credentials are rejected.

Plan-to-provider sync failed.

A subscriber says the cancel button doesn't work.

A plan appears to one subscriber but not another.

Subscriber says they were double-charged.

Portal page shows 'Project Not Found'.

Subscriber can't sign in via magic link.

Google sign-in button doesn't show on the portal.

Dashboard shows zero or stale data.

I invited a team member but they say they can't see my project.

Can't generate access codes.

On this page