Something is wrong
Find the symptom, follow the link.
| What you are seeing | Where to look |
|---|---|
| A member cannot read members-only content | Plugin troubleshooting |
| Raw shortcode text on a public page | Plugin troubleshooting |
| The pricing page shows old prices | Tools and buttons |
| WordPress cannot reach FMS | Connect to FMS |
| A member is asked to confirm a payment | Confirm payment banner |
| Gift emails are not going out | Gift emails |
| A cancellation or refund has not shown up | Cancel or refund |
| Newsletters do not match what someone paid for | Consolidation |
| Something red on the Dashboard or Health | Health |
| A growing dead-letter count | Dead letters |
| Revenue looks wrong | Reports |
Before you escalate
Collect these three things. They answer most of the questions you would be asked anyway.
- Which environment the badge said you were in
- The exact message on screen, as a screenshot
- Roughly when it happened, and what you did just before
What not to do
Do not restart anything, and do not run a restore
A restore replaces the entire database. Health going red is almost never a reason for one.
Do not repeatedly press a button that failed. If it queued work, pressing again queues more.
Do not apply a Consolidation fix you have not previewed.
Who to tell
Thomas. Include the three things above. If members are actively affected, say so in the first line so it is obvious it is urgent.