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Two problems come up more than any others, and both look identical from the outside: a member insists something is wrong, and the administrator looking at their profile can see nothing unusual. Work through these in order before escalating. Each step rules something out, and knowing what you ruled out is what makes a support request fast to answer.

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A member cannot sign in, but their membership is active

1

Confirm which address they are using

The commonest cause by far. Members sign up with a work address and later try to sign in with a personal one, or the reverse. Compare what they typed against the address on their profile, character for character.
2

Check whether they belong to more than one community

If the same email address is a member of another organisation on Orgo, a login can land them in the wrong place. Ask whether they belong to another community, because they will not think to mention it.
3

Check the sign-in method

Signing in with Google is not the same as signing in with a password or a one-time code. Someone who first joined with one method and later tries another can be locked out even though the account is fine.
4

Check their status, not their fee

An active payment does not by itself grant access. Look at the member’s status: Profile → Edit → Permissions → Status. Inactive, Suspended or Unapproved all block access while the fee tab looks perfectly healthy. See User Statuses.
5

For a newly registered member, check approval and adhesion

Two settings block brand-new members specifically. Status After Register may be set to Unapproved, in which case somebody has to approve them by hand. And if Adhesion is enabled and mandatory, they must complete and have their application approved before they get in. Both live in Settings → Users & Profiles → Configuration.
6

Have them try a private window

A stale session shows the symptoms of a broken account. This costs thirty seconds and rules out a whole class of problem.
If all five pass and they still cannot sign in, that is worth reporting. Include the address they used, the method they tried, and what they saw, because those three together are what makes it reproducible.

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A fee amount is wrong

1

Check which fee is actually assigned

A reduced or exempt rate has to be assigned to the member, not only to their member type. Someone marked as staff or as a partner still owes the standard amount until the reduced fee is on their record.
2

Check the period the amount covers

An unexpected total is often several periods rather than one wrong number. Arrears from a previous year appear alongside the current amount and read as a single inflated figure.
3

Check whether an old amount is still cached on the payment page

If you changed the fee and the member still sees the old figure, have them reload the payment page in a private window before assuming the change did not save.
4

Look at the payment history

Repeated months at the same amount usually mean a subscription is charging alongside a manually recorded payment, so the member is being counted twice.
Changing a fee amount does not retroactively change invoices already raised. An invoice keeps the amount it was created with, on purpose, so history stays truthful. If a member is holding an invoice at the wrong amount, void it and issue a correct one rather than editing the fee and expecting the invoice to follow.

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When it is worth reporting

Report it, rather than working around it, when:
  • The same member has the same problem again after it was fixed once
  • A fee amount changes without anyone changing it
  • A member is reactivated, or a payment is unticked, with no administrator action
  • Text renders as odd characters instead of apostrophes or quotation marks
That last one is a display fault rather than a data fault, and it is worth sending in with a screenshot. None of these has a setting you can adjust, and attempting a workaround usually buries the evidence needed to fix the cause.