> ## Documentation Index
> Fetch the complete documentation index at: https://orgo.space/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Member Access & Fees

> What to check when a member cannot sign in, or when a fee amount looks wrong

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.

***

## A member cannot sign in, but their membership is active

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/docs/platform/users/statuses).
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

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.

***

## A fee amount is wrong

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  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.
</Warning>

***

## 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.

***

## Related

* [Statuses](/docs/platform/users/statuses) — what each member status permits
* [Renewals](/docs/platform/fees/renewals) — recurring versus one-time payment
* [Recording a payment](/docs/platform/fees/record-payment)
* [Cancelling & correcting invoices](/docs/platform/fees/cancelling-invoices)