Troubleshooting GMC and Gladstone360 Cross-Product Issues
Problem
Something set up in the GMC or Gladstone 360 isn't working in Go, Plus2, Operator, a till or at the gate, and you need to know which setting to check in each product.
Resolution
Find the symptom and check each place listed
Symptom Where it shows Check in GMC / 360 Also check in Membership doesn't appear on Go Join Go Join Sub Type Price level and Status set Plus2: Purchase via web, site tick, one price level on the price product. Operator: tag mapping, unique path, site web visible "Unable to add member" at the end of joining Go Join Sub Type price level matches the Plus2 price level Plus2: only one price level ticked on the price product and fee products Operator can't generate a deep link for a membership Operator Sub Type price level and status Operator: a tag selected in every tag group Subscription missing from a 360 workflow 360 Group ticked in Front of house subscription type group; workflow's membership step Plus2: More details group, price level ticked on the price product, Allow duplicate subscriptions / Prevent concurrency Change membership type not offered 360 Memberships Allow change membership type on; upgrade/downgrade groups ticked Plus2: Automatic Pro Rata Refund ticked Activity group missing in 360 360 Check-in / POS Ticked in Front of House Activity Groups Plus2: activity group on the activity Promo code can't select a discount (greyed out) Operator Discount is Active, percentage based, Regular or One-off – Discount not applied in 360 360 workflow Discount Active; start date within applies from/to; correct site – DD still collected after cancellation EFT run Membership was cancelled with Cancel, not by typing an expiry date Plus2: auto-renew and subscription payment method Same member repeatedly on the failed collection report EFT reports – Plus2: subscription still DD with auto-renew after a bank cancellation Member paid online but still blocked Gate, Go Status and reception message (Pass to Contact) Plus2 wizard status; RCP failed status RCP collection fails with no card RCP reports Members without an RCP card set Go: customer ticked Use this card as my RCP payment method RCP customer emails or batch updates not arriving Inbox RCP service email settings Contact Gladstone Support Customer can't book on Go Go Book Debts & alerts; unpaid basket items Plus2: debt type (cash debt blocks booking) Frozen member still charged DD/RCP Freeze workflow run in 360; freeze status Plus2: status has Freeze Subscriptions and Collect Sales ticked No 360 email sent Correspondence Membership Email Settings switch; template active and mapped; Override Email Address empty on live Action was done in 360, not Plus2 INV-invoice can't be paid at POS360 Find Invoice Invoice has been issued Invoicing Module: Mark as issued Send Payment Link missing 360 POS Basket contains a membership Pay by Link switched on for the site (contact Gladstone Support) Pay by Link paid but sale shows unpaid Sales History Refresh Sales History GladstonePay portal; if still unpaid, contact Gladstone Support Till variance at every reading POS readings Allowed Payment Methods; methods on the till Plus2: Non-banked income tick on each method Card payment not in 360 POS / readings Bell icon; hardware service in PC settings Card terminal totals Edit/Cancel Booking greyed out in Centre Management Operator User's Operator role has Update/Delete; only one Operator role – Member denied at the gate unexpectedly Access module Profile allow lists include the new subscription or product; restrictions and statuses Plus2: subscription in date; reception or office messages Linked member can't be booked for online Go Book Member Facing Global > Linked Member BookingsOperator: Enable Book for Others; link made from the primary's record Correct the setting
- Settings saved in the GMC reach users at their next login or after a browser refresh.
Notes
- Each area is described in full in the articles listed in GMC / Gladstone 360: Configuration and Cross-Product Impact.
- Related: Troubleshooting: Subscription Not Showing on Gladstone Go.