# Troubleshooting GMC and Gladstone360 Cross-Product Issues

HTML version: [Troubleshooting GMC and Gladstone360 Cross-Product Issues](https://support.gladstonesoftware.cloud/gladstone360/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

1. **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 POS | 360 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 Bookings` | Operator: Enable Book for Others; link made from the primary's record |

2. **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](gmc-gladstone-360-configuration-and-cross-product-impact.md).
- Related: [Troubleshooting: Subscription Not Showing on Gladstone Go](../gooperator/troubleshooting-subscription-not-showing-on-gladstone-go.md).