Troubleshooting: Subscription Not Showing on Gladstone Go

Problem

A membership does not appear on the Go Join pages, or joining fails at the end with "Unable to add member", even though the subscription exists in Plus2.

Root Cause

A subscription must be configured correctly in three places (Plus2, the 360 GMC and Operator) before it will appear on Go Join. A missing tick, price level, status or tag mapping in any one of them, or cached data in the browser, stops it showing.

Resolution

1. Work through the quick checklist in order

   #	Check	Where
   1	Purchase via web ticked and the site ticked on the Web tab	Plus2 subscription type
   2	Price product has the right price level ticked on the right calendar, and only one price level	Plus2 price product
   3	Joining/admin fee product has the same price level ticked	Plus2 fee product
   4	Price level and Status set on the subscription	GMC > Gladstone 360 Front of House > Sub Types
   5	Mapped to a tag in each group, with a unique path	Operator > Configuration > Member Management > Memberships > Membership Types
   6	Site is web visible	Operator > Configuration > Sites
   7	Browser (and if needed server) cache cleared; testing on the right environment	Browser / Gladstone support

2. Check the subscription in Plus2

   • Go to Configuration > Financial > Subscriptions > Subscription Types and open the subscription.
   • Tick Purchase via web, and on the Web tab tick the site the subscription is sold at.
   • Not a display fault, but check while you are there: if members will upgrade or downgrade to or from this subscription in 360, Automatic Pro Rata Refund must be ticked on the Creation/Renewal tab (see Configuring Gladstone360 Front of House Settings in the GMC).

3. Check the price product in Plus2

   • Open the price product behind the subscription (shortcut: copy the product ID from the subscription's Products tab, then go to Configuration > Financial > Products, paste the ID and click Modify, the third icon).
   • On Prices, the correct price level must be ticked on the correct calendar (for example, Standard).
   • Tick only one price level on a membership price product. If several are ticked, Go cannot decide which one to give a customer who joins online.
   • Give each subscription its own price product; where prices differ, use a separate subscription and price product (a tag cannot select a different price).
   • Check any joining fee / admin fee product attached to the subscription has the same price level ticked.

4. Check the subscription in the GMC

   • Open Configuration Manager > Configuration and choose Gladstone 360 Front of House from the dropdown (this replaces the older Join at home configuration; settings and discounts work the same way).
   • Use the menu next to Configuration > Sub Types and find the subscription.
   • Click the ellipsis (…) on the subscription and check the Price level matches the one ticked in Plus2 and a Status is assigned (for example, Current Member). Go uses these to set the price level and status when someone first joins. New subscriptions often miss this step, and without it they will not show on Go (and Operator cannot generate a deep link for them).
   • Decide on a consistent status approach (for example, a generic Current member status, or a status per membership tier) and apply it to all online subscriptions.

5. Check the mapping in Operator

   • Go to Configuration > Member Management > Memberships > Membership Types (on some versions Configuration > Memberships > Member Types; you can also search "Sub" in Configuration) and find the subscription by its name or ID.
   • Check it is mapped correctly: member type, duration, facilities, site, peak/off-peak and individual/family.
   • Check no other membership uses the same path. Operator will not save a duplicate path; if an old membership already holds it, remove the tags from the old one first. Where two memberships end up sharing a pathway, Go shows the highest price for both.
   • If a tag was deleted while still mapped, the membership's mapping is locked (greyed out) until support fixes it.
   • If the membership has a future sale date, Go shows the earliest start date; that is not a fault.

6. Fix "Unable to add member" at the end of joining (if applicable)

   • Usually the subscription's price product has more price levels ticked than the one that should buy it. For Go, tick only the intended price level (for example, just Concession for a concession subscription).
   • Removing ticks on live can break existing customers still on old price levels. Plan a data change with Gladstone to move them to current price levels and subscriptions first.

7. Refresh Go

   • Changes may not show because the browser holds cached data. In the browser press F12 > Application > Storage > Clear site data, then refresh.
   • If changes still do not show, Gladstone support can clear the cache on the Go server.
   • Check the URL: test environments include "test" in the address, so make sure you are testing where you made the change. Live-to-test copies are made on request; changes in live do not flow to test automatically.
   • Test in the test environment first, then repeat in live.

Notes

• Legacy subscriptions built for Plus2 wizards (for example, a one-month rolling subscription forced to end after 365 days, using the old instalments feature) often do not work on Go. Create new online subscriptions instead (see Setting Up Go Join Tag Groups and Mapping Memberships).
• Display tips (Operator):
  • The benefit lines on a membership card come from the Facilities tag group. Tag setup, primary/secondary tags and mapping are covered in Setting Up Go Join Tag Groups and Mapping Memberships.
  • Peak and off-peak variants grouped under one option are ordered by subscription ID (a higher ID shows first). To show them as separate cards, create separate facilities tags (for example, "Peak Gym and Swim", "Off-Peak Gym and Swim"), assign the right one to each membership type and untick the shared tag.
  • Save after each tag edit (Confirm, then Save) before editing the next; editing several at once can save the same description onto all of them.
  • Unused tags can be ticked and deleted from the tag group (untick them from every membership first).
  • If a customer's chosen combination has no subscription, Go says no memberships are available; that is expected, because member type and duration buttons always show.
• Related: Setting Up Go Join Tag Groups and Mapping Memberships; Price Level Override (PLO); Gladstone Go – Joining Online, Pay-as-You-Go and Eligibility Checks; Testing Gladstone Go Before Go-Live; Plus2 Products, Calendars and Booking Sheets.

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