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Troubleshooting

Common issues and solutions for The One AMS.

Members Not Appearing in Directory​

Symptoms: You added a member but they don't show up in the member directory or search results.

Solutions:

  1. Check the member's status — only Active members appear in the directory by default
  2. Verify the member was saved successfully (check for validation errors on required fields)
  3. If you imported in bulk, check the import report for skipped or failed records
  4. Clear directory filters — you may have an active filter hiding the member

Dues Payment Not Processing​

Symptoms: A member's dues payment fails or the subscription shows as inactive.

Solutions:

  1. Verify Stripe is configured in Settings → Billing → Payment Provider
  2. Check the member's payment method — the card may be expired or declined
  3. Review the Stripe dashboard for the specific payment failure reason
  4. If the subscription was canceled, recreate it from the member profile
  5. Check the dunning workflow — the payment may be in a retry cycle

Event Registration Not Working​

Symptoms: Members cannot register for an event or the registration button doesn't appear.

Solutions:

  1. Confirm the event is Published (draft events don't accept registrations)
  2. Check that the registration deadline has not passed
  3. Verify the event has not reached capacity — enable the waitlist if needed
  4. If using ticket types, ensure at least one ticket type has available quantity
  5. Check the ticket availability window — the ticket may not be on sale yet

Email Campaign Not Sending​

Symptoms: You created and sent a campaign but members didn't receive it.

Solutions:

  1. Check the campaign status — it may still be Queued or Processing
  2. Verify the audience segment has members with valid email addresses
  3. Check for bounces in the campaign report — invalid emails are automatically bounced
  4. If using a custom email domain, verify DNS records (SPF, DKIM, DMARC) are correctly configured
  5. Check the Relay integration health in Settings → Integrations

Engine Terminology Not Updating​

Symptoms: After selecting an engine, some parts of the UI still show generic labels.

Solutions:

  1. Refresh the browser — terminology changes may require a page reload
  2. Verify the engine was saved in Settings → Organization → Engine Type
  3. Custom module labels override engine defaults — check if a custom label was set

Import Failing or Skipping Records​

Symptoms: CSV import completes but some records were skipped or the import fails entirely.

Solutions:

  1. Check the import report for specific error messages per row
  2. Verify CSV encoding is UTF-8 — other encodings can cause parsing errors
  3. Ensure required fields (name, email) are present in every row
  4. Check for duplicate emails — existing members are updated, not duplicated
  5. Verify the CSV column mapping matches your data format

Digital Membership Card Not Generating​

Symptoms: A member's digital card shows as unavailable or the QR code won't load.

Solutions:

  1. Confirm the member has Active status — expired or pending members don't get cards
  2. Verify the organization logo is uploaded in Settings — the card requires a logo
  3. Check that the member has a name on file — anonymous profiles can't generate cards

Webhook Deliveries Failing​

Symptoms: External systems aren't receiving webhook events from AMS.

Solutions:

  1. Check the webhook delivery log in Settings → Integrations → Webhooks
  2. Verify the target URL is accessible and responding with a 2xx status
  3. Check for HTTPS certificate issues on the target
  4. Review the payload format — the receiving system may not accept the JSON structure
  5. Failed deliveries retry automatically — check the retry count and last attempt time

Payment Showing in AMS But Not in Books​

Symptoms: A payment was collected in AMS but doesn't appear in The One Books.

Solutions:

  1. Verify the Books integration is active in Settings → Integrations
  2. Check the bus event log — the payment event may not have been emitted
  3. Confirm GL account mappings are configured for AMS payment categories
  4. If the payment was a manual entry, bus events may not trigger for manual records

Survey Responses Not Linking to Members​

Symptoms: Survey responses come in but show as anonymous instead of linked to member profiles.

Solutions:

  1. If the survey was shared via public link, responses won't auto-link to members
  2. Distribute surveys through email campaigns — the member identity is included in the link
  3. For portal-embedded surveys, members must be logged in for responses to link
  4. Check that the survey settings have member tracking enabled

HOA Violation Workflow Stuck​

Symptoms: A violation is stuck on a step and won't advance.

Solutions:

  1. Check if the current step has required actions (e.g., homeowner acknowledgment)
  2. Verify the step's due date hasn't passed — some steps auto-advance after the due date
  3. Staff with the appropriate permission must manually advance the step if auto-advance is not configured
  4. Check the audit log for the violation to see if an advancement was attempted and failed

Phone/SMS Not Working​

Symptoms: SMS messages aren't sending or the phone system shows as disconnected.

Solutions:

  1. Verify phone numbers are allocated in Communications → Phone Setup
  2. Check the phone provider status — the Voice integration may be disconnected
  3. For SMS, verify the recipient has a valid mobile number (landlines can't receive SMS)
  4. Check message logs for delivery status and error codes
  5. IVR menus require at least one phone number to be configured and active
ℹ️If you encounter an issue not listed here, contact support with your organization ID, the steps to reproduce, and any error messages visible in the UI.

Next Steps​