Troubleshooting Guide
Start from the symptom. Each fix names the applet page that carries the detail.
Points
| Symptom | Cause | Fix |
|---|---|---|
| Bills for a member earn no points — ever | The company member-point configuration does not name the document type you sell on. With no configuration the backend awards on INTERNAL_SALES_ORDER at FINAL | Set the MEMBER_POINT configuration through the company API to the cash-bill or invoice type and status (Organisation page); there is no screen |
| Member is on the bill, configuration is right, still no points | The bill lines carry no point amount and currency — no price set matched, or the POINT treatment is missing | Check the POS Default Pricebook, the price set’s Doc Hdr rules (Member Class, Branch, absolute Valid Date Range) and Single Line rules; add the POINT treatment (Pricebook). The document is left unmarked so a retry awards once the lines are fixed |
| A price set with a Member Label, Company, Currency or Settlement Method rule applies to everyone | The counter calculator ignores those rule types | Use Member Class, Branch, Entity Type, Customer or Employee Category |
| Multi Line rules make no difference | Never read by the counter calculator | Put item conditions on the Single Line tab |
| Points from Level 1 or higher of a commission scheme never arrive | The points run uses the first treatment only | Put the points logic on Level 0 (Commission Scheme) |
| Points never expire | The lots have no date_end (no Validity Period on the treatment, no Valid Date To on the adjustment), or the elimination processor is not scheduled | Date every earning path; schedule MEMBERSHIP_EXPIRY_POINTS_ELIMINATION_PROCESSOR |
| Points expired unexpectedly | The lot’s end date passed and the processor ran | Points Expiry tab; extend Valid Date To on a new adjustment (Membership Admin) |
| Points vanished after a void, and an extra adjustment row appeared | The void reversed the bill’s lines; the balance was short because the points were already spent, so a shortfall adjustment was added | Expected; see the Point Transaction tab |
| Reward points not applied or points discount missing at POS | Points Discount Item Code not set, member not VERIFIED with POS_ALLOW_VERIFIED_MEMBER_REDEEM_POINTS on, or PTS to CCY rate missing | POS Default Selection; verify the member; PTS to CCY Config (POS General) |
| Point Transaction rows cannot be edited | DISALLOW_EDIT_MEMBERSHIP_POINTS on and the user lacks ALLOW_EDIT_MEMBERSHIP_POINTS | Grant the permission |
OCR receipt is FINAL, no points, Process Status never APPROVED | No enabled subscriber job template; or the template has no priceBookHdrGuid; or the price set has no POINT treatment | OCR Cash Bill troubleshooting table |
Members
| Symptom | Cause | Fix |
|---|---|---|
| Member cannot be saved — card number missing | No card-number rule | Field Settings → custom running number, or assign IC / mobile to card number |
| Failed to generate card_no running number | Running-number configuration missing or exhausted | Field Settings → Card Running Number |
| Member search shows only some branches | Branch targets on the read permission | Add the branches |
| Join Date shifted by a day | Timezone | Default Selection → Default Timezone |
| Upload rejected on the Checking tab | Class or label code not found, date format, missing mandatory column | Fix the row; create classes and labels first |
| Member did not move to GOLD after spending the threshold | There is no automatic upgrade | Change the class on the member form |
Vouchers
| Symptom | Cause | Fix |
|---|---|---|
| Voucher / coupon rejected at POS | Per-customer or daily limit reached, or the voucher has no rule header | Voucher Management |
| A ticket redeemed after its redemption period | Redemption flips the status without reading the dates | Schedule the expiry-checking call, which marks tickets past redeemable_date_to EXPIRED |
| Add button gone in Ticket Management | ENABLE_MULTIPLE_TICKET off and the voucher is FIXED with a ticket already generated | Turn the setting on |
| Import Tickets file fails | CSV columns do not match the nine expected (voucher code, serial, soft pin, four statuses, code, name) | Download the Sample Format and match it |
| Recurring vouchers duplicated | The creation processor ran more than once a day | Schedule it once daily |
| Voucher code cannot be edited | ENABLE_EDIT_VOUCHER_CODE off | Field Settings |
Referral programmes
| Symptom | Cause | Fix |
|---|---|---|
Lineage row will not save: …REFERRAL_SOURCE_IS_NULL_OR_EMPTY | The backend requires a referral source though the form marks it optional | Pick one (MLM Admin) |
Communication endpoint link will not save: …PRIORITY_IS_NULL_OR_EMPTY | Priority is required server-side | Enter a priority |
| Invitations are never sent | The program has no communication endpoint link, or MLM_INVITATION_LINK_PROCESSOR is not scheduled | Link a Unified Contact Center endpoint; schedule the processor |
| Accepted invitation but no lineage | INVITATION_INSERTION_INTO_LINEAGE_PROCESSOR not scheduled, or the child is not yet a participant | Schedule it; enrol the participant |
| QR link gives 404 | The program’s url_forward lacks <URL-KEY> or is not a valid URL | Fix url_forward |
…MAX_OR_MIN_LEVEL_IS_BREACHED | Lineage deeper than 10 levels | Flatten the tree |
| Upline commission never paid | The scheme is not type MLM, or the Sales Commission cycle has not run | Commission Scheme; Sales Commission applet |
What is not a fault
- Points that “post with a delay”: the balance is updated by a queue processor after the line is written; the line itself is immediate.
- A class that does not change on its own.
- A points balance that appears in no ledger account.