Troubleshooting Access

Access troubleshootingRead the Discord status, then work from server to member to mapped role.

Use this flow when a member paid but cannot see the expected Discord channels or did not receive a mapped role.

ConnectedNot linkedNot in serverPermission error

If a member is not getting the access they expect, follow this flow.

1. Check the Discord Server Connection

1. Go to Settings > Integrations.
2. Confirm the Discord server appears as connected.
3. Refresh the server status if it looks stale.
4. If the bot is disconnected, reconnect the server.

Creator server connection

This is the creator-side connection. It is separate from a member linking their personal Discord account in their PayBru profile.

2. Check the Member's Discord Account Link

The member must have linked their Discord account to PayBru:

1. Ask the member to visit Resources > My Profile > Security > Connected Accounts.
2. They should see their Discord username listed.
3. If not, they need to connect Discord and authorize the link.

If they changed Discord accounts, they must link the new account and join the creator's server with that same Discord account.

3. Check Server Membership

A linked Discord account is not enough by itself. The member must also be in the creator's Discord server.

Not linkedPayBru cannot identify the Discord account

Ask the member to connect Discord in their PayBru profile.

Not in serverPayBru found the account but not the server membership

Share the creator's Discord invite and ask the member to join with the linked account.

4. Check the Tier Mapping

1. Go to Tiers.
2. Open the member's current tier.
3. Check the Discord step.
4. Confirm the tier maps to the correct role for the connected server.
5. Confirm the role still exists in Discord.

5. Match the Error

Error or status	Meaning	Action
Missing Permissions	The bot lacks required permissions or the role is above it.	Check bot permissions and move the PayBru role higher in Server Settings > Roles.
Unknown Role	The mapped Discord role has been deleted.	Create the role again or update the tier's Discord mapping.
Unknown Member	The linked Discord user is not in the creator's server.	Ask the member to join the server first.
Rate Limited	Discord is slowing down requests.	Wait for the next sync cycle and try again.

6. Read the Member-Side Status

In Members, the Discord column typically shows one of these states. Do not rely on color alone. The label tells you what to do.

ConnectedNot linkedNot in serverSyncingPermission errorMissing role

State	What it means	What to do
Connected	Member's Discord is linked and they are in your server. Role is in sync.	No action.
Not linked	Member has not connected Discord to their PayBru profile.	Ask the member to connect Discord under Resources > My Profile > Security > Connected Accounts.
Not in server	Member's Discord is linked, but they have not joined your Discord server.	Share your Discord invite and ask them to join. The role applies automatically once they are in.
Syncing	A sync is in progress.	Wait a minute or two and refresh.
Permission error	The bot is missing a permission or sits below a target role.	Check Server Settings > Roles. Confirm Manage Roles is granted and the PayBru bot role sits above every mapped role.
Missing role	The mapped Discord role no longer exists.	Recreate the role in Discord, or update the tier's Discord mapping in Tiers.
Failed	A recent sync attempt failed for another reason.	Open Settings > Integrations and use Refresh.

7. Wait for the Next Sync

Role changes do not always happen instantly. Most role changes land quickly, but some checks run on a schedule:

Check	Roughly how often
Role sync	Every few minutes
Member presence check	Every few minutes
Ban sync	Every few minutes
Permission health check	Every half hour
Membership expiry check	Hourly

If the member is Past Due, the 6-day grace period keeps their access and Discord role active while reminders go out. See Failed Payments and Access Changes.

8. Test with a Fresh Account

If the issue persists and you cannot identify the cause:

1. Create a secondary Discord account, or ask a trusted member to help.
2. Link it to a test PayBru account.
3. Subscribe to the affected tier. Use a free or low-cost test tier if possible.
4. Check whether the mapped role is assigned correctly.

This helps show whether the issue is account-specific or server-wide.

9. Contact Support

If none of the above steps resolve the issue:

1. Gather the following information:
   • Your PayBru creator page URL.
   • The affected member's PayBru username.
   • The affected member's Discord username or Discord ID, if they can provide it.
   • What you already checked in Settings > Integrations.
   • The Discord role name and tier name involved.
2. Open Support > Get Help in the Client Portal.
3. Include the details so the team can investigate without extra back-and-forth.

See also:

• Common Discord Sync Issues
• Connecting Discord