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Troubleshooting Access

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

1. Check the Bot​

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

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 one.

3. Check the Tier Mapping​

  1. Go to Tiers.
  2. Open the member's current tier.
  3. Check the Discord step and confirm the tier is mapped to the correct role.
  4. Confirm the role still exists in Discord.

4. Match the Error​

ErrorMeaningAction
Missing PermissionsThe bot lacks required permissions or the role is above it.Check the bot permissions and move the PayBru role higher in Server Settings > Roles.
Unknown RoleThe mapped Discord role has been deleted.Create the role again or update the mapping.
Unknown MemberThe user is not in the Discord server.Ask the member to join the server first.
Rate LimitedDiscord is throttling requests.Wait for the next sync cycle and try again.

5. Wait for Sync​

Role changes do not always happen instantly. Keep these intervals in mind:

ServiceInterval
Role sync (reconciliation)Every 5 minutes
Member count syncEvery 30 minutes
Ban syncEvery 5 minutes
Health checkEvery 30 minutes
Membership expiry checkEvery 1 hour

If the member is PastDue, the 3-day grace period keeps access active until expiry.

6. 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.
  4. Check whether the role is assigned correctly.

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

7. 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 and Discord ID.
    • What you already checked in Settings > Integrations > Connection.
    • The Discord role name and tier name involved.
  2. Open Support > Get Help in the Client Portal.
  3. Include all gathered details so the team can investigate without back-and-forth.

See also: