Membership renewal not showing in the app
Why renewed passes don’t appear and how to fix them fast
Symptoms:
Member says a renewed membership isn’t appearing or remains marked expired in the app.
Cause:
Renewal processed as an amendment updates expiry date but does not emit a new membership event, so the app doesn’t ingest the change.
Fix (Operator):
1) Confirm renewal exists and is valid in the ticketing platform.
2) If processed as an amendment, create a new membership record or request a manual re‑sync from Support (include member name, email, membership refs, new expiry).
3) Ask the member to force refresh the app after back‑office update. Prevention: - Prefer renewal flows that create a new record. If amend‑only, schedule a daily sync job or use a renewal webhook. - Add a Renewals QA checklist for frontline teams. Escalate if bulk renewals are missing, IDs appear under wrong email, or >48h without sync after request.
Member says a renewed membership isn’t appearing or remains marked expired in the app.
Cause:
Renewal processed as an amendment updates expiry date but does not emit a new membership event, so the app doesn’t ingest the change.
Fix (Operator):
1) Confirm renewal exists and is valid in the ticketing platform.
2) If processed as an amendment, create a new membership record or request a manual re‑sync from Support (include member name, email, membership refs, new expiry).
3) Ask the member to force refresh the app after back‑office update. Prevention: - Prefer renewal flows that create a new record. If amend‑only, schedule a daily sync job or use a renewal webhook. - Add a Renewals QA checklist for frontline teams. Escalate if bulk renewals are missing, IDs appear under wrong email, or >48h without sync after request.