This guide covers the running of the plugin itself: your licence key, updates, the Diagnostics tab, and quick answers to the situations site owners ask about most. Each answer is a short "if you see this, do that".
Where to find it:
Open AiX Membership, then the Settings tab. The License panel is at the top, with Help and your account under it. Diagnostics is its own tab, at the end of the second row of tabs.
Your licence:
The License panel shows your License key (partly hidden), its Status and who it is Licensed to.
- To change the key, paste the new one under Change license key and press Replace key.
- Refresh License Info asks the licence server for the latest details of your key.
- Deactivate This Site frees this site's activation so you can use the key on another site. Switching the plugin off on the Plugins screen does not do this: your key stays where it is, so you can deactivate and reactivate the plugin freely.
- All my keys and downloads opens your account portal, where every key and download you own is listed. Your key was also emailed to you when you bought it.
Updates:
New versions arrive like any other WordPress plugin update, on Dashboard, Updates and on the Plugins screen. Your levels, members, protection rules and settings stay exactly as they are through an update. The version number shows next to the plugin name at the top of every tab.
Help and your account:
Under the License panel, four cards take you to Training and docs (the Training tab), Your account portal, Need a hand? with Open a Support Ticket, and Troubleshooting, which opens Diagnostics.
Diagnostics:
The Diagnostics tab is a health report on one page.
- Copy Report for Support copies the whole report. Paste it into your support ticket and it has everything needed to look at your site. No passwords or API keys are ever included.
- Error log lists every fatal error on the site from any plugin or theme, and warnings from this plugin, with the page, the user and the plugins active at that moment. The newest 80 are kept. Clear the log empties it.
- Recent activity lists every membership change made through the compatibility API and by level actions. Turn debug logging on records every API call in full while you look into something; it is off by default because it records everything.
- Plugin shows the version, protected pages and categories, whether the daily maintenance job is scheduled, level actions, compatibility mode and the API key.
- File and folder protection shows the sealed uploads folder, whether uploads are writable and whether every folder guard is in place.
- Environment and Database Tables show the server and how many rows each table holds.
A member says they cannot see content they bought:
- Open the Members tab, search for their email and click their name.
- In the side panel, check they hold the level and it reads Active.
- Check the page is protected for that level on the Protect Content tab, under Currently protected content.
- Check the drip column: a page with a drip opens that many days after they joined.
- Press View as on their row to see exactly what they see.
If the level is missing and they paid, add it from the Members tab with Add Member, then look at the order on the Payments tab or the marketplace log on the Integrations tab.
A protected page is open when you look at it:
You are most likely logged in as an administrator, and administrators see everything. Open the page in a private browser window, or press View as on a member's row. You can also untick Administrators always see everything on the Settings tab while you check.
Protected content shows up somewhere else:
On the Settings tab, under When someone without access opens protected content, check that these are ticked: Hide protected content from archives, search results and post lists, Replace protected content in RSS feeds, and Protect content in the WordPress REST API too. If you use a page caching plugin, exclude your protected pages from full page caching, so a members-only page is never served from the cache to a visitor.
A folder guard shows as missing:
On the Files and Folders tab, press Re-apply guard on that folder's row. Whole-folder protection uses an .htaccess file, which Apache and LiteSpeed servers read. On an nginx server, use the protected file library and the [raxm_file] shortcode for downloads, or ask your host to block direct access to that folder.
There is no Payments tab:
The Payments tab appears once Stripe is connected. Until then, the Stripe box is on the Integrations tab. The price fields on each level appear at the same moment. See Charging For Membership: Connecting Your Own Stripe Account.
Orders start and do not finish:
That points at the Stripe webhook. On the Payments tab, compare Your webhook endpoint with the endpoint in Stripe, check it sends the five events listed under it, and check the signing secret you pasted belongs to that endpoint and that mode. Test and live each need their own.
A level says Not synced:
Stripe did not accept the price. A price under Stripe's minimum, or a currency Stripe does not take, are the usual two. Correct it on the level and press Save level again.
A subscriber paid but has no access:
The daily check compares every subscription with Stripe and puts access back for anyone Stripe shows as paying, writing what it did under What the daily check changed on the Payments tab. If you would rather not wait, add the level by hand on the Members tab, then check the webhook.
The import found nothing:
The importer reads the old plugin's tables, so they have to be in the database. Diagnostics lists the tables it can see. If you retired them earlier, press Restore on the Settings tab first.
Old shortcodes show as plain text after switching:
Turn on compatibility mode on the Settings tab, and deactivate the old plugin. Compatibility mode waits while the old plugin is still active and takes over on the next page load once it is gone. See Compatibility Mode, API Keys And Retiring The Old Tables.
Emails to members do not arrive:
Set up Email sending on the Settings tab, so password links, new account emails and payment notices go out through a proper sending service. Use the test there to send yourself a message.
A real example:
Ella Nash writes to Yoursite Academy: "I can't open lesson 6." The owner clicks her name: Photo Basics Course is Active and she joined 33 days ago. On the Protect Content tab, lesson 6 has a 35 day drip. The owner replies that lesson 6 opens in two days, and adds a line to the course page saying when each lesson opens.
Tips:
- Before opening a ticket, press Copy Report for Support and paste it in: it answers the first ten questions.
- Keep the plugin up to date; each update arrives on the normal WordPress Updates screen.
- Check new protection in a private window before you announce it.
Related guides: Settings, Appearance And Diagnostics, Look At The Site As One Of Your Members, Orders And The Daily Check That Keeps Them Honest, Protected Files And Whole Folders.