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Why does the Pay Dues link give an error or redirect back to the home screen?

Occasionally users will report the following issue:

When a member logs into the portal and clicks Pay Dues, the portal goes back to the home screen and they can't pay.

Below are 3 possible causes and how to troubleshoot them. If none of the steps below resolve the issue contact support for further assistance.

CAUSE #1: The membership does not come back in any Dues Schedule Queries with the same Member Type

To be able to pay dues the membership record must match the query on a dues schedule. If for some reason you have someone with a REALTOR membership, for example, but their subclass XYZ isn't on any schedule query this can cause the system to revert to the home page or throw an error.

SOLUTION #1: Check the Membership and Dues Schedule Queries

SOLUTION #1: Check the Membership and Dues Schedule Queries

Open the membership record for the person having trouble and open the dues schedule connected to the dues option he/she should pay. Compare the membership information to the query and adjust one or both accordingly.

CAUSE #2 The membership come back in the Dues Schedule Query, but none of the Dues Options under that schedule are set to Publish to Portal = Yes

So you checked the membership and the query and they both look good. Then check the dues options under the dues schedule. If none of them have Publish to Portal = Yes then the system has nothing to display on the portal and will go back to the home screen.

SOLUTION #2 Change the Publish to Portal setting to Yes on at least one of the Dues Options.

SOLUTION #2 Change the Publish to Portal setting to Yes on at least one of the Dues Options.

Decide which dues option should be published to the portal and change the toggle to Yes and Save. The member should now be able to pay for that dues option on the portal successfully.

CAUSE #3 There is an Inactive Dues Schedule with a query that includes the membership.

Most often we see a dues schedule that got deactivated without a query so everyone has a problem, but this can also be something to check if you set a query but then made adjustments on a new dues schedule and deactivated your first draft.

SOLUTION #3 Delete the Inactive Dues Schedules

SOLUTION #3 Delete the Inactive Dues Schedules

While we usually discourage deleting records, this is one place where it makes sense to do so. The system is trying to search for which dues schedule the membership fits into and having these inactive ones just creates confusion.

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