Before submitting your ticket, please review our most common issues below. You may find the answer to your question! If that does not help or you have any other questions (such as billing, presales, etc.), you can submit a ticket directly through this form.

Most Common Issues

Keap

  • Are you using correct password generation HTTP POST link?

You can find correct one under Memberium => Settings => HTTP Posts/Links tab => Password Generator Example field.

  • HTTP or HTTPS?

Have you recently started using HTTPS on your site? If so, then you’ll need to change your Password generator HTTP POST to start with HTTPS. Example:
https://example.com/?operation=makepass&auth_key=P2LwRGinl

Notice that it starts with HTTPS instead of HTTP.

If you’re already on HTTPS and still facing the problem, then the problem can be that Infusionsoft isn’t compatible with your SSL certificate.

  • Does the user exist in WordPress?

Memberium’s HTTP POST will not generate a password if the user already exists in WordPress OR if the user already has a password in Keap.

For example, if you’re trying to generate a password for abc@example.com, and if the same user exists in WordPress (with the same email address) then Memberium won’t generate a password for the user.

  • Are emails being sent with blank passwords?

One reason for emails being sent with a blank password can be because you’re not using a 1-minute delay timer in your sequence after the HTTP post.

Try placing a 1-minute delay timer after the HTTP POST and before sending the welcome email to give the HTTP POST time to process the password update before the email is sent.

  • Switch On the Login Log

Sometimes the issue doesn’t immediately present itself. In these cases, we’ll turn on the login log to get more details as to why the login is not working.

First, go to Memberium > Settings > Login > then scroll down to where it says Login Log and switch it to the On/Yes position.

After that, you'll be able to view login log entries under Memberium > Logs > Logins and Login Error tabs.

  • Verify Membership Levels & Tags

In case you have "Require Memberships" option under Memberium > Settings > Logins tab enabled, users with no membership level access won't be able to login.

  • Check for Duplicate Contact Records

Duplicate Keap contact records cause login issues with Memberium and WordPress. You’ll need to merge the records.

  • Security Plugins

One other potential cause of login failures could be a security plugin. These plugins such as WordFence, iThemes Security, or Sucuri just to name a few have the ability to block site access based on IP addresses or the number of failed login attempts.

We can’t provide specific instructions on what exactly to check, but most security plugins provide some sort of logging that may help identify if they’re the culprit.

  • Does the user have access to the membership level where redirection is set?

You can check user's access by opening WordPress user record in WordPress > Users section. In there you'll find the user in question and scroll almost at the bottom of the page where you'll see all the Keap contact and tag data, as well as membership level access.

From that section, you'll also be able to see which page is the one where user will be redirected on next login (what's the user's homepage).

  • Does the [memb_loginform] (or other login form you are using) have a redirection set?

In case [memb_loginform] has a redirection parameter set, that will override membership level redirection. In case you are not using [memb_loginform], please make sure that other form does not have a redirection set, since that will override membership level redirection as well.

  • Is there a redirection parameter in the URL?

If the URL where the login form is located has a redirection parameter in the URL, then that's where the user logging in will be redirected to.

For example, if this is your login page URL example.com/login/?redirection=/page-a/, that means users will be redirected to the /page-a/ regardless of their membership level redirection or the [memb_loginform] redirection you have.

ActiveCampaign

  • Are you using correct password generation web hook link?

You can find correct one under Memberium => Settings => Web Hooks/Links tab => Password Generator Example field.

  • HTTP or HTTPS?

Have you recently started using HTTPS on your site? If so, then you’ll need to change your Password generator web hook to start with HTTPS. Example: https://example.com/?job=createuser&key=P2LwRGinl

Notice that it starts with HTTPS instead of HTTP.

  • Does the user exist in WordPress?

Memberium’s password generation web hook will not generate a password if the user already exists in WordPress OR if the user already has a password in ActiveCampaign.

For example, if you’re trying to generate a password for abc@example.com, and if the same user exists in WordPress (with the same email address) then Memberium won’t generate a password for the user.

  • Are emails being sent with blank passwords?

The most common reason for this is that the password generation web hook didn't run or it didn't reach WordPress.

Also, please note that the password generated through the password generation web hook will be visible in ActiveCampaign only until user loggs in. After that it's no longer displayed in ActiveCampaign, since it's stored hashed in WordPress.

  • Switch On the Login Log

Sometimes the issue doesn’t immediately present itself. In these cases, we’ll turn on the login log to get more details as to why the login is not working.

First, go to Memberium > Settings > Login > then scroll down to where it says Login Log and switch it to the On/Yes position.

After that, you'll be able to view login log entries under Memberium > Logs > Logins and Login Error tabs.

  • Verify Membership Levels & Tags

In case you have "Require Memberships" option under Memberium > Settings > Logins tab enabled, users with no membership level access won't be able to login.

  • Security Plugins

One other potential cause of login failures could be a security plugin. These plugins such as WordFence, iThemes Security, or Sucuri just to name a few have the ability to block site access based on IP addresses or the number of failed login attempts.

We can’t provide specific instructions on what exactly to check, but most security plugins provide some sort of logging that may help identify if they’re the culprit.

  • Does the user have access to the membership level where redirection is set?

You can check user's access by opening WordPress user record in WordPress > Users section. In there you'll find the user in question and scroll almost at the bottom of the page where you'll see all the ActiveCampaign contact and tag data, as well as membership level access.

From that section, you'll also be able to see which page is the one where user will be redirected on next login (what's the user's homepage).

  • Does the [memb_loginform] (or other login form you are using) have a redirection set?

In case [memb_loginform] has a redirection parameter set, that will override membership level redirection. In case you are not using [memb_loginform], please make sure that other form does not have a redirection set, since that will override membership level redirection as well.

  • Is there a redirection parameter in the URL?

If the URL where the login form is located has a redirection parameter in the URL, then that's where the user logging in will be redirected to.

For example, if this is your login page URL example.com/login/?redirection=/page-a/, that means users will be redirected to the /page-a/ regardless of their membership level redirection or the [memb_loginform] redirection you have.

Submit a Support Ticket below...

Please be sure to include the following in your ticket:

  • The URL of your website
  • A website admin login if you wish us to review the page or setup
  • A test user login that demonstrates the problem
  • The URL of any page(s) you’re having difficulty with
  • A description of what was done, and how the result differed from what you expected to happen

🚨 Attention Memberium for Keap users 🚨

If you’re experiencing login issues, we recommend downgrading to version 2.207-pl1 from Memberium => Support => Dashboard tab on your website.

This will resolve any login-related issues you might be facing.

If you need help, please feel free to submit the ticket below or send an email to support@memberium.com.

Thank you for your cooperation and we are sorry for the inconvenience!

(Please make sure you have entered your Email address correctly.)

Office Hours Call​

By clicking the buton below, you can register for our “Office Hours” calls (which we have twice a week – Tuesday and Thursday).

It’s a great resource and it’s FREE of charge!

Support Business Hours

Mon-Fri – 10am to 6pm Mountain Time

Sat-Sun – Ticket Monitoring

Call Us

Phone – +1 (801) 894-9994

Please Note: Due to call volume and the limited number of phone staff, your call may go to voicemail. In that case, leave us a message and we’ll get back to you right away.