Troubleshooting

A member isn't showing up

If a member doesn't appear in a list or report, check:

• They're assigned to the branch you're currently filtering by — see Church Affiliation on their profile.
• Your role has permission to view that branch's members — see Roles & Permissions.
• They haven't been merged into a family record you're not expecting — see Grouping members into families.

A payment isn't reflecting in the balance

If a recorded transaction doesn't seem to change a member's Balance Information, double-check:

• The transaction was saved against the correct Transaction Type and Currency.
• The Branch selected on the transaction matches the member's branch, if your reports are filtered by branch.
• The transaction date falls inside the period you're viewing.

If everything looks correct and the balance still seems wrong, contact support with the transaction reference.

Receipt or SMS issues

If a receipt won't download, or a member says they never received a birthday or payment SMS:

• Try Resend SMS on the transaction itself.
• Check the API key and Sender ID under SMS API Settings — an expired key is the most common cause.
• Confirm the member's phone number on file is correct and includes the right country code.

Contact support

If you're still stuck, reach out with a description of what you were trying to do, any error message shown, and — for payment issues — the transaction reference.

• Email support@steward.app.