The membership pass is not applying
A member sees "not applicable", gets an error when using their pass, or their balance is wrong after checkout.
Use this runbook when a customer with a membership pass cannot use it in the cart, sees an error after clicking Use membership pass, or has the wrong number of camps left.
Diagnose
1. Record what the customer sees
| Customer sees | Go to |
|---|---|
| "Login to use membership pass" while logged in | Step 2 |
| "Membership pass not applicable for this camp" | Step 3 |
| "That didn't work..." after clicking | Step 4 |
| Pass applied, but the balance did not go down after checkout | Step 5 |
| Pass bought, but no balance shows | Step 6 |
2. Check the login
The link shows the logged-out text only when the storefront does not see a logged-in customer. Ask the customer to log out and back in, then reload the cart. If it persists, check that they are logging in with the same email address the pass was bought with.
3. Check the balance and the camp
Open the customer in Shopify Admin and look at the Metafields card.
| Check | Expected |
|---|---|
| Membership Status | Exactly active, in lower case |
| Remaining Camps | A number above 0 |
Then check the camp in the cart.
| Check | Result |
|---|---|
Product metafield Partner Camp is true | Passes cannot be used. This is correct behaviour |
| Product title contains "Community Sports" | Passes cannot be used. This is correct behaviour |
4. Read the error message
The message after "That didn't work..." comes from asc-api-membership-pass.
| Message | Cause |
|---|---|
| "Customer has no camp claims remaining" | Remaining Camps, less any pass products already in the cart, is below 1 |
| "Pass already applied for this line item" | The camp is already swapped for a pass product in this cart |
| "Line item not found in cart" | The cart changed in another tab. Reload the cart and try again |
| A network error, or no message | The service is down, or the Google Cloud API URL theme setting is wrong |
A participant name with unusual characters, such as an emoji, makes the request fail in the browser before it reaches the service.
5. Balance did not go down
The balance is reduced after checkout by PUT /memberships on shopify-zoho-integration, called from Zapier.
- Open the order in Shopify Admin and confirm it contains a line titled "Membership Pass: …".
- In Zapier, find the zap that calls
PUT /membershipsand check its history for the order. - If there is no run or an error, fix the zap and replay it.
6. Pass bought, no balance
The purchase is recorded by the "Membership Pass Purchase via API" zap calling POST /memberships. Check its history for the order, as in step 5.
Repair
| Cause | Fix |
|---|---|
Status not active or wrong balance | Correct the customer's metafields in Shopify Admin, and record the correction on the Membership Purchase in Zoho |
| Zap did not run | Replay it from zap history |
| Service down | A developer checks asc-api-membership-pass in Google Cloud Run and rolls back to the previous revision if a release caused it |
| Wrong API URL | Correct Theme settings, ASC - Membership Pass, Google Cloud API URL. It must end with / |
| Customer stuck part-way | Ask the customer to empty the cart and add the camp again. Pass products left in the cart are removed with it |
Correcting Remaining Camps by hand before a replayed PUT /memberships runs causes a double deduction. Replay first, then check.
Verify
- Log in as the customer, or as a test customer with the same metafield values.
- Add an ASC camp to the cart and click Use membership pass.
- The camp line becomes "Membership Pass: …" at $0.
Stop before checkout unless a completed test order is intended. It uses up a camp.
Escalate
Contact the developer who maintains asc-api-membership-pass for service errors, and the maintainer of asc-api-src-zoho-integration for balance updates.
Background is in Membership passes.