How do I resolve a customer's persistent test mode view in Memberstack even after account deletion and plan signup? Answered

Post author
Daniel Bass

Hi everyone,

Have been using memberstack for a couple of weeks, got my first few customers which has been exciting - however I'm just having issues with a customer who is reporting that she still sees the site in test mode?

So I went into the memberstack dashboard, found her test-mode account, and deleted it - and then advised for her to make a new account, which seemed to work and she signed up for a plan. However she then sent me another email today saying she could still see the site in test mode, and couldn't access any services.

So what should i do here? I can see she has an active plan, I can login as her in memberstack dashboard, and i see no issues from my end - should I advise her to clear site data/cookies for the browser that she is using? Could it be something local on her machine that's stuck?

Thanks,

Daniel

Comments

6 comments

  • Comment author
    A J

    Hey Daniel Bass,

    • Can you double-check the customer is accessing the live site link (for login and other pages on the site)?
    • Can you check if there are any links on the dashboard / any page on your site that might be leading to the test mode site instead of the live site?
    • Is there any screen recording that the customer might have provided of what they see on their end?
    • You can ask them to try logging in via incognito mode and see if that helps but exploring the above information might also give us some direction of where the issue lies.
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  • Comment author
    Daniel Bass

    Thanks AJ, I've instructed them to try incognito mode as a short term fix, will come back to this chat if I'm still struggling - thanks!

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  • Comment author
    A J

    In case it works in incognito mode / some other device, they can clear the cache / history from their usual device and try your live site and it should work.

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  • Comment author
    Duncan from Memberstack

    Hey Daniel! Can you share your app ID and a link to your website?

    https://docs.memberstack.com/hc/en-us/articles/11993785654555-How-to-Find-a-Memberstack-App-ID

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  • Comment author
    Daniel Bass

    So the customer resolved the issue by using another device using Edge Browser.

    app_cman8rwtq01090wnr5u6jg5az

    www.brickboxclub.com.au

    I'm planning on advising her to delete site data on the original device - perhaps she made an account when my memberstack account was set to test-mode , and then when i toggled to live-mode something didn't update on her end. 🤷‍♂️

    So I had some more customers experiencing the website in test mode issue.
    Now I could be wrong here, but the issue seemed to resolve itself when i put in www.brickboxclub.com.au using the prefix 'www.' as a live domain. As soon as I entered this additional live domain users reported that they were not seeing the website in test mode. Anyway, just leaving that here. I have no idea why the other customer had her issue resolved by using a different device. Anyway, thanks for the assistance.

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  • Comment author
    A J

    Thanks a lot for sharing Daniel Bass.

    It is one of the recommended fixes for test mode errors, I was not aware that the customers were able to the see the test mode badge on the live site link since logging in via their account did not show any issues on your end. Glad this is fixed.

    Welcome 😇

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