- Documentation
- Premium roles
- Managing
Diagnosing a missing role
Why this member does not have their role.
This is support question number one. Bao logs every grant, every removal and every error, member by member.
The method
- Look at the member's status (dashboard, or
/premium status). It shows their entitlements, their source, their state and their deadline. - Look at the webhook log: did Bao even receive the call from your shop?
- Look at the premium audit log: does the entitlement exist, and did applying the role fail?
The causes, by frequency
| Symptom | Likely cause |
|---|---|
| No call received | Your shop is not calling, or is aiming at the wrong address |
| Call refused (401) | The secret sent does not match the server's |
| Call refused (404) | The feature, the source or the secret are not configured |
| Call accepted, entitlement "pending" | No Discord ID provided: the member has to go through claiming |
| Entitlement active, role missing | Bao's role sits below the premium role, or it lacks Manage Roles |
| Role removed too early | Grace at 0, or expiry date passed |
The last case is by far the most frequent. It produces no error on your shop's side: the call is accepted fine, only applying the role fails.
The right reflex
Check the role hierarchy first. That settles most cases in ten seconds.