How to troubleshoot membership card issues

Step 1: Verify the member's email address

Open the member's constituent record in Altru.
Confirm if the email address is accurate.
Check if the member is the primary or secondary member:
If the member is the secondary member, the membership email was sent to the primary member’s email address. You can use the “How to resend membership cards” article.
If the member is the primary and the email address is correct, go to Step 2.

Step 2: Check for SGS note attached to transaction in constituent record

For online, advanced, or daily sales transactions, look for an SGS note attached to the sales order.
For back office or batch processed transactions, check the membership documentation.
If the SGS note exists, use the “How to resend emails from any email template” article or the “How to resend membership cards” article.
If no note exists, proceed to Step 3.

Step 3: Review the query in Altru

For this step, you want to confirm that the query parameters include the correct membership program and level for the member's program by checking the Altru query associated with that email template in SGS.
If the parameters are NOT correct, follow the instructions listed in Update queries to existing emails. Updating the query BEFORE disabling the email template will cause errors.
If the parameters are correct, move to Step 4.

Step 4: Investigate in Email Designer

Log in to Email Designer and locate the corresponding email template.
Check the email delivery status from the Activity tab for the specific date(s) of the transaction.
If the email exists and was sent but bounced, correct the email address and resend.
If the email was never sent or does not exist, contact the support team for further investigation.

"\n**Step 1: Verify the member's email address**\n\n- Open the member's constituent record in Altru.\n- Confirm if the email address is accurate.\n- Check if the member is the primary or secondary member:\n- If the member is the secondary member, the membership email was sent to the primary member’s email address. You can use the “[How to resend membership cards](https://help.socialgoodsoftware.com/article/3668-how-to-resend-membership-cards)” article.\n- If the member is the primary and the email address is correct, go to Step 2.\n\n**Step 2: Check for SGS note attached to transaction in constituent record**\n\n- For online, advanced, or daily sales transactions, look for an SGS note attached to the sales order.\n- For back office or batch processed transactions, check the membership documentation.\n- If the SGS note exists, use the “[How to resend emails from any email template](https://help.socialgoodsoftware.com/article/3754-how-to-resend-emails-from-any-email-template)” article or the “[How to resend membership cards](https://help.socialgoodsoftware.com/article/3668-how-to-resend-membership-cards)” article.\n- If no note exists, proceed to Step 3.\n\n**Step 3: Review the query in Altru**\n\n- For this step, you want to confirm that the query parameters include the correct membership program and level for the member's program by checking the Altru query associated with that email template in SGS.\n- If the parameters are NOT correct, follow the instructions listed in Update queries to existing emails. Updating the query BEFORE disabling the email template will cause errors.\n- If the parameters are correct, move to Step 4.\n\n**Step 4: Investigate in Email Designer**\n\n- Log in to Email Designer and locate the corresponding email template.\n- Check the email delivery status from the Activity tab for the specific date(s) of the transaction.\n- If the email exists and was sent but bounced, correct the email address and resend.\n- If the email was never sent or does not exist, contact the support team for further investigation.\n"