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LoyaltyBay Docs

Troubleshooting

This page provides troubleshooting guidelines for resolving common configuration, display, or database issues.

Earning Issues

Section titled “Earning Issues”

Points Are Not Being Awarded on Purchases

Section titled “Points Are Not Being Awarded on Purchases”

If completed orders are not crediting points to customers, perform the following checks:

  1. Check Order Status: Verify that the order’s status matches your Order Status Trigger setting (default is Completed). If the order is in “Processing” or “Pending” status, points will not be awarded.
  2. Verify Customer Registration: Guests cannot earn points. Check if the order was placed by a registered user.
  3. Check Exclusions: Ensure the items purchased were not in excluded categories or products. Exclusions deduct the item value before calculation.
  4. Audit Ledger for Duplicates: Check the ledger in WooCommerce > Loyalty. If points were already awarded for that order ID, the database blocks subsequent attempts to prevent double-crediting.
  5. Check DB Engine: Confirm your MySQL tables use InnoDB. If they use MyISAM, transactional commits might fail.

Redemption Issues

Section titled “Redemption Issues”

Redemption Form Does Not Appear at Checkout

Section titled “Redemption Form Does Not Appear at Checkout”

If the points slider or entry form is missing at checkout, verify:

  1. User Login: Ensure the customer is logged in. Guests cannot redeem points.
  2. Point Balance vs. Minimum Threshold: Ensure the customer’s balance is equal to or greater than the Minimum Points to Redeem setting (default is 100 points).
  3. Compatibility check:
    • If using WooCommerce Blocks Checkout, confirm that your theme supports the block layout registry.
    • If using Classic Checkout, ensure your theme calls the woocommerce_checkout_before_order_review hook. If your custom theme has stripped default hooks, select a different Widget Position hook in settings.

Integration Conflicts

Section titled “Integration Conflicts”

Tax Calculations Are Wrong When Points Are Redeemed

Section titled “Tax Calculations Are Wrong When Points Are Redeemed”

Redeeming points on storefronts that use automated tax calculation plugins (such as TaxJar, Avalara, or custom tax structures) can sometimes create calculation conflicts.

  • Symptom: Tax rates calculate on the subtotal before the discount is subtracted, or the checkout API returns errors.
  • Solution: Switch your Redemption Mode from Cart Fee (Fee) to Virtual Coupon (Coupon) in settings. In Coupon mode, the discount is processed as a standard WooCommerce coupon, which tax automation plugins support natively.

Admin Dashboard Issues

Section titled “Admin Dashboard Issues”

The Loyalty Admin Screen Is Blank

Section titled “The Loyalty Admin Screen Is Blank”

If the ledger or settings panel fails to load:

  1. Check Browser Console: Right-click the page, click Inspect, and view the Console tab. Look for JavaScript load errors.
  2. REST API Blocked: Confirm that your server does not block the WordPress REST API. LoyaltyBay’s admin screens are written in React and fetch all data via /wp-json/loyaltybay/v1/. Security plugins (e.g. Wordfence, Web Application Firewalls) sometimes block REST requests.
  3. Missing Script Locales: Check if your theme is calling wp_footer() or wp_head() correctly. Admin bundles require WordPress scripts to be enqueued.

Error Logs

Section titled “Error Logs”

If you encounter an unexplained error, you can check the plugin’s dedicated log file.

Log Location

Section titled “Log Location”

LoyaltyBay writes its critical error logs (ERROR level) to a dedicated directory in your uploads folder, not the standard WooCommerce logger:

wp-content/uploads/loyaltybay-logs/plugin-log-YYYY-MM-DD.log

Note: This directory is automatically created by the plugin when errors occur.