Why are there missing recurring service events for a customer membership and how can it be resolved?

Problem

Some Recurring service events under a customer's ongoing membership are not showing up.

Solution

Follow the steps below to identify the cause of the missing recurring service event.

Check your account configuration

Ask Technical Support or your CSM to check if your events are set up to only appear for the first 12 months. If this is the case, they can change the 12-month visibility limit to up to 36 months on their end.

Check the membership end date

1. Open the customer’s record.

2. Scroll to the Membership section, find the membership where the recurring service event is missing, then click Edit.

3. Check the number of visits under the Recurring Service setup. If the number is incorrect, update it.

4. Check the To field for the membership end date. If the membership end date is set before the date of the recurring service event, edit the membership end date so it’s set to end after the recurring service event should occur.

5. Click Save.

Check for a temporary system glitch

1. Click to edit the membership.

2. Review the details to ensure everything is correct.

3. Click Save even if you make no changes. This action can help resolve any temporary glitches and make the missing RSEs appear again.