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

There might be several reasons why the recurring service events are missing on an ongoing membership. Following these steps, you can make the missing recurring service events appear for a customer's ongoing membership. If these steps do not make the missing recurring service events appear, contact Technical Support for details.

Account configuration

Your events could be set up to only appear for the first 12 months.

• Contact your Success Manager so they can edit the months on their end.

Customer membership end date is set before the recurring service event date

1. Go to the Customer Profile.

2. Scroll down to the Membership section and find the membership where the recurring service event is missing.

3. Click Edit.

4. Find the To field to check the membership end date. If the membership end date is set before the date of the recurring service event, you need to edit the membership end date so it is set to end after the recurring service event should occur.        

   Note: If the recurring service event should populate for 20 September 2024 but the membership end date is 19 September 2024, then the recurring service event will not populate since the membership will have expired by that time.

5. Update the To field date.

6. Click Save. The recurring service event should now populate on the membership page.

Temporary system glitch

This might also occur because of a temporary glitch. Follow these steps to fix it:

1. Go to the customer's membership.

2. Edit the membership.

3. Review the membership details to ensure everything is correct.

4. Click Save even if you make no changes. This action can help resolve the glitch and make the missing RSEs appear again.