Ultimate Member Self-Service Guide

Review our guide to see if these solutions apply before submitting a ticket.

Top three most common issues 

Have an issue with your Ultimate Member site? Our aim is to help you solve it.

According to stats, most are caused by:

  • Outdated software on your site
  • Conflict with your theme
  • Conflict with another plugin

Outdated software 

Keeping software up to date better protects your website against hacking. The latest versions of WordPress, Ultimate Member, and UM extensions, as well as your theme and other plugins, often have bug fixes that resolve the current trouble you’re having.

To check if there are updates for your website, go to WP Admin > Plugins, where available plugin updates information are highlighted.

Update instructions 

To ensure that the update process runs as smooth as possible:

  1. Make a full backup of your site, data, and files.
    • Ask your hosting company to assist you
  2. Go to Dashboard > Plugins, and update the third-party plugin(s) out of date. Do not update Ultimate Member & UM extensions yet.
    • If your website is running Ultimate Member 2.0 or earlier, use a test/staging site first to verify the latest version goes well, and then update the live site. WP Staging can help with that.
  3. Update extensions purchased from UltimateMember.com. You can also download extension(s) from your UM Account and overwrite plugin(s) manually via FTP in /wp-content/plugins/
  4. Go to: WordPress Dashboard > Plugins and upgrade UltimateMember to the latest stable version.
  5. Update WordPress to the current version. A notification on your WordPress Dashboard tells you if an update is available.
  6. Update your theme to the current version. Check with the author to see if you’re running the latest version.

Plugin and theme conflicts 

We cannot provide support for third-party plugins and themes. Contact the author for updates.

Almost half of the tickets we receive are related to issues caused by conflicts with third-party themes and plugins.

To troubleshoot theme and plugin conflicts:

  1. Switch to a default WordPress theme, such as Twenty Seventeen, to see if the problem still exists. If it goes away, contact your theme developer about the issue. There may be an update that solves it.
    • If the problem persists using a default theme, go to the next step.
  2. Deactivate temporarily all your plugins, except Ultimate Member and the UltimateMember.com extension(s) giving trouble. Does that fix it?
    • If yes, there’s likely a conflict with one of the disabled plugins. To pinpoint which one, reactivate plugins (one at a time), repeat the actions taken when the issue appeared, and see when/if the issue reappears.
    • If the issue remains while running a default theme and no extra plugins are activated, go to the next step.
  3. Contact our technical support representatives to investigate and advise. In the support ticket, provide us with as much info as possible. Answering these questions will speed the process:
    • When exactly did you first notice the problem?
    • Have any updates been applied to your website recently?
    • Have you changed themes or made design changes?
    • Have you installed any new plugins?
    • Can the issue be replicated on multiple devices?
    • Is your problem happening in one browser or all of them?
    • Do you see specific error messages? Take a screenshot.