Troubleshooting
Quick solutions for common issues.
Bot Not Responding
Symptoms: Bot appears offline, commands show "Application did not respond," or the bot ignores all input.
Solutions:
- Check that the bot is online — look for a green status indicator next to its name.
- Visit the Resonance Status Page to rule out a service outage.
- Run a permission audit:
/setup check - Verify role hierarchy — the bot's role must be positioned above any roles it manages. Adjust in Server Settings → Roles.
- Check channel-level permission overrides and confirm the bot has Send Messages and Read Messages in the affected channel.
- If nothing else resolves it, re-run setup:
/setup connect brand_id:YOUR_BRAND_ID security_key:YOUR_SECURITY_KEY
Rewards Not Processing
Symptoms: Users complete actions but receive no RSNC, events fire without balance changes, or "Reward failed" messages appear.
Solutions:
- Confirm the event is enabled:
/config events - Check whether the user has been disabled:
/config user status:@user - Check whether test mode is active — only designated testers receive rewards in test mode:
/config test-mode - Check channel exclusions — rewards are not issued in excluded channels:
/config channels - Review the event's cooldown setting. The user may need to wait before earning again.
- Check the event's
max-claimssetting. The user may have hit their per-user or total claim limit. - Verify the brand wallet has RSNC balance — check the Partner Portal and fund the wallet if it is empty.
- Review recent activity in the audit log:
/audit user:@user
Events Not Triggering
Symptoms: Actions that should earn rewards produce no response, events appear configured but never fire.
Solutions:
- Confirm the event exists and is enabled:
/config events - Check channel exclusions — events do not fire in excluded channels:
/config channels - Check the cooldown setting on the event. If the user triggered the event recently, they will need to wait.
- Check the
max-claimssetting — if the event has a total claim cap, it may have been reached. - Run a dry-run reward test to confirm the event is wired up correctly:
/test reward event:EVENT_NAME
Drops Not Working
Symptoms: Users cannot claim drops, reaction drops do not detect reactions, or "Drop not found" errors appear.
Solutions:
- Check that the drop has not expired — review the lifespan setting and create a new drop if needed.
- Check whether the drop has hit its max claim limit. The first N users to claim may have exhausted it.
- Verify the associated event is enabled:
/config events - For reaction drops, confirm users are reacting with the exact emoji specified in the drop configuration.
- For reaction drops, confirm the original message has not been deleted.
Third-Party Bots Not Detecting
Symptoms: Mee6 or Arcane level-ups do not trigger rewards, integration shows as enabled but produces no activity.
Solutions:
- Verify the integration is enabled:
/config third-party - Confirm Resonance can read messages in the channel where the third-party bot posts. Check channel permissions for the Resonance bot.
- Some bots have multiple versions (e.g., Mee6 and Mee6 Premium). Ensure you enabled the correct variant.
- Confirm the corresponding event exists and is enabled:
Look for events like
/config eventsmee6_level_upor the relevant integration event name.
Permission Errors
Symptoms: A user reports they cannot see admin commands, or they receive an ephemeral "you don't have permission" error after attempting to run one.
How the system works:
Admin commands (/config, /drop, /stats, etc.) use default_member_permissions: "0", which hides them from all non-admin users in Discord's command picker by default. A centralized runtime permission gate then enforces the correct access tier on every invocation — even if Discord's visibility is overridden in Server Settings → Integrations.
This means two separate layers protect admin commands:
- Visibility layer — Discord controls what appears in the command picker.
- Execution layer — Resonance enforces who can actually run the command at runtime.
Solutions:
- If a user cannot see admin commands and should be able to: grant them a Resonance admin role with the appropriate permission tier.
/config admin-roles add role:@Moderators level:event_manager - If a user can see a command but gets a permission error when running it: their role's tier is insufficient. Upgrade it or assign a higher-level admin role.
- Users with Discord's built-in Administrator or Manage Server permissions automatically receive Full Admin access with no extra configuration required.
Available permission tiers:
| Level | What They Can Do |
|---|---|
viewer | View stats, audit logs, KPI data (read-only) |
perk_manager | Manage perks |
event_manager | Create and edit events, drops, milestones, rewards |
full_admin | Everything, including setup and user management |
Setup Issues
Symptoms: /setup connect returns an error, "Brand not found" messages appear, or the server does not show in the Partner Portal.
Solutions:
- Verify the Brand ID format — it must be exactly 42 characters and begin with
0x. Find it in Partner Portal → Settings → Account. - Confirm your Partner Portal subscription is active.
- Ensure the brand wallet has RSNC balance — the bot cannot issue rewards without funds.
- Re-run setup with the correct credentials:
/setup connect brand_id:YOUR_BRAND_ID security_key:YOUR_SECURITY_KEY - Run a full permission audit after setup:
/setup check
Diagnostic Commands
Run these commands to quickly identify the source of an issue:
/test all # Full diagnostic suite
/test connectivity # Test service connections
/test permissions # Audit bot permissions
/test config # Validate configuration
/test reward event:EVENT_NAME # Dry-run a specific reward event
/test report # Generate a shareable diagnostic report
Start with /test all for a broad sweep, then use targeted commands to dig into a specific area.
FAQ
"Why didn't my user get rewarded?"
Work through this checklist:
- Is the event enabled? (
/config events) - Is the user disabled? (
/config user status:@user) - Has the cooldown passed? (Check the event's cooldown setting)
- Has the user or event hit
max-claims? - Is the channel excluded? (
/config channels) - Is test mode on? (
/config test-mode) — only testers earn in test mode - Does the brand wallet have RSNC balance? (Check Partner Portal)
"Can users earn in DMs?"
No. Only /balance and /help work in DMs. All earning requires a server context.
"How do streaks work?"
Users run /daily each consecutive day to build a streak. Multipliers apply automatically as the streak grows:
| Streak Length | Multiplier |
|---|---|
| 3+ days | 1.1x |
| 7+ days | 1.25x |
| 14+ days | 1.5x |
| 30+ days | 2.0x |
Missing a day resets the streak unless a grace period is configured (/config streaks grace-period:48).
"How do I change reward amounts?"
Quick method:
/config reward daily_checkin 25
Full method with validation:
/config events action:edit name:daily_checkin reward:25
"How do I let moderators use admin commands?"
Assign a permission tier to their Discord role:
/config admin-roles add role:@Moderators level:event_manager
Run /config admin-roles list to review all currently configured roles.
"What if a user has multiple bonus roles?"
Behavior depends on your stacking mode setting:
- Multiplicative — bonuses multiply together (1.5x × 1.2x = 1.8x)
- Additive — bonus percentages add together (+50% + 20% = +70%)
- Highest — only the best single bonus applies
Change the stacking mode:
/config stacking multiplicative
Getting Help
If the steps above do not resolve your issue:
- Generate a diagnostic report:
/test report - Export relevant data to share with support:
/audit export:true
/export type:config - Contact support through the Partner Portal → Support section. Include the diagnostic report and any relevant exports in your message.