Troubleshooting

Troubleshooting

Solutions to the most common issues with verification, bots, pulls, and backups.

Verification Issues

Members complete OAuth2 but don't receive their role

Cause: The bot does not have sufficient permissions, or the verified role is positioned higher than the bot's highest role in the Discord role hierarchy.

Fix:

1. In your Discord server, go to Server Settings → Roles.

2. Find your bot's role and drag it above the verified role.

3. Make sure the bot has the Manage Roles permission.

4. Check the verification log channel for error messages.

"Invalid OAuth2 code" error

Cause: The authorization code from Discord has expired or was already used. OAuth2 codes expire after a few seconds.

Fix: This usually means the member took too long on the verification page, or they refreshed the callback URL. Ask them to start the verification process again from the beginning.

VPN users are getting blocked even with VPN blocking off

Cause: The IP intelligence database may classify some residential IPs as datacenter IPs, or the member's IP may be shared with a VPN provider.

Fix: Add the member's IP or ASN to your whitelist. Go to server settings → Whitelist and add a rule for their IP or ASN (shown in their verification event details).

Verification page shows wrong server name or logo

Cause: CDN cache is serving a stale version of the page.

Fix: Clear the Cloudflare cache (if you have Cloudflare on a custom domain) or wait up to 5 minutes for the cache to expire.

Alt detection is flagging legitimate members

Cause: Multiple family members using the same device, or a shared computer in a library or workplace.

Fix: Set Alt Detection Action to "Flag" instead of "Block". This records the potential alt without preventing verification. You can review flagged members and whitelist specific user IDs.

Bot Issues

Bot appears offline in Discord

Cause: Restore Hub uses HTTP interactions, not Gateway. The bot does not show a status dot — this is normal and intentional.

Note: If you configured a presence (Premium+) and it is not showing, wait 5 minutes for the next presence update cycle or go to your bot settings and toggle the status.

Slash commands not appearing in Discord

Cause: Commands may take up to an hour to propagate after being registered globally, or the bot may not have the application.commands OAuth2 scope.

Fix:

1. Re-invite the bot using the invite link generated in the Restore Hub dashboard — it includes the correct scopes.

2. Wait up to 1 hour for global command propagation.

3. If commands still do not appear, go to bot settings and click "Re-register Commands".

Bot token invalid error

Cause: The bot token was reset in the Discord Developer Portal after it was saved to Restore Hub.

Fix: Go to the Discord Developer Portal → Your Application → Bot → Reset Token. Copy the new token and update it in Restore Hub dashboard → Custom Bots → [Your Bot] → Edit.

Pull Issues

Pull job shows 0% completion

Cause: All stored OAuth2 tokens for the members being pulled have expired or been revoked.

Fix: Members need to re-verify to refresh their tokens. You cannot pull members whose tokens have expired. Run a token health check (dashboard → Members → Token Health) to see the estimated valid token count.

Members are pulled but don't receive roles in the target server

Cause: Role IDs in the pull configuration may be wrong, or the bot in the target server doesn't have the Manage Roles permission.

Fix:

1. Verify the target server's bot has Manage Roles permission and its role is above the roles being assigned.

2. Double-check the role IDs in the pull job settings.

Pull is very slow

Cause: Discord rate limits guild member addition to approximately 200 members per minute for the guilds.join scope.

Note: This is a Discord API limitation and cannot be bypassed. For large pulls (10,000+ members), expect several hours of processing time.

Backup Issues

Backup job fails with "Discord API error"

Cause: The bot token is invalid, or the bot was removed from the server.

Fix: Check that the bot is still in the server and the bot token is valid. Re-invite the bot if necessary.

Restore fails — channels created but members not re-invited

Cause: Restore only re-creates channels, roles, and server structure. Member re-invitation requires a separate pull job (Restore Hub stores member tokens separately from backups).

Fix: After a restore, go to Members → Pull to re-invite verified members.

Account Issues

Can't log in

Fix: Use the "Forgot password" link on the login page. If you signed up with a social provider (Discord, Google, etc.), use that same provider — you cannot log in with email/password if you never set a password.

Not receiving email notifications

Fix: Check your spam folder. Add [email protected] to your email's safe senders list. Verify your email address is correct under account settings.

Getting Help

If your issue is not listed here, contact support:

• Discord Support Server — The fastest way to get help. Join at restorehub.net/discord

• Email — [email protected]

• Dashboard Chat — Click the chat icon in the bottom-right corner of the dashboard