Troubleshooting
Fixes for common issues with nicknames, roles, ELO, queues, and matches.
Bot & Permissions
Bot is not responding to commands
Symptoms: Slash commands either do nothing or Discord shows "The application did not respond."
Causes:
- The bot is offline or restarting
- The bot does not have permission to send messages or use slash commands in the channel
- Slash commands have not finished syncing after the bot was added
Fix: Check that the bot is online (green dot in your server's member list). Go to the channel permissions and confirm the GotNext Bot role can "Send Messages" and "Use Application Commands." If commands just appear missing, wait a few minutes for Discord to sync them. Global slash commands can take up to an hour after a bot is first added.
Nicknames are not being updated
Symptoms: Player ELO is changing but Discord nicknames are not updating to reflect the new rating.
Causes:
- The GotNext Bot role is positioned below the player's highest role in the server role hierarchy, so Discord does not allow a bot to change the nickname of a member whose highest role is above the bot's role
- Nickname display is disabled in the bot's ELO settings
- The bot is missing the "Manage Nicknames" permission
Fix: Go to Server Settings > Roles and drag the GotNext Bot role above all player and moderator roles. Then use the Bulk Sync button in the dashboard Players tab to backfill any nicknames that were skipped. The bot can never update the server owner's nickname; this is a Discord limitation.
Rank tier roles are not being assigned
Symptoms: Players cross an ELO threshold but do not receive the corresponding Discord role.
Causes:
- Same role hierarchy issue as nicknames: bot role is too low
- No rank tiers have been configured in the dashboard
- The bot is missing the "Manage Roles" permission
Fix: Ensure the GotNext Bot role is above all tier roles in the hierarchy. Then open the dashboard > ELO Settings tab and verify your tier thresholds are saved. Use Bulk Sync to apply roles to all existing players.
"You do not have permission" when running an admin command
Symptoms: A moderator runs a command like /win and gets a permission error.
Causes:
- The user is not a Discord Administrator
- No permissions have been assigned to the user's roles in the bot dashboard
Fix: Open the dashboard > Access & permissions tab. Assign Report Results, Manage Players, Manage Queues, or View Hidden Queue to the relevant Discord role. The change takes effect immediately, with no restart required.
Matches & ELO
A match was created but never finished
Symptoms: The match embed is posted but nobody reported the result. The match ID is unknown or the embed was deleted.
Causes:
- Match was abandoned without anyone reporting
- The result was reported in the wrong channel
- The embed message was deleted before someone noted the match ID
Fix: Find the match ID in the dashboard > Match History tab. Then use /win match:<id> team:1 or /cancel-match match:<id> to close it out.
The wrong team was reported as the winner
Symptoms: ELO changed but it went in the wrong direction.
Fix: Use /overturn-match match:<id> to flip the winner. The bot reverses the incorrect ELO changes and applies the correct ones in a single operation.
ELO changes seem too large or too small
Symptoms: Players gain or lose far more (or less) ELO per match than expected.
Causes:
- The K-factor is set too high (large swings) or too low (barely any movement)
- The server is using FLAT mode with a high or low flat amount instead of dynamic ELO
- One team is rated much higher than the other, causing the expected behaviour
Fix: Open the dashboard > ELO Settings and review the ELO mode and K-factor settings. Lower the K-factor for slower, more stable progression. Raise it for faster rank differentiation early in a season.
ELO did not update after a match was reported
Symptoms: The /win command succeeded but player ratings did not change.
Causes:
- The match was already completed or voided before the report
- The match ID belonged to a different server
Fix: Confirm in the dashboard Match History tab that the match status is "COMPLETED" and that the ELO delta columns show non-zero values. If the match is in a bad state, use /void-match to reset it and then re-report with /win.
Team voice rooms were not created
Symptoms: The private match text channel appears, but Team 1 and Team 2 voice rooms do not.
Causes:
- Team voice rooms are not enabled on that queue
- Per-match channels are disabled
- The bot cannot manage channels or permissions in the selected category
- The category is at Discord's channel limit
Fix: Open the queue in the dashboard and confirm both Per-Match Channels and Team voice rooms are enabled. Then check the selected Discord category and allow the GotNext Bot role to Manage Channels, Manage Permissions, and Connect. Remove unused channels or select another category if the category is full.
The match still starts when voice-room creation fails. Players can continue through the private text channel while an administrator corrects the Discord permissions.
Players were not moved into team voice rooms
Symptoms: The rooms were created, but players stayed in their existing voice channel.
Causes:
- Automatic moving is disabled at the server level
- The player was not connected to voice when the match started
- The bot is missing Move Members or cannot connect to the destination room
Fix: Open the server's Match Channels settings and enable Automatically move connected players if your community wants this behavior. Confirm the GotNext Bot role has Move Members in Discord. Players who were disconnected when the match started should use the join buttons in the private match channel.
Queues
Queue is full but a match did not start
Symptoms: /queue shows the right number of players but no match embed appeared.
Causes:
- A pre-made party is in the queue and there is not a matching party to face
- The bot lost its permission to send messages or embeds in the channel
- An ELO gate is blocking some players
Fix: Check the channel permissions for the GotNext Bot role and ensure "Send Messages" and "Embed Links" are enabled. If parties are mixed with solo players and party matching is the issue, those players will need to leave and rejoin individually.
A player cannot join the queue
Symptoms: /join returns an error for a specific player.
Causes:
- The player has not registered with
/register - The player is in a cooldown period after a recent match
- The player is banned
- The player is already in another active match
- An ELO gate is set and the player's rating is out of range
Fix: The error message from the bot usually explains the reason. If the player is on cooldown, wait for it to expire or reduce the cooldown in the queue settings. If the player is banned, unban them from the dashboard Players tab.
Queue shows a player who already left
Symptoms: The queue count is wrong or a player who is not present is still listed.
Fix: Staff with Manage queues can use /remove-from-queue player:@member in the queue channel. Queue entry timeout and idle warning settings can reduce stale entries in the future.
Dashboard
My server is not appearing in the dashboard
Symptoms: After signing in, the server is not listed under Manage Servers.
Causes:
- The server has not been linked to an organization yet
- Your organization role does not include Manage Ranked Queues or Manage Discord
- You are signed in to a different GotNext account than the one added to the organization
- The bot has not been added to the Discord server yet
Fix: Ask an organization owner or member manager to add your GotNext account and assign a role with Manage Ranked Queues or Manage Discord. If the server is still an older standalone installation, the current Discord server owner must choose an organization and complete the claim flow first.
Legacy delegated dashboard access temporarily disappeared
Symptoms: On an older standalone server, a server owner granted you dashboard access, but the server is temporarily missing after the bot or Discord had an outage.
Cause: GotNext pauses delegated access when it cannot confirm that the account is still a member of the Discord server. This prevents a person who left during an outage from retaining access.
Fix: Confirm the bot is online and still in the server, then reload the dashboard after a few minutes. GotNext checks membership again automatically. The server owner does not need to recreate the saved role unless they removed it. Moving the server into an organization replaces this legacy membership check with organization role access.
An organization operator cannot manage the existing subscription
Symptoms: A person can manage the Ranked Queues dashboard but cannot open the billing portal.
Cause: Organization roles control dashboard operations, while billing remains linked to the original purchaser or current entitlement owner. This prevents an organization role change or Discord server transfer from exposing another person's Stripe account.
Fix: Ask the original purchaser to manage the current subscription or contact GotNext support to transfer billing safely.
Dashboard changes do not seem to take effect
Symptoms: Settings were saved in the dashboard but the bot is still behaving with old values.
Causes:
- The save button was not clicked (some fields auto-save, others require a save action)
- A validation error prevented the save silently
Fix: Reload the dashboard page and check whether the values you entered are reflected. If they are not, try saving again and watch for any error toast at the top of the screen.
Dashboard shows the bot as offline or unverified
Symptoms: The server card shows a red or warning status, or permissions are listed as missing.
Fix: Click Re-validate to re-check the current permissions. If permissions are genuinely missing, click Re-invite to open the bot invite with the correct permission set pre-selected. Re-inviting does not remove the bot from the server; it just prompts Discord to grant the missing permissions.
Still stuck?
If none of the above fixes your problem, join the support server and describe what is happening. Include the match ID or queue channel if relevant so we can investigate quickly.