Troubleshooting

A member's XP is not going up

Cause	Fix
Levels is turned off	Turn on the switch at the top of Levels.
The text cooldown	Only one message per cooldown earns XP (60 seconds by default).
An XP filter blocks the channel, category, role or member	Check XP Filters in Settings. A thread uses its parent channel's filter. See Filtering.
The member is a bot	Bots never earn XP.
Voice: alone, muted, deafened, suppressed or in the AFK channel	Voice XP needs at least one other active member who is not a bot in the channel. See Voice XP.

A member reached a level but did not get the role

Cause	Fix
The reward was added after they reached the level	Rewards are not given out on their own. Run `/xp sync_roles`.
The track needs a role they do not have	Check Required role on the track.
The track counts a different XP type	A Text XP or Voice XP track uses that pool's level, not the combined level.
The bot cannot assign the role	Give the bot Manage Roles and move its highest role above the reward role in Server Settings > Roles.
Replace mode removed an older reward	With Stack roles off, members keep only their highest reward on the track. Turn Stack roles on to keep all of them.

In replace mode, reaching a higher reward removes the lower one. A reward is also removed when the member's XP drops below it (after /xp remove or /xp reset) or when they lose the track's required role, at the next check. See When rewards are checked.

No level-up message

Check which destinations are on under Level-up Notifications. With all three off, level-ups are silent.
Dedicated channel also needs a Level-up channel, and the bot needs to be able to send messages there.
DMs only reach members who allow direct messages from server members.
XP changed with /xp commands or a MEE6 import never sends a level-up message.

`/xp` commands are missing

They are hidden by default from members without Manage Server, and only admins can run them. A server can also turn a command off on the Commands tab, or hide it in Discord under Server Settings > Integrations.

The web leaderboard shows "Server Not Found"

The page exists only while Levels is turned on for the server and the bot is in it. Also check the link: it uses the server's vanity name or ID.

The leaderboard includes (or leaves out) members who left

That follows Hide members who left under Leaderboard in Settings. See Leaderboards.

Rank changed without the member doing anything

Rank is a position: it changes whenever someone else passes them, or when a member above them leaves while Hide members who left is on.