FAQ and troubleshooting
Start here: the Health check
Section titled “Start here: the Health check”Most problems with settings show up on the Health check page of /settings. It lists missing Discord permissions, log channels Axmo can’t post in, deleted roles or channels still in a setting, and rules that can never act, and says where to fix each one.
Commands
Section titled “Commands”Someone can’t see a command
Section titled “Someone can’t see a command”Discord decides who sees a command in the menu, separately from Axmo’s permissions. Allow commands for their role under Server Settings → Integrations → Axmo. The command list shows which Discord permission each command needs to be seen by default.
Someone can see a command but Axmo says they can’t use it
Section titled “Someone can see a command but Axmo says they can’t use it”They need an Axmo permission for it. Check with /permissions check, which says whether they have it and why, then add the permission to one of their groups, or link their role to a group that has it. See Permissions.
Our Discord Administrators can’t do anything
Section titled “Our Discord Administrators can’t do anything”That’s expected. In Axmo, Discord permissions alone don’t give anyone access, not even Administrator. Link their role to a permission group.
Only I can use /settings, /setup and /permissions
Section titled “Only I can use /settings, /setup and /permissions”Server permissions can never be put in a group, so only the server owner can use these. That way nobody can give themselves the power to change who’s allowed what.
A command says “isn’t available in this server”
Section titled “A command says “isn’t available in this server””Its plugin is off. Turn the plugin on from the Plugins page of /settings. Every optional plugin starts off.
Moderation
Section titled “Moderation”Axmo won’t ban, kick or mute someone
Section titled “Axmo won’t ban, kick or mute someone”Check that:
- Axmo’s role is above the member’s highest role in Server Settings → Roles.
- Your highest role is above theirs. Nobody acts on someone whose highest role is the same as or above their own.
- You aren’t trying to mute an administrator.
- You have both the Axmo permission and the Discord permission, like Ban Members, in that channel.
If you’ve just banned, kicked or muted a lot of people in a short time, Axmo holds off for a few minutes. Try again shortly.
Who can delete cases?
Section titled “Who can delete cases?”Nobody but the server owner, until they add cases.delete to a group. No default group has it. Deleting hides a case from lists and counts, and /case restore brings it back.
Tickets
Section titled “Tickets”Members get “Tickets aren’t set up in this server yet”
Section titled “Members get “Tickets aren’t set up in this server yet””Choose a Ticket category on the Tickets page of /settings.
Members get “Axmo can’t DM you”
Section titled “Members get “Axmo can’t DM you””Tickets happen in Axmo’s DMs, so members need to allow direct messages from the server’s members in the server’s Privacy Settings.
The staff role isn’t pinged when a ticket opens
Section titled “The staff role isn’t pinged when a ticket opens”If the role doesn’t allow anyone to mention it, give Axmo Mention @everyone, @here, and All Roles in the ticket category. The Health check says when this is needed.
Moderators can’t see ticket channels
Section titled “Moderators can’t see ticket channels”Ticket channels are only visible to roles in a group with tickets.handle, plus pinged and auto-assign roles. Link your staff role to a group that has it.
Members can’t find the report menus
Section titled “Members can’t find the report menus”Right-click the message or the user (or long-press on mobile) and open Apps. The menus are Report message to server and Report user to server. A ticket panel from /ticket panel gives members a button too.
A reported member can see the ticket channel
Section titled “A reported member can see the ticket channel”Axmo always hides ticket channels from the people reported, but members with the Administrator permission can see every channel. Axmo warns you in the ticket when this happens.
Automod
Section titled “Automod”Automod removed a message it shouldn’t have
Section titled “Automod removed a message it shouldn’t have”On the message’s review card, press Mark false positive. That overturns automod’s case and lifts any mute or ban. To stop it happening again, loosen the rule’s limit with Change rule, or exempt the role or channel on the Automod filters page. Marked false positives also feed /insights suggestions.
Automod isn’t doing anything
Section titled “Automod isn’t doing anything”Check that the Automod plugin is on, and that the rules you want are switched on on the Automod rules page. Every rule starts off. Members with automod.exempt, exempt roles and channels, and ticket channels are skipped.
Appeals
Section titled “Appeals”Members don’t get an Appeal button
Section titled “Members don’t get an Appeal button”Check that the Appeals plugin is on, an appeals Channel is set on the Appeals page, and the action is one of the Appealable actions.
A moderator can’t decide an appeal
Section titled “A moderator can’t decide an appeal”With Acting moderator can’t review on, the moderator who took the action can’t work on its appeal unless they have appeals.manage. Lifting or changing a ban or mute also needs appeals.bans or appeals.mutes.
Raid protection
Section titled “Raid protection”Stage 3 doesn’t pause invites or change verification
Section titled “Stage 3 doesn’t pause invites or change verification”Stage 3 needs Axmo to have Manage Server. Also check that Pause invites at stage 3 or a verification level is set on the Raid response page.
Logs and messages
Section titled “Logs and messages”/search can’t find an old message, or a log doesn’t show what a message said
Section titled “/search can’t find an old message, or a log doesn’t show what a message said”Axmo only keeps recent messages: 14 days, or 30 on Plus and 45 on Pro. See Plans.