--- title: Connection troubleshooting description: Connection messages, the additional-site charge, reconnecting, disconnecting, and why a failed build still holds your site slot. image: https://memberpress.ai/og/help-connection-troubleshooting.png url: https://memberpress.ai/help/connection-troubleshooting/ --- [Help Center](https://memberpress.ai/help/) # Connection troubleshooting Updated October 17, 2026 This article covers what you can see when a connection isn’t going to plan: the messages in wp-admin and on MemberPress.ai, the additional-site charge, reconnecting, disconnecting, and why a broken build still holds your plan’s site slot. For the happy path, read [Connecting your site](https://memberpress.ai/help/connecting-your-site/) first. Everything below happens under **MemberPress AI** > **Settings** > **Connection** in wp-admin. ## Messages when you return from MemberPress.ai After the approval screen, you land back on the Connection section with one of these. | You see | What happened | What to do | | --- | --- | --- | | _Connected to MemberPress AI._ | The approval completed and your site saved its token. | Nothing. Your first sync starts on its own. | | _Connection cancelled._ | You clicked **Cancel** on the approval screen. | Click **Connect to memberpress.ai** again when you’re ready. | | _Could not connect this site to MemberPress AI. Please try again._ | The connection did not complete. | Click **Connect to memberpress.ai** again. | ## Setup did not finish If setup stops part way, the Connection section shows **Setup did not finish** and _This site is not connected yet_, followed by the reason and _No token was saved on this site._ | Reason shown | What to do | | --- | --- | | _The connection link expired, or it was finished in a different browser session._ | Start again from the same browser you clicked Connect in, and finish within a few minutes. | | _memberpress.ai could not finish the approval. Try again in a few minutes._ | Wait a few minutes, then start again. | | _This site could not reach memberpress.ai to finish the connection._ | Your site’s server couldn’t make an outbound request. A firewall or a security plugin blocking outbound requests is the usual cause. | | _memberpress.ai approved a different address than this site uses now._ | Your site’s address changed between clicking Connect and approving, often a `www` or `https` redirect. Check **Settings → General** in WordPress, then start again. | | _This site could not save the token from memberpress.ai._ | WordPress couldn’t write to its own database. Try again; if it repeats, contact your host. | There is no retry of the same link. Start a new connection. The old link does not work again. To connect with a key, open **Settings** > **Connection** and click **Connect with a key instead**. On the **Connect with a key** screen, click **Get a key** under **Get a key for this site**. Sign in at MemberPress.ai and copy the new one-time connection key. Return to wp-admin and paste the new key under **Paste the key**. ## Notices in wp-admin after you’re connected | Notice | What to do | | --- | --- | | _MemberPress AI can no longer reach your memberpress.ai account. Reconnect this site to fix it._ | Click **Reconnect**. This usually means the site was disconnected from your MemberPress.ai account. | | _MemberPress AI is connected, but it has not synced any data from this site yet._ | Click **Check connection**. A first sync can take a few minutes. | | _MemberPress AI has not synced data from this site in a while._ | Click **Check connection**. See [Syncing](https://memberpress.ai/help/syncing/) for what each sync status means. | ## Messages on the MemberPress.ai approval screen | Message | What to do | | --- | --- | | _This connection request is invalid or has expired._ | Go back to wp-admin and start the connection again. Approval links are single-use and short-lived. | | _Connecting this additional site needs the Checking price/mo add-on. Check the box to accept the charge, then try again._ | Tick **I agree to the Checking price/mo additional-site charge**, then click **Connect site**. See the next section before you do. | | _Connecting another site needs an active Pro subscription._ | A second site needs Pro. See [Plans](https://memberpress.ai/help/plans-free-and-paid/). | | _We couldn’t apply the additional-site charge._ | Try again. If it repeats, check your payment method under Billing. | | _This site is connected to a different account._ | Sign in with the account that owns the site, or contact support to move it. | | _Your account can’t connect a site right now._ | The account is on hold or under review. Contact support. | | _A connection is already in progress for this site._ | Wait a minute for the first attempt to finish, then try again. | | _Another connection attempt for this site got in first._ | Two attempts raced. Try again. | | _Too many requests right now._ | Wait a minute, then try again. | | _We couldn’t reach_ your site | Check the site address is right and the site is online, then start again from wp-admin. | | _This site is already connected. Reconnecting refreshes its connection — no new charge._ | Not an error. See [Reconnecting](#reconnecting). | ## The additional-site prompt, and which account owns a site Your plan includes one site. Every further site on the same account is a monthly add-on (the amount is on [Plans](https://memberpress.ai/help/plans-free-and-paid/)). The approval screen says _This is an additional site on your account._ and asks you to tick the charge before **Connect site** works. Sites belong to the **account that approved them**. The approval screen shows _Signed in as_ with that account’s email. If you see the additional-site prompt on what you think is your first site, you’re probably signed in with a different account than the one holding your other site. Click **Cancel**, sign out of MemberPress.ai, and start again from wp-admin with the right account. The same site can be connected under two different accounts. Each account sees its own copy, each copy counts toward that account’s site total, and connecting under a second account is not a transfer. The exception is a site another account has proven it controls: then the approval screen says the site is connected to a different account. Reconnecting a site to the account that already owns it is never charged. ## Reconnecting Reconnecting replaces the site’s token with a fresh one, keeps the site’s history in MemberPress.ai, and costs nothing. Use the **Reconnect** notice when it appears. Otherwise, under **Settings** > **Connection**, click **Remove key from this site only**, then click **Connect to memberpress.ai** and approve again. ## Disconnecting a site Under **MemberPress AI** > **Settings** > **Connection**, the **Disconnect** section has two buttons: - **Disconnect this site** tells MemberPress.ai to drop this site and removes the token from your site. **Disconnect site**, the last item of the account menu at the top of every MemberPress AI tab, does the same. - **Remove key from this site only** removes the token from your site only. Use it when MemberPress.ai can’t be reached. MemberPress.ai still lists the site, so also click **Disconnect** next to it in your MemberPress.ai account. You can also disconnect from your MemberPress.ai account: open your connected sites and click **Disconnect** next to the site. Either way, MemberPress.ai stops accepting the site’s token and removes the site and its history. Deleting the plugin from **Plugins** does **not** disconnect the site. Use **Disconnect site** first. ## A failed build still holds your slot Your plan’s site allowance counts a build from the moment it’s **queued**, and keeps counting it while it’s **running**, if it lands in **needs-attention** (the app shows _Your build is paused_), and even after it **fails**. A build you removed still counts toward your allowance the same way. A build only stops counting once its slot is released. Connecting the site doesn’t clear an earlier failed attempt, and neither does time passing. That means a broken build blocks starting a new one: if you try to build again before the failed job’s slot is released, the app tells you your plan’s one site is already in use and offers **Add this site** as a paid add-on instead. That button charges for an additional site; it doesn’t give you back the included one. Contact support with the failed build so they can release its slot. Releasing frees the slot for a new build; it doesn’t retry the one that failed. ## MemberPress is not active MemberPress AI needs MemberPress installed **and active**. If wp-admin says MemberPress is installed but not active, activate it under **Plugins**, then connect again. If MemberPress isn’t installed, see [Connecting your site](https://memberpress.ai/help/connecting-your-site/). ## FAQ ### The connection failed. Can I retry the same link? No. Connect links work once. If wp-admin shows Setup did not finish, click Connect to memberpress.ai to start a new connection. The old link does not work again. ### Why am I being asked to pay for an add-on to connect? Your plan includes one site. The account you're signed in as on the approval screen already has a site, so this one is an additional site. Check the 'Signed in as' line: if it's the wrong account, cancel and sign in with the right one. ### Does deleting the plugin disconnect my site? No. Deleting MemberPress AI removes the local copy of the token but leaves the site connected on MemberPress.ai. Click Disconnect site in the account menu at the top of the MemberPress AI page first, or disconnect the site from your MemberPress.ai account. ### Why can't I start a new build after a build fails? A failed build still holds your site slot until it's released. Contact support with the failed build so they can release its slot; that frees the slot but doesn't retry the failed build.