Quick Answer
"undefined" appears when Discord username data is temporarily unavailable.
What this means:
LaunchPass can't retrieve their Discord username
Their email and subscription work fine
They still have access to your community
Usually resolves automatically
Doesn't affect their membership
In most cases, you don't need to do anything.
Why This Happens
Discord API Delays
The technical reason:
LaunchPass asks Discord for member information
Discord API sometimes responds slowly
Username data isn't returned in time
System displays "undefined" as placeholder
Think of it like:
Asking someone their name
They're thinking about answering
You write "undefined" while waiting
They answer later, "undefined" gets replaced
Common Triggers
This happens when:
Member just joined (data still syncing)
Discord is experiencing high traffic
API rate limits are reached temporarily
Discord account is very new
Temporary Discord server issues
Usually resolves within:
A few seconds to a few minutes
Sometimes up to an hour
Rarely longer than that
Automatically without action
Where You See "undefined"
In #launchpass Channel
Bot notification shows:
✅ New Member Activated Email: [email protected] Discord: undefined Plan: Premium Monthly Timestamp: Oct 17, 2025 at 2:30 PM
What it means:
Member successfully joined
Payment processed correctly
Email is captured
Discord username just not loaded yet
In LaunchPass Dashboard
Member list might show:
Email: [email protected]
Discord: undefined
Status: Active
What it means:
Subscription is active and working
Email connection works
Discord sync is delayed
Display issue only
Using whois Command
When you run: whois [email protected]
Bot might return:
Email: [email protected] Discord: undefined Status: Active Subscription: Premium Monthly
What it means:
LaunchPass has their email
Discord association is delayed
Member still has access
Can check again later
Does This Affect the Member?
Member Access is NOT Affected
The member can:
✅ Access all premium channels
✅ See paid content
✅ Read and write messages
✅ Use voice channels
✅ Everything works normally
"undefined" is display-only:
Admin visibility issue
Not a functional problem
Member doesn't see it
Member doesn't experience any issues
What the Member Sees
On their side:
They joined your Discord normally
They received their paid role
Premium channels appeared
Everything works as expected
They don't know anything is wrong
They are NOT "undefined" in Discord:
Their username shows normally in Discord
Other members see their real username
Only admin logs show "undefined"
Temporary backend sync issue
What You Should Do
Option 1: Wait (Recommended)
Most common solution: Do nothing.
This usually resolves:
Within a few minutes
Automatically
Without any intervention
Next time data refreshes
Check later:
Look at #launchpass after 10-15 minutes
Run whois command again
Check if username appeared
Usually it has
Option 2: Verify Member Has Access
If you're concerned:
Check in Discord:
Look at your member list
Find recent joins
Check if they have paid role
Verify they're accessing channels
Ask the member:
"Can you see the premium channels?"
"Is everything working for you?"
Usually: "Yes, all good!"
If they have access, "undefined" doesn't matter.
Option 3: Manual Check
Find out who they are:
Use their email:
You have their email from #launchpass notification
Email them directly
Ask: "What's your Discord username?"
Match it manually for your records
Check Discord member list:
Look at recent joins
Check who has your paid role
Process of elimination
Usually only 1-2 recent joins
Option 4: Refresh Connection (Rare)
Only if issue persists for days:
In LaunchPass dashboard:
Go to your community settings
Disconnect Discord
Reconnect Discord
Reauthorize permissions
Check if syncing improves
Warning: Only do this if "undefined" persists for multiple members over days. Usually not necessary.
When to Be Concerned
Normal Situations (Don't Worry)
✅ Just one or two members show "undefined"
Completely normal
Wait a few minutes
Will resolve automatically
✅ Member just joined seconds ago
Data still syncing
Give it a minute
Check back shortly
✅ Member has access and everything works
Display issue only
Not a real problem
Safe to ignore
✅ Shows "undefined" then updates later
Working as expected
Temporary sync delay
System is functioning correctly
Concerning Situations (Take Action)
⚠️ Multiple members always show "undefined"
May indicate connection issue
Check Discord is connected in LaunchPass
May need to reconnect
⚠️ "undefined" for days/weeks
Not normal delay
May indicate sync broken
Contact [email protected]
⚠️ Member has "undefined" AND no access
Real problem (not just display)
Check role assignment
Check bot permissions
See troubleshooting section
⚠️ All new members show "undefined"
Discord connection may be broken
Disconnect and reconnect
Contact support if persists
Troubleshooting
Member Shows "undefined" AND Doesn't Have Access
This is a different problem:
If member has no access:
Check LaunchPass bot role is highest
Check bot has Administrator permission
Verify subscription is actually active in Stripe
Check Discord connection is active
Manually assign role temporarily
This isn't about "undefined":
This is role assignment failure
See "Why Are Cancelled Members Not Getting Kicked" article
Bot permission issue
Needs troubleshooting
"undefined" Never Updates
If it stays "undefined" for days:
Try these:
1. Run whois command again
whois [email protected]
May have updated since first check
Bot pulls fresh data
2. Have member leave and rejoin
Send them fresh invite
Rejoin should resync data
Role reassigns automatically
Usually clears "undefined"
3. Check Discord is connected
LaunchPass dashboard
Verify Discord connected
Reconnect if needed
4. Contact support
Email [email protected]
Provide member email
Screenshot of "undefined"
We can investigate backend
Multiple Members Affected
If many members show "undefined":
Check Discord API status:
Visit discordstatus.com
Check for ongoing issues
Wait for Discord to resolve
Usually temporary
Check your connection:
LaunchPass dashboard
Discord connection active?
When was last successful sync?
May need to reconnect
Contact support if:
Affecting all new members
Persists for hours/days
Discord status shows no issues
Need technical investigation
Technical Explanation
How Discord Integration Works
The normal flow:
1. Member subscribes
Payment processes through Stripe
LaunchPass receives webhook notification
Member email is captured from Stripe
2. Member joins Discord
Clicks invite link
Joins your server
Discord sends join event to LaunchPass
3. LaunchPass queries Discord
"Who is this user?"
"What's their username?"
"What's their ID?"
Waits for Discord response
4. Discord responds
Sends back user data
Username, discriminator, ID
LaunchPass stores this info
Displays in notifications
5. LaunchPass assigns role
Sends role assignment command to Discord
Member receives paid role
Access granted
Where "undefined" Comes In
Sometimes step 3 or 4 has a delay:
Possible reasons:
Discord API is slow to respond
Rate limiting (too many requests)
Network delay
Discord server processing lag
Database sync delay
What LaunchPass does:
Can't wait forever for response
Displays "undefined" as placeholder
Continues with role assignment
Tries to fetch username again later
Result:
Member gets access (most important)
Username shows "undefined" temporarily
Gets updated when data available
System prioritizes access over display
Best Practices
For Admins
✅ Don't panic when you see "undefined"
Very common occurrence
Usually harmless
Resolves automatically
✅ Check member has access
That's what matters
Display is secondary
Verify role assigned
✅ Wait before troubleshooting
Give it 10-15 minutes
Check again later
Usually resolves by then
✅ Keep records by email
Email is always captured correctly
Use email as primary identifier
Username is secondary
Email for support and communication
✅ Note patterns
If happens frequently, document it
Check Discord status
May need to reconnect
Contact support if chronic
For Your Workflow
When you see "undefined":
1. Check time
Just happened? Wait
Hours ago? Investigate
Days ago? Take action
2. Verify access
Does member have role?
Can they see premium channels?
Are they active?
Access = more important than display
3. Document if needed
Member email (you have this)
Approximate join time
Can identify them later
Usually sorts itself out
4. Follow up if necessary
Email member if needed
"What's your Discord username?"
Match manually
Update your records
Getting Help
When to Contact Support
Contact [email protected] if:
"undefined" persists for multiple days
Affects many members consistently
Member shows "undefined" AND has no access (real problem)
Discord connection appears broken
Need technical investigation
Include in your message:
Member's email address
Screenshot of "undefined" in #launchpass
When they subscribed/joined
Whether they have access or not
Your Discord server name
Response time: Usually within 24 hours on business days.
What Support Can Do
We can check:
Backend Discord sync status
Connection health
Any error logs
Whether it's display-only or functional issue
We can fix:
Broken Discord connections
Persistent sync issues
Backend data problems
Update records if needed
We cannot fix:
Discord API temporary delays (wait it out)
Discord platform issues (check discordstatus.com)
Normal sync delays (working as designed)
Quick Reference
Is This Normal?
✅ YES - Normal and harmless:
One or two members show "undefined"
Member just joined (seconds/minutes ago)
Updates to real username within an hour
Member has access and everything works
⚠️ NEEDS ATTENTION:
All new members show "undefined" always
"undefined" for days without updating
Member shows "undefined" AND has no access
Many members affected simultaneously
Quick Checklist
When you see "undefined":
✅ Did member just join? (If yes, wait 10-15 minutes)
✅ Does member have paid role in Discord? (Check member list)
✅ Can member access premium channels? (Ask them or check activity)
✅ Is this just one member or many? (One = normal, many = investigate)
✅ Has it been days without updating? (If yes, contact support)
Key Commands
Check member status: whois [email protected]
Check later to see if updated: whois [email protected]
(Run same command 10-15 minutes later)
Related Articles
What is the #launchpass Channel? - Understanding bot notifications
Why Are Cancelled Members Not Getting Kicked? - Bot permission issues
When Using Discord, Do You Assign a Role? - Role assignment process
How Do I Manage Roles for Users Not Present? - Member management