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Filter your server console for [nex_queue] — most issues print a clear error there. If you’re not sure, flip Config.Server.DebugMode = true temporarily, restart, and try again.

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Common issues

ProblemFix
Bot is offline / queue never loads rolesThe token is wrong, or the bot was kicked from your guild. Reset the token in the Discord Developer Portal and paste the new one into Config.Server.DiscordBotToken.
Everyone is queued as Standard with priority 0Server Members Intent is OFF. Turn it on in the bot’s settings (see Discord setup, step 2) and restart the resource.
Whitelist is on and everyone is being kickedSame as above — without Server Members Intent the bot can’t see role memberships, so no one passes the whitelist.
Players bypass the queue when they shouldn’tA role ID in Config.Permissions.BypassRoles is too broad (e.g. @everyone’s ID, or a “Member” role everyone holds). Remove it.
The live waitlist embed never shows upEnableLiveFeed = false, the channel ID is wrong, or the bot is missing View Channel / Send Messages in that channel.
The live feed posts but never updatesThe bot doesn’t have Manage Messages in the channel — it can’t edit its own message, so it stops trying.
Wrong tier shown on the cardConfig.Tiers is order-dependent. The first entry whose role the player holds wins. Reorder so the highest tier is at the top.
Priority isn’t ordering correctlyCheck that the role IDs in Config.Permissions.PriorityLevels are keys (["123"] = 5000), not array entries. The numbers add up across roles — a player with multiple priority roles will outrank a single high-tier role.
Server feels full but I have ReservedSlots = 2 setThat is the point — those 2 slots are kept open for staff with BypassRoles. Lower the number to free them for regular players.
Players get stuck at “Connecting” after their position hits #1Increase Config.Server.HaltDuration so the slot stays reserved longer while they load. Common on heavily-modded servers.
Config.Interface.Theme = "neon" does nothing"neon" isn’t a built-in theme. Use one of: classic, banner, factset, boardingpass, compactbar, minimal, centered, cards.
Banner / icon doesn’t loadImage host is rate-limiting or the URL 404s. Try the URL in a browser — if it doesn’t load there, it won’t load on the card.
Two queues are fighting / players get kicked instantlyAnother queue resource (e.g. connectqueue) is also running. Stop one of them.
Token got pasted into a screenshotReset it immediately in the Discord Developer Portal and update config.lua.

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Diagnostic checklist

If something’s not working, walk through this in order:
  1. Is the resource started? ensure nex_queue should be in server.cfg and you should see a [nex_queue] Boot OK line on boot.
  2. Is the bot online in your guild? If it’s offline, the token is wrong.
  3. Is Server Members Intent ON? In the Developer Portal → Bot page.
  4. Are the IDs right? Guild ID, channel ID, role IDs — all are 17–19 digit numbers, copied with Developer Mode in Discord.
  5. Did you restart the resource after editing the config? Most settings need a restart. (Themes don’t — see Themes.)
  6. Is DebugMode on? Turn it on for the test, off again in production.

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Before opening a support ticket

Please include:
  1. The behavior you’re seeing vs. what you expected.
  2. Whether the bot shows online in your Discord.
  3. The [nex_queue] lines from your server console (with DebugMode on).
  4. Your Config.Server block with the token redacted (replace it with ***).
  5. Whether you have another queue resource running.
See Support & contact for how to reach us. Never paste your bot token in a ticket — redact it first.