Membership not autorenewing in a recurrent payment

[runjie]

Membership is not auto renewing in a recurrent payment. It cancels itself just after 1 month but the clients are still billed. How do you fix that so the membership auto renews after each payment?

[mbrsolution]

Hi,

For a subscription payment, you should be using the “no expiry” settings in the membership level. When the subscription ends or is cancelled, the access will be revoked by the plugin.

What “Access Duration” value are you currently using for the membership level?

Thank you

[runjie]

I understand that if it gets canceled. He will lose access to account. But would the recurrent payment be cancelled?

[mbrsolution]

Hi,

But would the recurrent payment be cancelled?

Please read the following documentation https://simple-membership-plugin.com/what-happens-when-paypal-subscription-cancelled/. It explains the cancellation process of our plugin.

Let me know if you need more information and help.

Thank you

[runjie]

yes, but we are using an Stripe payment button. It works the same?

[mbrsolution]

Hi,

For Stripe recurring payments, the member can delete their membership account. That will also terminate their recurring payments. The Delete Account link is located under the profile Update button. The Delete Account link is displayed when you enable the following feature Allow Account Deletion under Advanced Settings tab.

Let me know if the above helps you.

Thank you

[runjie]

Already deleted an acocunt, but payment still looks active…

[runjie]

I mean, the customer still looks active in Stripe

[mbrsolution]

Hi,

Are you saying the member is still active in your Stripe account even after they deleted their account in your site?

[runjie]

Exactly

[runjie]

Do you know why’s that? We are in a hurry! Thanks for your time.

[mbrsolution]

Hi, I am not sure why is that. I have submitted a message to the plugin developers to investigate further your issue.

Thank you

[runjie]

I see we needed to configure some webhooks right? But which webhook do we need to put so that Stripe handles an automatic cancellation of the account?

[runjie]

Will developers give me an answer?

[admin]

The best practice for a subscription payment is to cancel is from the payment gateway (from your merchant account). This is same for both PayPal and Stripe. When you (the site admin) cancel a subscription payment, our plugin will receive a notification and it will disable the member’s account.

For Stripe, you need to have all the webhooks configured correctly for this to work. The following documentation needs to be used to create the Stripe subscription button and configure the webhooks properly:
https://simple-membership-plugin.com/sca-compliant-stripe-subscription-button/

Whenever a user complains about this and we do investigation, we always find that the user has missed some setup somewhere. So please review the above mentioned documentation and setup the subscription button correctly.

Use the debug logging feature to see if our plugin is receiving notification correctly from the payment gateway. That will confirm that everything is setup correctly:
https://simple-membership-plugin.com/enable-debug-logging/

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