Some Members' Subscriptions are Not Being Renewed

[filipvisnjic]

hi, first of all, thanks for this great plugin!

I have quite a sizeable memberbase now and have been noticing that some members’ subscriptions are not being renewed. I have just spent some time going through the expired members and out of 100, found at least 15 that have renewed their membership (automatically via PayPal –– checked email confirmation and subscription details on the PayPay website) but the account is not updated in my plugin database.

I am somewhat concerned that I have no ways of double checking and comparing the two databases of recurring payment member databases (PayPal and SM) and there are probably members that have paid for the membership and are unable to access content. The only way of me knowing who they are at the moment is if they send me an email and tell me that they cant access content. This has happened a number of times already.

Any suggestions on how I could ensure that this doesn’t happen in the future would really help.
Also, are there any ways to compare the two databases to update those accounts that have expired and shouldnt have?

Thank you for all your great work!
Filip

[mbrsolution]

Hi, can you enable Debug mode. Next time this happens again, can you check the log file and report back with any findings.

Thank you

[filipvisnjic]

Ok, enabled for now. I’ll keep an eye on it for the next few weeks. Thanks.

[filipvisnjic]

Hi again, it looks like it just happened. The payment was received but the account went to expired. There is no log of any of this in the log files. I took screenshots of both the payment and the account details.
I am wondering whether its somehow related to the “last accessed date” which is “0000-00-00 00:00:00” ie suggesting that the member never logged in even though there is his IP in the database. I have about 60 accounts with “0000-00-00 00:00:00” record and they do seem to be quite old accounts but all with active subscriptions.

Here are some screen captures: https://www.dropbox.com/sh/gtmir6ts5mmynbp/AAC0vuL9QNGlv5ZPvPeoKZRQa?dl=0

Thanks!

[mbrsolution]

Hi,

I am wondering whether its somehow related to the “last accessed date” which is “0000-00-00 00:00:00” ie suggesting that the member never logged in even though there is his IP in the database. I have about 60 accounts with “0000-00-00 00:00:00” record and they do seem to be quite old accounts but all with active subscriptions.

That would definitely cause this issue. The interesting part about this issue is that it is only affecting the old accounts and not the new ones, is this correct? Are all the other accounts displaying an access date value?

Regards

[filipvisnjic]

Hi again,

That would definitely cause this issue. The interesting part about this issue is that it is only affecting the old accounts and not the new ones, is this correct? Are all the other accounts displaying an access date value?

Yes, it appears so, only old accounts, all other are fine and do display access date value. Another possibility is that these accounts might have been added manually, and Payment ID reference, expiry date also entered manually. Also, unlikely that they have never logged in, since the IP is recorded.

1. Is there any way to make these work without getting members to re-register?
2. I suppose it unlikely that re-creating these accounts will fix anything since this is how they were created in the first place?

Many thanks
F

[mbrsolution]

Hi,

Another possibility is that these accounts might have been added manually, and Payment ID reference, expiry date also entered manually. Also, unlikely that they have never logged in, since the IP is recorded.

If the accounts where created manually, do you know if the member logged in to pay for the subscription?

1. Is there any way to make these work without getting members to re-register?

You could ask one member belonging to this list to log in. Then you could check to see if the last access date value changes.

2. I suppose it unlikely that re-creating these accounts will fix anything since this is how they were created in the first place?

I think if the previous step does not work, it would be best to get them to register again. This would avoid any future issues.

Kind regards

[filipvisnjic]

Hi there,

If the accounts where created manually, do you know if the member logged in to pay for the subscription?

I think what happened here was that the member registered via PayPal first and then I created an account for them. Speaking of which, this does happen sometimes, ie when customers register via PayPal but accounts are not created, or registration process is interrupted somehow. Rather than asking them to go through the whole procedure again, I just create accounts for them.

Does this mean that if accounts are created manually, and even though subscription exists, and Automatic payment ID is in the database, the payments will not automatically renew the following year?

Thanks
F

[mbrsolution]

Hi,

Does this mean that if accounts are created manually, and even though subscription exists, and Automatic payment ID is in the database, the payments will not automatically renew the following year?

When you create an account manually from the admin end and later you want the user to pay for a subscription, make sure the user logs into his/her account then pay for the subscription using the subscription button created inside the plugin.

The above process will prevent issues like the one you are having now.

Let me know if you need more information or help.

Kind regards

[Author]

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