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Paid Memberships Pro
New subscriptions immediately cancelled after creation (25 posts)

  1. digitalcarla
    Member
    Posted 10 months ago #

    I recently switched gateway settings in PMPro from Paypal Express to Paypal Standard (no settings were changed with the Paypal account itself).

    Ever since the switch, new subscriptions are immediately cancelled after being created. The sequence in the PayPal recent activity log is: Created, Completed, Cancelled. Existing subscriptions seem to be working fine.

    Any ideas what might be causing this problem? This situation is unfortunately creating quite a headache for my client.

    http://wordpress.org/extend/plugins/paid-memberships-pro/

  2. PMPro-Lisa
    Member
    Plugin Author

    Posted 10 months ago #

    Update your account with PayPal to reflect the change from Express to Standard and all associated key settings, and let me know if that resolves the issue.

    Hope this helps!

    If you would like more guidance or hands on help implementing this solution with Paid Memberships Pro, please sign up at http://www.paidmembershipspro.com/pricing.

  3. digitalcarla
    Member
    Posted 10 months ago #

    Thanks for the quick response. The paypal account is and always has been set up as a Standard account. I was previously using the Express PMPro gateway by accident (and it was working, for the most part), but switched the gateway to Standard when I realized the configuration error. Thats when the cancellation issue started.

  4. strangerstudios
    Member
    Plugin Author

    Posted 10 months ago #

    Carla, it sounds like there may be a break in PayPal Standard working.

    What is happening:

    * when someone checks out, PMPro cancels their old membership and subscription.

    * Then it gives them a new membership/subscription for the new checkout.

    With PayPal Standard, this is not immediate (the main downside to using PayPal Standard). You need to wait for the payment to process, it can take a couple seconds or a couple hours.

    And if there is a bug with how you have PayPal integrated with your site (typically the email address in the PMPro settings might not match those in PayPal) it might fail. Check paid-memberships-pro/logs/ipn.txt for info on what might be breaking on your site.

  5. digitalcarla
    Member
    Posted 10 months ago #

    Thanks again for the quick response. Ther logs/ipn.txt shows no problems.
    It contains correct-looking request dumps followed by FP! / VERIFIED / New order (xxx) created.

    The integration email for PayPal in indeed correct. For each brand new subscription (as opposed to subscription modifications), there are the following logs in Paypal:

    Jun 7, 2013 Canceled User requested cancel.
    Jun 7, 2013 Created

    It seems like it might be some kind of message ordering issue? The cancel is being received after the create request?

  6. strangerstudios
    Member
    Plugin Author

    Posted 10 months ago #

    Yeah that might just be the cancellation of the old subscription if someone is changing levels or checking out again for the same level.

    Which makes sense with PayPal Standard. New order goes through. Then PP tells your site to change their level. Their level is changed. At that point, the old subscription is cancelled.

  7. digitalcarla
    Member
    Posted 10 months ago #

    The only thing is, that the user is not cancelling the membership themselves. The plugin is cancelling brand new memberships (as opposed to changes in levels) for brand new users right after they are created.

  8. PMPro-Lisa
    Member
    Plugin Author

    Posted 10 months ago #

    Hi Carla,

    With PayPal there are cancellations of the old level, then purchases of the new level.

    If you are looking at the logs if may appear that a member is cancelled, but can you verify that they are in fact cancelled completely or do they have access to the new level?

    If you sign up for support and send Jason your login and FTP info he can get this squared away for you http://www.paidmembershipspro.com/pricing/

  9. digitalcarla
    Member
    Posted 10 months ago #

    Hi Lisa, yes I can confirm that the user has the correct access on the wordpress side of things. The problem is that the recurring subscription profile has been cancelled directly after it was created, so my client correctly collects the initial payment, but then will go on to receive no future payments.

  10. PMPro-Lisa
    Member
    Plugin Author

    Posted 10 months ago #

    Hi Carla,

    Best to contact Jason directly http://www.paidmembershipspro.com/contact/ so he help you resolve.

  11. essaysnark
    Member
    Posted 9 months ago #

    @digitalcarta, we had similar issues and a less-optimal user checkout flow with PMPro set to the PayPal Standard gateway. We're using PMPro set to the PayPal Express gateway even though our PayPal account is technically a "Standard" account type - which is what you were running inadvertently before, it sounds like - and all works (relatively) fine for us. So you might consider just switching back to the PayPal Express gateway in PMPro to see if the issues go away.

  12. digitalcarla
    Member
    Posted 9 months ago #

    Good to know, @essaysnark. Thanks for contributing your experience. Unfortunately switching back to Express would mean that we lose the ability for users to checkout without having a PayPal account (using a credit card).

    I've been in contact with the developer and it sounds like some bugfixes to the Standard gateway option are forthcoming, so fingers crossed that the update solves this problem as well.

  13. PMPro-Lisa
    Member
    Plugin Author

    Posted 9 months ago #

    Hi Carla,

    I did remind Jason of this, and he is working on the update.

    Unfortunately some of these issues are due to how PayPal IPN systems work which he has no control over, so doing the best he can to create a solution.

    If you are located in the US or Canada, you may want to consider using Stripe, which has the same rates as PayPal and makes checkout much easier. You can accept all of the major credit cards.

  14. PMPro-Lisa
    Member
    Plugin Author

    Posted 9 months ago #

    Hi Carla,

    Please update to 1.7 and let me know if this resolves your issue.

    Thanks

  15. digitalcarla
    Member
    Posted 9 months ago #

    Thanks Lisa, I've updated the plugin and will keep an eye on things over the next few days and report back so this issue can be marked as resolved.

  16. PMPro-Lisa
    Member
    Plugin Author

    Posted 8 months ago #

    Hi Carla - everything working OK now?

  17. digitalcarla
    Member
    Posted 8 months ago #

    Hi Lisa,

    Sorry for the delayed response - we had to wait for some new memberships to come through to confirm this. Unfortunately it is still happening after the update.

    My client just spent an hour on the phone with paypal to make sure it wasn't their end. They said that the API from the software sends out a cancellation request for the recurring payment profile immediately (30 secs) after people sign up.

    Carla

  18. digitalcarla
    Member
    Posted 8 months ago #

    One additional piece of information that might be helpful is that the only recurring payments that are being immediately cancelled are those which used a credit card directly rather than a PayPal account.

    Looking at the code, it appears that the pmpro_changeMembershipLevel method could be called twice in this case, once from checkout.php, and then again from ipnhandler.php which would cancel the "old" membership created 30 seconds ago.

    Unfortunately the only short term solution for us is to switch back to PayPal Express in order to avoid direct credit card purchases on recurring payments.

  19. strangerstudios
    Member
    Plugin Author

    Posted 8 months ago #

    I believe you are correct RE the call to pmpro_changeMembershipLevel in the IPNHandler cancelling the subscription. I will check this out and get a fix out ASAP.

  20. mohindersodhi
    Member
    Posted 7 months ago #

    I am getting problem of new subscriptions immediately cancelled after creation... Someone sorted this issue?

  21. jeffryestrella
    Member
    Posted 7 months ago #

    Same happening here. It happens with Paypal account and card.

    Today test it with my test membership account and with a Paypal account, everything works perfect. But today an member try to sign up again and the subscription was cancelled after creation at paypal, giving the access to the content without paying.

  22. essaysnark
    Member
    Posted 7 months ago #

    We've seen this happen too with the PayPal Express gateway on PMPro 1.6.1 and earlier, but usually it's due to the lag in when the PayPal order is placed and when payment clears - meaning, payment never clears, but the user has access to everything on the site until we catch it. A few weeks ago we had it happen where the transaction on the PayPal side was being immediately canceled right after the user submits it, which is what it sounds like you all are reporting. Strangely, we were able to get that customer to pay for another product we sell using the PMPro Addon Packages and payment went through just fine. It seemed to be something to do with subscriptions or recurring payments. But we have other customers signing up every day with that with no problem. Had hoped that this was going to be resolved with 1.7.1 but it sounds like you are on that already and still same problem?

  23. strangerstudios
    Member
    Plugin Author

    Posted 7 months ago #

    Hi, Guys. Thanks for the info. I have looked into this and couldn't recreate the problem. I couldn't even figure out a mechanism where this would happen.

    If you can reliably reproduce it (it does seem to be fairly random for people it's happening to), let me know as much information as you can about your levels and the order history for the users, etc.

    Feel free to email me the information (especially if you are a PMPro member).

  24. essaysnark
    Member
    Posted 6 months ago #

    My latest theory on this immediate-cancel thing is that it's users who are in countries that PayPal deems high-risk for fraud. I don't have enough data to back it up yet but it seems like this happens for customers in Eastern European countries the most. I'm not getting it for my customers from India, who often have lots of problems with PayPal, so this theory may not hold water, but it's the only pattern I've seen so far.

  25. strangerstudios
    Member
    Plugin Author

    Posted 6 months ago #

    Thanks for the update on that. This one has been stupid hard to track down.

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