Support » Plugin: Paid Memberships Pro » New users being told their username is already in use and then charged twice

  • I just launched a brand new site using paid memberships pro with Stripe payment gateway. I have two other PMPro sites that work really well but both are using authorize.net

    Because I have never seen this error, I have a feeling this may be a Stripe issue, but I honestly have no idea. Also, it does not affect every new user, but it has been an issue with at least 10 new users.

    I only offer one membership level that is paid. When a new user fills out the registration page and submits the payment they get an error notifying them that their username is already in use. If they try to create a new username, they are told that their email address is already in use. So, then they use a new email address and new username to sign up. Once they successfully log in, some time later they notice that they were billed twice. So, when they get the error that their username is alrady in use, the system is actually billing them and creating their account which ultimately results in the user creating 2 accounts.

    It also may be worth noting that within the webhooks section of my Stripe dashboard I can see events like these, which I don’t think should be happening with any paid membership levels

    *****@gmail.com’s invoice for $0.00 was paid
    *****@gmail.com’s has a new invoice for $0.00

    What the heck is going on here? Has anybody else seen this issue? Any help would be greatly apprecaited, as we just launched yesterday and have been forced to refund multiple members with not even a guess at what might be going on. And of course my PMPro Plus account JUST expired 🙁

    • This topic was modified 2 years, 3 months ago by  jaykdoe.
    • This topic was modified 2 years, 3 months ago by  jaykdoe.
    • This topic was modified 2 years, 3 months ago by  jaykdoe.
Viewing 15 replies - 1 through 15 (of 16 total)
  • Plugin Author Andrew Lima

    (@andrewza)

    Hi @jaykdoe,

    Thank you for getting in touch and using Paid Memberships Pro.

    Is there any difference between the site using Stripe and the site that is using Authorize.net?

    Could you please try the following for me and let me know if this solves your issue –

    * Change your gateway to a different one and try again in sandbox mode
    * Disable all plugins except PMPro
    * Change your theme to the default TwentySeventeen theme

    Please let me know if this helps.

    Plugin Author Jason Coleman

    (@strangerstudios)

    Hi there. I’ve been able to recreate this error. It seems to happen with Stripe for plans with $0 initial payment and recurring billing. It might involve the Pay by Check or Add PayPal Express addons/updates as well.

    I’ll post more information when I’ve figured out exactly what is going on and how to fix it.

    Thanks for the heads up on this, and sorry for the trouble it’s caused on your site.

    Plugin Author Jason Coleman

    (@strangerstudios)

    I may need more information from you. I’m actually only able to reproduce this (or maybe it’s a related bug) when I have the autorenewal checkbox addon activated along with a $0 initial payment. This confuses things since the autorenewal addon overrides the renewal amount with the initial payment and if that is $0, it sets up a situation that’s odd and shouldn’t really come up in practice.

    This may not be what is happening on your site, but it may be a similar edge case of addons and level pricing. Can you share as much information about your site as possible. Which addons are you using? What are your levels, what is the pricing? Let me know how to setup our dev exactly like yours so we can try to recreate the issue.

    Plugin Author Jason Coleman

    (@strangerstudios)

    Another note. I’ve seen similar issues to this crop up on sites that are using other non-PMPro plugins related to logins or registrations. This is okay. You should be able to use plugins like that in most cases, but sometimes they are hooking into user registration and cause integration issues with PMPro.

    Thank you both for your detailed responses. For starters, our subscription plan does not have an initial payment of $0, its actually $49.99 with an annual recurring subscription amount of $49.99. So the fact that we’re seeing $0 invoices is a little odd. We only have one membership level which is $49.99 per year. Recurring subscription is checked, there is no billing cycle limit, and no custom trial period. In the Stripe settings I have tried checking off “Extra HTTPS URL Filter” and had no luck with this checked on or off. In both instances the issue still arises. It is worth noting, that this does not happen to all new subscribers, it probably affects about 10% of all new subscribers. This is also very difficult for me to recreate the error on my end because it only happens to users who are signing up and paying with a credit card, so troubleshooting on my end has not been easy. I did speak with Stripe support and this is what they said:

    “Alright, so I see several instances in which a customer was successfully created using the valid token, then the customer creation request was submitted to Stripe again afterwards with the same token, triggering this ‘can’t use the same token more than once’ error. I’d recommend you ask your web developers to look into this to see why your website is submitting customer creation requests to Stripe multiple times, even after the customer has successfully been created”

    The plugins and addons I currently have active are:
    AffiliateWP
    AffiliateWP – PayPal Payouts
    AffiliateWP – Recurring Referrals
    Awesome Support
    Contact Form 7
    Paid Memberships Pro
    Paid Memberships Pro – MailChimp Add On
    Remove Dashboard Access
    Slider Revolution
    Swift Framework
    Theme My Login
    TinyMCE Advanced

    Any updates on this? We’re now considering moving our payment processor over to authorize.net since Stripe doesn’t seem to function properly but we really really don’t wan to lose all the subscriptions we were able to get upon launching the website. Fixing this is a #1 priority for us.

    I have to say I am pretty disappointed in the poor level of communication from PMPro right now. This has been a huge disaster on our site and has created an unbelievable amount of additional work for us. I have been very patient and gone as far as using the contact form on the website on 5 days ago simply to ask if my issue will be resolved quicker if I sign up for for a Plus account and I have yet to get any sort of response. It was very reassuring to get an initial response in this forum, but there has been absolutely zero follow up for 2 weeks now. I understand you guys are busy and I shouldn’t expect an exceptional level of support in this forum, but if I can’t even get a response as to if my issue will be resolved with a Plus account…I’m pretty much just dead in the water at this point. Normally I would sign up for the Plus account with expectations that it is something that would be resolved, but I did that last year to have an issue resolved and was simply told I needed to wait for an official addon to resolve the issue, so that $197 was a bit of a waste. I’d prefer not to go down that path again unless I can get confirmation that I will actually get some useful support. And if you guys can’t even answer general inquiries submitted on your website, it’s fairly reasonable to expect that same level of support upon paying $197 for a plus account. I guess next time I will be recommending a different membership plugin for my clients if this is the norm here at PMPro.

    • This reply was modified 2 years, 2 months ago by  jaykdoe.

    It’s also very very discouraging to see other questions being answered by a member of the PMPro team within the last couple days which means they have selectively skipped over this thread and chosen not to provide a response to my questions. A simple 2 sentence response regarding if there is a fix in the works and if it will be resolved faster with a Plus account is not a lot to ask.

    Plugin Author Andrew Lima

    (@andrewza)

    Hi @jaykdoe,

    I sincerely apologize for missing your response. I was going through older threads and saw this was updated recently.

    I will try and address your issues to the best of my abilities as it’s quite detailed.

    1. Would you mind checking if there are any errors in your JavaScript console on checkout, this may cause issues with payment gateways. It’s a bit difficult to debug as it’s only happening to a handful of users, do you know what these users have in common?

    2. You are able to use Authorize.net and manually move over your card details which will need to be done on a gateway level – https://support.stripe.com/questions/what-if-i-decide-to-leave-stripe-can-i-export-card-data .

    What you could possibly do is set users that are assigned with the Stripe gateway and adjust their membership to a hidden one which will force them to renew their membership when their membership expires forcing them to checkout again (renew) with the Authorize.net gateway which will create the subscriptions. This is probably the easiest way since it’s only a once off fee each year.

    I’m sorry to hear about the delayed in email response you have experienced amongst the other issues. I have notified Jason and Kim to take a look into the reason why your email was never responded to and to add in any additional feedback that I may have missed.

    We are looking into the Stripe issue you are experiencing however, would you mind telling me what version of PMPro you are using?

    This may be best solved with someone from our support team logging into your site and debugging further or to get as much information as possible as to figure out why is this happening to only 10% of the users signing up which we can only offer on our paid support plan.

    Please accept my apologies about the delay once again.

    Andrew, thank you very much for your response. It means a lot to know I’m not selectively being ignored.

    1. I am not seeing any errors right off the bat, but it is also hard to test as the site is live and I don’t want to charge my card $49.99 to test the checkout process. I do see the following warnings in the console, but I am inclined to believe these are unrelated, but again this is not my area of expertise so I don’t know.

    JQMIGRATE: jQuery.fn.load() is deprecated
    JQMIGRATE: jQuery.browser is deprecated

    2. Thank you for verifying that this is an option. It is our preference to stay with Stripe if possible, but obviously if we can’t resolve this issue we will definitely need to migrate back over to Authorize.net. Although, I should say I would be a bit upset if we went through the migration process only to find that a short time later the issue was resolved in a PMPro core update.

    I still have not heard back from Jason or Kim, but the primary point of contacting them was to get some insight as to whether or not this issue could be resolved in a timely manner if I was to sign up for a paid support plan. A simple response would have been great. But my hesitation is in paying $197 and not having my issue resolved. This was my experience last time. I essentially paid $197 in order to receive support, but the support I received basically just told me to wait for an update. I really don’t mind paying to have this fixed, but I absolutely do mind paying to be told to wait for an update.

    We are currently using the newest version of PMPro and still are at a loss as to how to handle the issue. If I sign up for a paid support plan and my issue is not resolved, or is simply resolved in an update after I pay for the plan am I entitled to a refund?

    Thanks again for you response, I really appreciate it.

    Plugin Author Andrew Lima

    (@andrewza)

    Thank you for getting back to me. I am going to ping Jason and Kim to attend to your query and they should probably get in touch with you via this thread.

    I apologize for the issues you have experienced and PMPro does offer a ‘no questions asked’ refund policy should you not be satisfied with your service.

    The best way to fully test this would be to clone your site to a dummy URL or a local environment and then do some further tests where you are able to create new memberships with much lower amounts so your card may be billed.

    You are able to refund your card after checking out of the live environment but the sandbox mode of that gateway should mimic the live checkout process.

    If you have a staging site where you can test and develop on before moving to a live site will be good in scenarios like this, where you can disable all plugins except PMPro and test to see if the checkout is working as intended and start figuring out where the issue is occurring.

    I hope this somewhat helps and Jason should be in touch soon! I have notified him of this thread.

    Andrew,

    That’s a great idea, and we do have the capability to do that. I’ll work on that over the weekend. Thank you so much for your timely response, I really do appreciate it.

    Scratch that, apparently I can’t create a staging copy due to lack of disk space on our hosting account :/

    Plugin Author Andrew Lima

    (@andrewza)

    You’re welcome. 🙂

    I’ll be awaiting to hear from you on Monday.

    For what it’s worth, the PMPro Plus membership allows support engineers to login to your site and debug issues like these.

    Some instances the requests are out of the support scope and will require us to develop an add-on for our members.

    Plugin Author Andrew Lima

    (@andrewza)

    Hi @jaykdoe,

    Would it be possible for you to test this offline on a local environment for us?

Viewing 15 replies - 1 through 15 (of 16 total)
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