Support » Plugin: Simple Membership » Subscription auto-renewal not working

  • Hi, I have the latest version of the Simple Membership Plugin. We started using it about a year ago, and this year was the first year of auto-renewals and the first one did not work. The payment appeared in the Payments tab, but did not update the member to “active” it left him has “expired.”

    We noticed that some of the 12 month subscriptions seemed to be only lasting for 360 days, so a few weeks ago we changed them to 365 day subscriptions, although it looks like maybe we should have changed that to 1-year subscription.

    I am wondering if our changing of the access duration of a membership level somehow invalidated the payment on that membership level? Do we need to change it back to 12 months? Or to 1 year? Or is this another problem altogether?

    Thanks!
    -Phil

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support mbrsolution

    (@mbrsolution)

    Hi Phil, thank you for reporting this. Can you enable Debug mode and check the log file next time someone is being renewed? Is this something that can be done in your site now? The log file should reveal what is going on.

    Report back with the outcome of the log file.

    Thank you

    I have the same problem
    Many user are expired, I pass them in active but automatically they are in expired as soon as they connect.
    The debuglog is empty !!!

    Plugin Support mbrsolution

    (@mbrsolution)

    @djgregb, can you start a new support thread.

    Thank you

    Thread Starter philhassey

    (@philhassey)

    I received another auto-renew that failed. Here is an excerpt from the log with personal info removed.

    [04/05/2017 1:34 PM] – SUCCESS: Paypal Class Initiated by 173.0.81.1
    [04/05/2017 1:34 PM] – SUCCESS: Post string : <removed>
    [04/05/2017 1:34 PM] – SUCCESS: Checking if PayPal IPN response is valid
    [04/05/2017 1:34 PM] – SUCCESS: Connecting to: https://www.paypal.com/cgi-bin/webscr
    [04/05/2017 1:34 PM] – SUCCESS: IPN successfully verified.
    [04/05/2017 1:34 PM] – SUCCESS: Creating product Information to send.
    [04/05/2017 1:34 PM] – SUCCESS: Transaction Type: Buy Now/Subscribe
    [04/05/2017 1:34 PM] – SUCCESS: Item Number: 448
    [04/05/2017 1:34 PM] – SUCCESS: Item Name: Silver Subscription
    [04/05/2017 1:34 PM] – SUCCESS: Item Quantity: 1
    [04/05/2017 1:34 PM] – SUCCESS: Item Total: 50.00
    [04/05/2017 1:34 PM] – SUCCESS: Item Currency: USD
    [04/05/2017 1:34 PM] – SUCCESS: Membership payment paid for membership level ID: 8
    [04/05/2017 1:34 PM] – SUCCESS: Transaction type: subscr_payment. Checking if the member profile needed to be updated
    [04/05/2017 1:34 PM] – SUCCESS: Updating subscription start date if applicable for this subscription payment. Subscriber ID: I-NFUWY483XP3U Email: <removed>
    [04/05/2017 1:34 PM] – SUCCESS: Did not find an existing record in the members table for subscriber ID: I-NFUWY483XP3U
    [04/05/2017 1:34 PM] – SUCCESS: This is a new subscription payment for a new subscription agreement.
    [04/05/2017 1:34 PM] – SUCCESS: Saving transaction data to the database table.
    [04/05/2017 1:34 PM] – SUCCESS: Transaction data saved.
    [04/05/2017 1:34 PM] – SUCCESS: Paypal class finished.

    I think this happened because the user in question was created by our admin in 2015 and manually given a 1 year subscription. Then in 2016 the user first purchased an auto-renew subscription via PayPal, that successfully extended their membership for one more year. However this year 2017, when the automatic subscription notification came in, it did not succeed. So our admin had to extend their subscription manually.

    Thanks!
    -Phil

    Plugin Support mbrsolution

    (@mbrsolution)

    Hi, the log file is saying that the subscription was a success. You might be correct with your analysis above. Especially if this is happening to this one particular member.

    Thread Starter philhassey

    (@philhassey)

    Yeah. It’s happened with several (under the same conditions now, I believe.) Is this something you’ll be able to fix in a future release?

    Thanks!
    -Phil

    Plugin Support mbrsolution

    (@mbrsolution)

    I have sent a message to the plugin developers to investigate further your question.

    Thank you

    Thread Starter philhassey

    (@philhassey)

    Hi,

    It also appears to have happened to users who created their own account and did not have previously created accounts.

    The log.txt is empty, maybe it got reset when I updated the plugin. So I don’t have a log for this update. I’ll update again when I get more subscriptions in.

    I’d like to re-mention one of my original concerns:

    “We noticed that some of the 12 month subscriptions seemed to be only lasting for 360 days, so a few weeks ago we changed them to 365 day subscriptions, although it looks like maybe we should have changed that to 1-year subscription.”

    I do wonder if that’s related.

    Thanks!
    -Phil

    Plugin Author wp.insider

    (@wpinsider-1)

    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.

    If the member is logged into the site, the plugin will know which profile to apply the subscription to. Then later it can connect to that profile using the “Subscriber ID” parameter value when a recurring payment comes in. Otherwise, it will just be a subscription payment without any connection to a specific membership profile. That means for recurring payment, the plugin won’t be able to apply the payment to a particular profile.

    Thread Starter philhassey

    (@philhassey)

    I got another one this morning.

    [04/11/2017 2:31 PM] – SUCCESS: Paypal Class Initiated by 173.0.81.1
    [04/11/2017 2:31 PM] – SUCCESS: Post string :<removed>
    [04/11/2017 2:31 PM] – SUCCESS: Checking if PayPal IPN response is valid
    [04/11/2017 2:31 PM] – SUCCESS: Connecting to: https://www.paypal.com/cgi-bin/webscr
    [04/11/2017 2:31 PM] – SUCCESS: IPN successfully verified.
    [04/11/2017 2:31 PM] – SUCCESS: Creating product Information to send.
    [04/11/2017 2:31 PM] – SUCCESS: Transaction Type: Buy Now/Subscribe
    [04/11/2017 2:31 PM] – SUCCESS: Item Number: 448
    [04/11/2017 2:31 PM] – SUCCESS: Item Name: Silver Subscription
    [04/11/2017 2:31 PM] – SUCCESS: Item Quantity: 1
    [04/11/2017 2:31 PM] – SUCCESS: Item Total: 50.00
    [04/11/2017 2:31 PM] – SUCCESS: Item Currency: USD
    [04/11/2017 2:31 PM] – SUCCESS: Membership payment paid for membership level ID: 8
    [04/11/2017 2:31 PM] – SUCCESS: Transaction type: subscr_payment. Checking if the member profile needed to be updated
    [04/11/2017 2:31 PM] – SUCCESS: Updating subscription start date if applicable for this subscription payment. Subscriber ID: I-AWP0A44WYRMV Email: <removed>
    [04/11/2017 2:31 PM] – SUCCESS: Did not find an existing record in the members table for subscriber ID: I-AWP0A44WYRMV
    [04/11/2017 2:31 PM] – SUCCESS: This is a new subscription payment for a new subscription agreement.
    [04/11/2017 2:31 PM] – SUCCESS: Saving transaction data to the database table.
    [04/11/2017 2:31 PM] – SUCCESS: Transaction data saved.
    [04/11/2017 2:31 PM] – SUCCESS: Paypal class finished.

    As you can see it didn’t find the member. But when I go into the Payments tab, it shows the transaction linked to the correct member. However, the member’s Account Status and Access Stars fields were not updated. Also it did not create a new user account.

    Thanks!
    -Phil

    Plugin Author wp.insider

    (@wpinsider-1)

    The plugin couldn’t find any member record for the given subscriber ID: I-AWP0A44WYRMV

    It connects the payment using the subscriber ID. If it can’t find an existing record, then it means that this is a new purchase/payment.

    Something is likely going wrong on your site. Are you manually editing the member’s record and removing the subscriber ID value from their profile? Are your existing user’s going and making a NEW payment using the subscription button (when they shouldn’t)?

    Edit the member’s profile in question from the admin side then check the subscriber ID value. Is there a value there? Does it match with the one that is specified in the IPN notification?

    • This reply was modified 4 years, 6 months ago by wp.insider.
Viewing 11 replies - 1 through 11 (of 11 total)
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