Renewal not working

#1

Greetings,
We are having an issue with renewals. Some customers get the renewal emails and some don’t. I assume because of SPAM blockers, etc. Regardless, those who are getting the emails or go to the account section to manually renew are not showing as renewed. Basically, payment is collected in PayPal but it is not updating the status in the S2 Member database. The customer usually calls to complain and we have to manually reactivate them. Can you ashed any light on how to resolve issue?

Thanks in advance.

#2

We’re having this exact same issue and it only appears to impact old users who come back to renew their account.

#3

This is a message that I got this morning for a client:

Hi -
I just renewed/bought your service again for two years (via an e-mail link sent from your company), but my account still shows as expired and your website won’t let me register since my username and my e-mail (even when I tried a new username) are already used. Please help

#4

What forms/buttons are you using for “renewals”? You need to use a Modification form or button. Even though it says “Upgrade” or “Downgrade” in the shortcode generator, you can use the same level as they currently hold. You cannot simply sell them a new Membership because WordPress won’t allow them to register again.

If you are selling non-recurring memberships via a registration form , s2Member and PayPal don’t know to talk to each other about any further transactions by the customer. As far as each is concerned this is a one-off transaction.

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#5

We’re using modification forms. I even setup s2 with conditionals to show only the modification forms to our prior users trying to reregister (since it won’t let users with previous accounts create new ones using the same emails). We also tried switching payment processors from Paypal to Stripe to narrow down where the issue was coming from, whether it was the processor or s2member. It appears to be an issue with s2 member.

#6

I am using the same buttons that they use for original sign-up so then that makes sense that I would need to use the Modification buttons for the renewals. However, which ones…Upgrade or Downgrade?

#7

It doesn’t matter. The only things that matter are that the shortcode contains modify="1" and that level="x" is set to the level you want them to be after processing the form. It can be the same level they are currently if that’s what you need.

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#8

Yeah, we have the modify forms set perfectly and it still doesn’t flip them to active after they re-subscribe.

#9

If you are sure the forms are set up correctly, you will need to do some troubleshooting. You can either turn on logging on your production site, which isn’t recommended or clone to a test site and turn on logging. Then you’ll need to create some tests where you renew an account and follow the transactions through the logs.

#10

Ok, we dropped the modification buttons into place. I did not make any changes to the options just got the code based on the level. I will test this week and see if it corrected the issues. Thanks!

#11

Ok. I have a log of this happening on the live site. What specifically do I need to look at? Can I copy it here?

#12

So after reviewing the logs, I noticed something interesting. We have switched our payment processor from Paypal to Stripe. For this particular customer, the site still attempted to get a Paypal IPN, even though the customer paid with Stripe. This would explain why the renewal didn’t activate their account, even though it allowed them to pay. So now the question is, does s2 not support subscriptions across different payment processors? Can merchants not switch without breaking the renewal functionality?

#13

You can switch, but you can’t switch active subscriptions. If you had a subscription with PayPal for a customer, you can’t renew via Stripe (or payment processor other than PayPal) because the customer doesn’t have a subscription with the new processor. Once the customer has been demoted to Level 0, you should be able to use a Modification form/button to upgrade to Level 1 (or whatever you are using). So, canceling the PayPal subscription, either at EOT or explicitly, must be a part of the change of payment processors.

s2Member may have attempted to get a PayPal IPN because the subscription with PayPal was never canceled, as far as s2Member knew.

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