Running S2Member pro. I continually have problems with members signing up and then not being able to log in. They attempt to reset their passwords but give up and email me. At this point they usually send proof of their payment for the subscription. I attempt to find them in the user database and much to my dismay they are not listed at all!
What would cause this and how can I prevent it?
We need a lot more details to be able to help. To start with, who’s the payment processor, are you using forms or buttons, and can you share the shortcode you’re using? Also, do you or your payment processor have any logs that might indicate what has happened?
Thanks Tim! It was processed through Stripe and the shortcode is [s2Member-Pro-Stripe-Form level=“1” ccaps="" desc=“Adult Membership” cc=“USD” custom=“www.northamericanwesterndressage.org” ta=“25” tp=“1” tt=“Y” ra=“25” rp=“1” rt=“Y” rr=“1” coupon="" accept_coupons=“0” default_country_code=“US” captcha=“0” /]
This created 9 separate events that happened in Stripe but I think the most important one is the final one, the membership,
Here is a log from Stripe about the membership
{
“object”: {
“id”: “sub_AXHOWaNQTZDn8D”,
“object”: “subscription”,
“application_fee_percent”: null,
“cancel_at_period_end”: false,
“canceled_at”: null,
“created”: 1493062014,
“current_period_end”: 1524598014,
“current_period_start”: 1493062014,
“customer”: “cus_AXHOJglpm5MRUD”,
“discount”: null,
“ended_at”: null,
“items”: {
“object”: “list”,
“data”: [
{
“id”: “si_1ACCpmJU7fObX9eKu82eVjCe”,
“object”: “subscription_item”,
“created”: 1493062015,
“plan”: {
“id”: “s2_54903234493ede9ecfb8b304f90b9efd”,
“object”: “plan”,
“amount”: 2500,
“created”: 1421459877,
“currency”: “usd”,
“interval”: “day”,
“interval_count”: 365,
“livemode”: true,
“metadata”: {
“recurring”: “true”,
“recurring_times”: “-1”
},
“name”: “Adult Membership”,
“statement_descriptor”: null,
“trial_period_days”: 365
},
“quantity”: 1
}
],
“has_more”: false,
“total_count”: 1,
“url”: “/v1/subscription_items?subscription=sub_AXHOWaNQTZDn8D”
},
“livemode”: true,
“metadata”: {
“tax_info”: “{“trial_tax”:“0.00”,“trial_tax_per”:“0%”,“tax”:“0.00”,“tax_per”:“0%”}”
},
“plan”: {
“id”: “s2_54903234493ede9ecfb8b304f90b9efd”,
“object”: “plan”,
“amount”: 2500,
“created”: 1421459877,
“currency”: “usd”,
“interval”: “day”,
“interval_count”: 365,
“livemode”: true,
“metadata”: {
“recurring”: “true”,
“recurring_times”: “-1”
},
“name”: “Adult Membership”,
“statement_descriptor”: null,
“trial_period_days”: 365
},
“quantity”: 1,
“start”: 1493062014,
“status”: “trialing”,
“tax_percent”: null,
“trial_end”: 1524598014,
“trial_start”: 1493062014
}
}
It looks like you are trying to create a subscription that renews each year. So is there a reason to have a trial period? Having no trial at all would make this simpler and, I suspect, it would eradicate the problem.