Recurring subscribers not renewing in system

Hey there...

Last year, I lowered the price of our monthly recurring membership, however, those who were on the original plan are not getting renewed in the system, but are getting charged. I would end up going in and manually changing their expiration date and marking them "active." There was only a handful of people, so it hasn't been a big deal. For everyone who signed up for the recurring payment plan after I made the price change, it worked fine...up until recently. Now, it's sporadic. Some people get automatically renewed in the system, and others don't. I always know which ones because if I get 2 emails: an admin notification and a PayPal notification, I know it worked. If I just get the PayPal notification, I know that they did not get renewed in the system. One person disappeared from the system all together. I had to cancel the recurring payment with PayPal and have her sign up all over again. This is becoming frustrating and time consuming. Any ideas?

Thanks,
April

Hello April

1. Make sure you download and installed latest version 2.7.1 of Membership Pro

2. Go to Membership Pro -> Payment Plugins, click on os_paypal payment plugin to edit, set Log IPN Messages parameter to Yes

Then next time, when the issue happens, send me super admin account of your site so that I can check the log to see why it happens.

Basically, when a recurring payment happens, PayPal needs to send an IPN messages to inform Membership Pro about it. If for some reasons, Membership Pro doesn't receive this message (the IPN Message could not reach your site), Membership Pro won't be aware of this payment and it won't work

Regards,

Tuan

Thanks, Tuan. I do have the latest version--installed it last week...and it looks like the payment plug in was set to No...hopefully that corrected everything!
April

No, set it to Yes doesn't correct everything. However, with that set to Yes, if the issue happens, we have data in the log file to see why the issue happens and correct it

So monitor it and in case the issue happens again, submit a support ticket sending me super admin account of the site so that we can check it

Tuan

Yes, it's still a problem. Can you tell me how to send a support ticket?

Thanks,
April

Hello

Please go here www.joomdonation.com/support-tickets.html to submit a support ticket

Regards,

Tuan