Customers not upgraded to paid level

We have a simple site. There are only two levels:

Level #0 “Registered Users”
Level #1 Members: “Paid Subscribers”

Level #0 is anyone who has registered for free on the site.
Level #1 is anyone who has paid the subscription.

The pay flow works perfectly. Paypal shows them as paid and they are
brought back to the site correctly. However, when they are returned to
the site, they still show as “Registered Users” although they have
a Paid Subscriber ID listed in their S2 Member account. They should be
“Paid Subscribers” so they can access the content.

Of course, IPN and PDT are correctly configured.

We’re using the very newest version of S2Member Pro with WP 3.5.1.

Here is the subscribe button:

[s2Member-PayPal-Button level="1" ccaps="" desc="Paid Subscriber / $10 per month for full access" ps="paypal" lc="" accept="paypal,visa,mastercard,amex,discover,maestro,solo" cc="USD" dg="0" ns="1" custom="oursite.com" ta="0" tp="" tt="M" ra="10" rp="1" rt="M" rr="1" rrt="" rra="1" image="default" output="button" /]

I can provide logs or other documentation on request.

Why aren’t the users betting upgraded after payment?

Thanks for reporting this important issue.

Yes, please submit your log files privately.
See: s2Member® » Private Contact Form

I’ve emailed you the last log entries and the URL to the site. I can give you
admin access if we really need to go that route.

We submitted the files yesterday. Any updates on the issue?

T

I am having the exact same problem on my site. Please help?

Thanks for the follow-up.

We submitted the files yesterday. Any updates on the issue?

We did not receive any log files yet. Could you please resend these log files?

s2Member® » Private Contact Form

Thank-you.

Thanks for the heads up on this thread :-)

Bruce brought to my attention that some emails were not received. I’ve just completed tests against the Private Contact Form and everything seems to be functional. If you can please post another note in this thread after submitting your log files again, we’ll be alerted to this and can let you know right away.

You can also email them directly to: support@websharks-inc.com

* Test #1  — w/o log files: success
* Test #2 — w/ log files: success
* Test #3 — w/log files from a Customer account: success
* Test #4 — w/o log files from a Customer account: success

Email server status: http://status.aws.amazon.com/

Status of Amazon SES email server is good. No emails caught in spam queue either. Strange.

@Tuhin Chowdhury

The pay flow works perfectly. Paypal shows them as paid and they are
brought back to the site correctly. However, when they are returned to
the site, they still show as “Registered Users” although they have
a Paid Subscriber ID listed in their S2 Member account. They should be
“Paid Subscribers” so they can access the content.

Are you running the W3 Total Cache plugin with object caching enabled?
See: http://www.s2member.com/forums/topic/member-status-not-updated-after-payment/#post-40936

Hello, I am not using W3 Total Cache, but using “Quick Cache.” Is it a similar issue with that plug-in as well??

No we are not aware of any issues with Quick Cache,
as it only implements Page caching, and not object caching.

Ok, so if I am still having issues, what do you suggest? Really need some help getting to the bottom of my issue, which is not upgrading members to level 1 after paid? thanks

Yes, we’re running W3 Total Cache with object caching enabled. I’ve upgraded to
the new version of S2member and the new member of W3 Total cache, flushed all
caches, and turned off object caching. I hope that solves the problem.

Jason

Thanks for the follow-up :-)

Please let us know if problems persist.

@ Vince DiPasquale

Please submit a Dashboard login privately and we’ll run diagnostics for you.
See: s2Member® » Private Contact Form

Details received. Thank you!

@ Vince DiPasquale

Please enable logging on your installation of s2Member® so we will have something to inspect for you.
Please see: Dashboard -› s2Member® -› Log Files (Debug) -› Logging Configuration

Please update this reply after running test transactions or receiving live sales; so we can investigate your installation and determine the underlying issue for you. The installation that I inspected inside the /wp/ folder has no s2Member log files present at this time.

Jason,
I logged into my dashboard and do not see the path you listed (Dashboard -› s2Member® -› Log Files (Debug) -› Logging Configuration)

Also, what you are asking me to do is not clear? Enable logging, then wait to get a live sale, then let you know? I’m sorry, but this has been weeks where users who purchase do not automatically get upgraded and this support forum method seems vastly inefficient. Could we approach this via email as it would make a lot more sense to have a conversation about our specific issues. We are paid users of your product. thanks.

Hello Vince,

What Jason is asking you is to enable logging (under Dashboard -› s2Member® -› Log Files (Debug) -› Logging Configuration), and then wait for a live transaction or make a test transaction yourselves. Then post the logs of that transaction here, x’ing out any private data.

– Eduan