Customer's purchase missing from profile

I have a client that uses Custom Capabilities to sell page specific access. Over the last month or so, totally randomly, some purchases are not being added to a Customer’s account immediately after checkout. This is totally random, customer could have purchased several others and they will show up! For example on any given day 12 sales will go through to customers profile but one or two will not. The sales go through PayPal and everything seems normal but do not show up in the profile!

The first thing you should do, if you haven’t already, is enable logging so you can then review the logs looking for the transactions that didn’t add the access to the profile, so we see if there are any errors mentioned for them. [hilite path]Dashboard -› s2Member® -› Log Files (Debug) -› Logging Configuration[/hilite]

Yes I did that, but I don’t know which logs to look in and what I am looking for? Can I send them to you? I can start the logs again and ask the client to send me the orders form PayPal that did not go to the customers profile. There is a lot of information in these logs and it might be best to do this in private email.

Thanks,
Will

Of course, they shouldn’t be shared here without editing out private info, and they can be quite extensive anyway. The way we review logs is having the site info sent to us so we can login there to access the logs.

If logging wasn’t enabled when the problem transactions happened, then they would not have been logged. Make sure you have log entries for the transactions you want us to take a look at.

You can submit the site info using the secure contact form. s2Member® » Private Contact Form

Please leave me a reply here after you sent it, and also tell me what transactions to look for (e.g. the person’s name, subscr. ID). Thanks!

Sent the login to dashboard. The client is question today is Kara Cronkhite

Thanks, got the email.

I reviewed your logs and found the entry for her purchase. I see she got Level 1 and the ccap “instructor” for 1 month. I went to her profile and see that she has the “instructor” ccap there, her role is s2Member Level 1 and her EOT is set for July 13, 2013.

I don’t see the access missing in her profile. Was this the customer who had trouble? Is she not being able to access the content paid for or what is the problem?