Help with Irregular Failing Payments

Hi guys, for the most part, S2Member works very well for us, and handles the bulk of payments without any issues whatsoever. However, occasionally, I’d guess about a 3 or 4 times a month, we receive emails from subscribers to say that they can’t access certain parts of our site (the protected parts) when they have paid to do so…

When we look at our PayPal account, we can see that they have tried to make payment, but for whatever the reason the payment is immediately cancelled. The trouble is, rather than saying there was a error filling out the payment form at the time, they receive the confirmation email from S2Member – “Thank you! You’ve been updated to:”

Here’s our setup:

S2Member Pro 120703
Using PayPal as our payment processor with S2Member Pro Forms
Using auto renew subscription based payments

This of course is causing a lot of confusion. Any ideas?

Thanks
Rob

Hi Rob.

There may be a problem with their funding for the PayPal account, or maybe in approving the card payment. If s2Member is sending that, then it’d be because PayPal told s2Member that the person paid, so the signup confirmation email gets sent immediately. If the payment then fails, and PayPal tells s2Member, s2Member would revoke the access, but that seems to happen after the email got sent.

I’d like to see your log entries for these users, if possible, since it may help understand what’s happening. [hilite path]Dashboard -› s2Member® -› PayPal® Options -› Account Details -› Logging[/hilite]