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# of active members dont match PP payments

Home Forums Community Forum # of active members dont match PP payments

This topic contains 3 replies, has 3 voices. Last updated by  Cristián Lávaque 4 years, 9 months ago.

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Posted: Wednesday Mar 14th, 2012 at 8:39 am #8106
JayKitPga
Username: jaykitpga

I have consistently about 600 memebers in S2 Level 1 with paypal subscriber IDs, for the past few months in paypal I have only gotten around 400 payments.

What could be the problem?

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Posted: Wednesday Mar 14th, 2012 at 2:15 pm #8130
Raam Dev
Username: Raam
Staff Member

Hello,

It could be that around 200 of those 600 members have canceled their subscription and their account simply has not EOTed yet (the Paid Subscr. ID remains on their account until their account has EOTed).

When s2Member processes a cancellation, it won’t necessarily remove access and EOT their account immediately. Please see the note below from Dashboard -› s2Member® -› PayPal® Options -› Automatic EOT Behavior:

*Some Hairy Details* There might be times whenever you notice that a Member’s Subscription has been cancelled through PayPal®… but, s2Member continues allowing the User access to your site as a paid Member. Please don’t be confused by this… in 99.9% of these cases, the reason for this is legitimate. s2Member will only remove the User’s Membership privileges when an EOT ( End Of Term ) is processed, a refund occurs, a chargeback occurs, or when a cancellation occurs – which would later result in a delayed Auto-EOT by s2Member.

s2Member will not process an EOT until the User has completely used up the time they paid for. In other words, if a User signs up for a monthly Subscription on Jan 1st, and then cancels their Subscription on Jan 15th; technically, they should still be allowed to access the site for another 15 days, and then on Feb 1st, the time they paid for has completely elapsed. At that time, s2Member will remove their Membership privileges; by either demoting them to a Free Subscriber, or deleting their account from the system ( based on your configuration ). s2Member also calculates one extra day ( 24 hours ) into its equation, just to make sure access is not removed sooner than a Customer might expect.

If you’re suspicious about an account that canceled, you should enable logging (Dashboard -› s2Member® -› PayPal® Options -› Account Details -› Logging) and then search for any messages related to the Subscription ID in question. (Keep in mind that if logging wasn’t previously enabled, you’ll need to wait until another member cancels; logs for previous events won’t exist if logging wasn’t enabled.)

Posted: Friday Mar 16th, 2012 at 12:39 pm #8369
JayKitPga
Username: jaykitpga

What is strange is that I have logged every month and The last 4 months have showed consistently 590+ members, but paypal has been at maximum 490 transactions for these 4 months, this past month only about 415. Of course there are people who are subscribing then cancelling, but shouldn’t the number of transactions be closer?

Posted: Friday Mar 16th, 2012 at 5:24 pm #8425

When you compare those lists between s2Member Level 1 users with a subscription ID, and the subscribers in your PayPal account, the ones that match would be fine, but do those that don’t match have something in common or something you can tell is wrong (other than the subscription mismatch between s2 and PP)?

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