|Posted: Monday May 27th, 2013 at 11:56 pm #50734|
Okay…so I’m going to do my best to describe the issue we’re experiencing and hope that someone at S2Member can point me towards a solution.
Our site “Photographer’s Breakthrough” (photographersbreakthrough.com) charges an annual/yearly membership fee for access to their online photography critiques and other members-only content. There is only one paid membership level (s2Member Level 1) for the entire site. We launched this service in mid April, 2012 and now (1-year later) some of the initial membership signups are not renewing correctly.
We’ve narrowed it down to the following issues/questions:
1. Some members continue to be able to log in even though their 12-month subscription has expired and the Billing Re-attempts have failed the correct number of times. These members still show “Paid Subscriber ID”s in the WP Admin, are still able to log in and are still show as “Active” within the PayPal Recurring Payments list. From everything I’ve read, I’m lead to believe that if a subscription has not renewed after 2 failures (see my shortcode settings below) then that user’s access will be revoked based on the interaction between s2 & PayPal. I have 31 users that PayPal is showing as having “Outstanding Payments” (with 2 payment failures on each one) and all of these users are still active within s2. specific examples of this situation and can share them (privately) if it would help.
2. In other cases, some memberships have been manually cancelled (according to PayPal) and yet those users all appear to be able to still log in as well.
3. Lastly I’m told that of the 31 members that are currently listed as having “Outstanding Payments” (within PayPal), there are a number of them who have indicated that they would like to renew but didn’t know that their membership term was up or that their renewal requests were silently failing in the background. These users report that they never received any email notifications that their membership renewal was failing at PayPal.
Any help would be greatly appreciated from someone who has seen anything similar to this before.
Also…from within PayPal, it seems as though we could be manually “Suspending” some of these non-paying users and maybe that would trigger the EOT within s2….I guess I just thought that this would all be taken care of automatically.
Thanks in advance.
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