Users not being promoted – CCBill

I’m sorry this post is going to be a bit vague, but this is the info I have:

Since the last update, we’ve had two users report paying for a membership and yet their user level was not raised to the paid level. I had to manually promote them.

The reason I’m reporting this is that prior to the update, we only had one such report in a year of using S2Member, so I’m inclined to believe there is an issue.

Any input would be appreciated…I’d hate to have to start manually verifying each new member.

Hi Lee.

Do you have the log entries for those users? [hilite path]Dashboard -› s2Member® -› ccBill® Options -› Account Details -› Logging[/hilite]

Also, could it be that they weren’t logged in when they paid? They have to be logged in for the existing account to be upgraded instead of the payment going towards a new account.

We just had another one of these happen.

I’ve looked through all the logs and I cannot find anything about the unpromoted users at all, not by the CCBill subscription ID, not by the email, and not by the name.

As I mentioned in my initial post, we don’t allow an unregistered or not-logged-in user to get to the subscription buttons. Based on PHP coding, we only show the button if the user is logged in. Otherwise, they see a message telling them they need to log in before joining.

In that case I would suspect that your user(s) thought they paid, when in fact they did not. If the logs don’t show any activity, then it’s very unlikely the user paid for an upgrade using an s2Member-generated button on your site.

They paid. I have their subscription IDs and have checked and rechecked via CCBill’s dashboard.

Lee, could you email us the site details, including the page where the button is? Thanks! s2Member® » Private Contact Form