November 4, 2011 at 1:54 pm #4682
This isn’t site-wide, but I have too many users who can’t login and I can’t figure out why. They get “Account inactive” and when I look in their emember acct, sure enough, they are inactive. This is in spite of being in good standing via Paypal.
I have noticed they also don’t have an emember ID no. in their estore customer account, could that be the issue? But if so, that would have prevented them from ever logging in, right? This is a new issue – they registered, logged in some time ago, and are now revisiting the site and can’t get in.
If I just change them to “Active”, will that take precedence over their Paypal valid state? IOW, if they cancel, will they still be “Active”? What if they cancel first, then I change them to Active (in case someone tries to get sneaky). Will they be able to log in?
Most importantly, how do I figure out why this is happening and fix it?November 4, 2011 at 10:24 pm #38131
Are you using a fixed subscription duration via the membership level or are you using a subscription/recurring payment model using the “No Expiry or Until Cancelled” option in the membership level?
This post might help you understand my question better:November 5, 2011 at 3:08 pm #38132
I’m using “No Expiry or Until Cancelled.”November 5, 2011 at 11:28 pm #38133
Okay in that case an account status can only be set to active if the plugin didn’t receive a recurring payment in time (meaning PayPal couldn’t charge the customers account) or the customer cancelled the subscription. You obviously don’t want to change their account status in either cases. Have you checked up your PayPal account to see if you received money from them for the last recurring period?November 6, 2011 at 4:13 pm #38134
Yes. That’s why I included “This is in spite of being in good standing via Paypal.” in my first post…November 6, 2011 at 10:17 pm #38135
Okay then this must be getting triggered from some other activity. Are you using the “Login Restriction by IP Address” feature of eMember? What value do you have in that field?
Do you have “Enable Secondary Membership” checkbox checked?November 7, 2011 at 1:31 pm #38136
“Login Restriction by IP Address” is blank.
“Enable Secondary Membership” is enabled.
Upgrading to latest plugins shortly, we’ll see if that makes a difference.November 7, 2011 at 10:14 pm #38137
Does this member (whose account is inactive) belong to multiple membership levels? If he does then what are the level expiry conditions for all the levels involved?November 10, 2011 at 3:23 pm #38138
No, just one membership level. Would the log files help? I have had debug enabled for a month or so.November 10, 2011 at 10:17 pm #38139
yeah sure.. please send me the “subscription_handle_debug.log” file in the email. Also mention the time frame when this users account got set to inactive so I can check around that time.
- You must be logged in to reply to this topic.