eMember – account state unsubscribed

[clearscopedesign]

Hello,

We have 2 user accounts that have been set to ‘Unsubscribed’ by eMember. The subscription period for this is 1 year, so it is set to ‘365 Days’ in the membership level settings.

Both of these accounts have the ‘Subscriber ID/Reference’ field populated, so presumably these are set up as recurring subscriptions.

The problem is that the 1st example was already renewed a couple months ago, and so it should have been set to ‘Active’ as its expiry date is not until next year.

While with the 2nd example the expiry date already passed without being renewed, and so that account should have been set to ‘Expired’.

So we cannot figure out why these 2 accounts have been set to ‘Unsubscribed’.

Can you please help here?

[admin]

An account is only ever set to “unsubscribed” status if the plugin received a subscription cancellation or refund IPN notification.

Subscription cancellation or refund notification IPN is usually generated for the following actions:

1) The customer cancelled the subscription agreement from their paypal account.

2) The merchant (you) cancelled the subscription agreement from the paypal account.

3) The customer opened a paypal dispute (or chargeback) against the transaction.

4) The transaction was refunded.

The log file will have record of what IPN it received from paypal and why it set the account status to “unsubscribed”. Did you have the debug log enabled when this happened?

[clearscopedesign]

Thank you – yes we do have the debug log enabled.

What should we search for within the debug log file to find the relevant record? I have tried searching for the Subscriber ID/Reference from both of these eMember accounts but that didn’t turn up anything.

[admin]

I will check it for you. I will reply to your email.

[clearscopedesign]

We were finally able to figure what happened here – it’s unlikely that others would have this issue, but just in case we’ll share it here:

A member had a recurring payment subscription (yearly subscriptions), but had forgotten about it and ended up making duplicate payments (the auto-renewal payment and a one-time payment). After realizing that they had paid twice, the member then cancelled the recurring subscription.

So this is why the account was set to “Unsubscribed” even though payment had already been made.

Thank you for your help!

[Author]

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