eMember auto expiry email wrong date

[clearscopedesign]

Hello,

We are experiencing an issue whereby our auto expiry emails are not going out at the proper time. This is the “Email After the Account Gets Expired” email, that is supposed to go out the day of expiry. These emails all seem to currently be sent about a week and a half after the account has expired. Again, this is the email that is supposed to be sent as soon as the account expires, not the “X days after expiry” email. It is not being sent upon expiry, but rather a week and a half later.

Please help as we are currently losing subscriptions due to this, and members do not realize that their account has expired and are then upset when they attempt to access their account without having received notification that it expired.

Thank you

[wzp]

Please review the previous discussion we had, regarding scheduled events:

https://support.tipsandtricks-hq.com/forums/topic/emember-account-expiry-time-timezone

Now, do you have enough members actively using the site; to guarantee that somebody, anybody accesses the site at least once a day?

[clearscopedesign]

Sorry, I’m not quite following how the other thread is related to this?

That thread is discussing the time of expiry and the “X days after expiry” email.

What I have reported here is that the “Day of expiry” (or “Day after expiry”) email (the email that should be sent when the account expires) is not being sent at the proper time. Rather it is being sent 10 days after expiry. This is resulting in members having their accounts expire without them knowing it.

I have just confirmed again that this is the case. The most recent batch of that email was sent yesterday evening, Oct. 28th, and yet all of the accounts to which it was sent expired on Oct. 19th.

Again, this is NOT the “X days after expiry” email, but rather the “Email After Account Gets Expired” email (“day of expiry” or “day after expiry” however you want to term it).

Yes, we have enough members that at least one account would be logging-in each day.

Please help us sort out this issue, it is rather critical now as our member accounts are expiring without them being notified of it until 10 days after the fact.

[clearscopedesign]

I have now confirmed this issue again by setting a test account to expire today (a couple days ago I set the expiry date for the account to be today, to ensure that it would be automatically expired by the system).

The account has now been automatically set to expired by the system, and yet the expiry email was not sent.

Can someone please help to resolve this issue? This is a critical issue for us, as the expiry emails are not being sent when an account expires.

[clearscopedesign]

Could someone please help with this? This is a critical issue for us, we are losing subscriptions because the expiry email is not being sent.

[admin]

Do you have the log file for it so I can see what the daily cronjob for the expiry email handling is doing on this site?

[clearscopedesign]

Thank you! Yes we have the debug enabled.

Please just let me know the best way to send that to you – should I just send that to the support@ email address?

I’ve just confirmed the issue again – it seems that both the “X days before expiry” and “X days after expiry” emails are being sent correctly at the properly scheduled time. But the standard expiry email is not being sent until 10 days after expiry (from what I can tell, it seems that the standard expiry email and the “X days after expiry” email are both being sent together at the same time, 10 days after expiry).

Please just let me know the best way to send you the log file.

Thank you!!!

[admin]

Yes please. You can email it to me.

[clearscopedesign]

Great thank you, I have now sent that along

[clearscopedesign]

Just posting this here in case it is of help to any other users or websites:

There seems to be a fundamental flaw with the eMember plugin, whereby the main expiry email is not sent at the correct time when the account expires.

There are 3 expiry emails: one X days before expiry, then the main expiry email (when the account expires), then one X days after expiry.

The “X days before” and “X days after” emails are sent at the proper time. However, the main expiry email (when the account expires) is not sent when the account expires, but rather is sent at the same time as the X days after expiry.

This issue has been confirmed on multiple websites on multiple servers with no other plugins or themes.

We have tried to request a fix for this with eMember support via email but they refuse to address the issue.

So if you are expecting your members to be notified at the time their account expires, know that this functionality does not work properly and that email is not actually sent until after the account has expired, and you can save yourself any trouble in asking for a fix for this as we have already tried.

Best of luck

[clearscopedesign]

Just as a follow up –

As a workaround we have now set the “X Days After” setting to 1 day, instead of the 10 days that it was set to before. This way both the main expiry email and the “X Days After” expiry email will go out 1 day after expiry, instead of 10 days as before.

While it would still of course be great to have both emails sent separately and at different times, as intended, from a critical functionality standpoint this workaround should more or less solve the problem for us, as it means that our users will no longer be waiting 10 days to be notified of their account expiry, and instead will now be notified of that fact as soon as possible after expiry.

[Author]

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