How to have failed user payments go to expired not inactive

[dbc1717]

Hi.

In EMember I have “Allow Expired Account login” to send members with an expired 1-year membership to the renew page and this works fine.

But, I have a number of members with monthly subscriptions. When their payment fails, their account goes to “Inactive” and there appears to nothing they can do to fix it except email me… And some don’t they just get mad.

What If: Since all of my monthly membership levels are set up as “No Expiry or Until Cancelled” Can I change the membership settings to expire after 32 days WITHOUT breaking my existing subscriptions? If I understand this, their monthly payment will reset their clock back to 32 days…

BUT if a payment fails, will this go to “Expired” after 32 days or back to inactive? If it goes to “expired” then they get sent to the renew page when they log in . But if it goes to Inactive their login is broken still.

How can I fix this?

Troubleshooting info:

Emember 10.2.2 Estore 8.0.9 WordPress 4.9.10 PHP 7.0.33 on Dedicated Webserver

Thanks

[wzp]

Pray tell… why do their subscription payments fail?

[admin]

If you have the “Allow Expired Account login” option enabled, then the inactive users will still be able to log in and renew. So I would like to check and confirm that this is working correctly on your site. Can you create a test account with an status of “inactive” and then try the login to see what the behavior is?

[dbc1717]

For WZP,

The subscriptions fail because customer’s credit cards get replaced. Paypal will fail the subscription even if the card number has not changed because the expiration date has changed. I am experimenting with using stripe for subscriptions as they claim their software will avoid this. BUT I have hundreds of Paypal subscriptions active and am working to take care of these existing customers that make up the bulk of our revenues.

[dbc1717]

Hi Admin,

I already did this, but I did it again this morning to double check.

Test 1 – Test Account set to “inactive” (which is what Emember sets subscribers to when their payment fails) The user cannot login, the Emember login widget shows “The account is Inactive” This “Stuck User” is the behavior I am trying to fix….

Test 2 – The same account is now set to “expired”. When I log in with it as “expired” it re-directs to the “Renew” page i have set up.

So, either we figure out why “Inactive” won’t be allowed to login, or we figure out a way to have EMamber set subscribers with failed payments to “Expired” instead of “Inactive”.

I notice that neither of you commented on my proposed workaround above… If we can’t get the “inactive” user to redirect, would this work?

(Quoting from above) “What If: Since all of my monthly membership levels are set up as “No Expiry or Until Cancelled” Can I change the membership settings to expire after 32 days WITHOUT breaking my large number of existing subscriptions? If I understand this, their monthly payment will reset their clock back to 32 days…

BUT if a payment fails, will this go to “Expired” after 32 days or back to inactive? If it goes to “expired” then they get sent to the renew page when they log in . But if it goes to Inactive their login is broken still.”

Please let me know if this would work for the subscriptions, even if there is a way to have ‘Inactive” be able to Log In.

Thanks

[wzp]

When you originally created your PayPal subscription buttons; using eMember, did you check the “Re-attempt on Failure” option? Note: Changing the setting “now” will not affect existing subscriptions.

https://support.tipsandtricks-hq.com/forums/topic/number-of-attempts-in-recurring-billing

If you did not; the failed payments will be handled as a user initiated cancellation, which explains why the status goes to “Inactive.”

[dbc1717]

Okay, I have hundreds of subscriptions that I need to find a fix for. They were all created with the re-attempt option. If they fail for any reason, Emember sets them to inactive at the first failure. Even if it pays three days later, the customer does not go active again and cannot log in to enter a new credit card, etc I frequently lose the subscriber. Is there no way to have them go to expired?

Going forward, i need clarity how to get rid of this problem.

Question 1 – Can I set my existing membership levels to expire after 32 days without breaking anything on the existing subscribers? My intent is to move to a new subscriber set up that does not re-attempt payment but rather has them move to “expired” . If I turn off re-trys new subscribers would just go “expired”, while the old will continue to re-try failed attempts while going inactive?

or – Will I be forced to create a new membership level all together?

Question 2 – If I move subscriptions to stripe, they claim to auto-populate updated credit cards…. But I would set them up to NOT re-try failed payments, but rather they would automatically go to expired…

Is this correct?

Thanks

[admin]

I want to investigate the user not being able to log in with the “inactive” status first. I have sent you an email to get access so I can check this.

[Author]

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