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Yes we do have the ‘Enable Secondary Membership’ option turned on. We use that because we make use of various secondary membership levels to provide access to different materials, depending on a person’s level of training. So a member may have multiple secondary levels applied to their account, depending on what courses they have completed.
The issue we run into is with upgrading the ‘primary’ membership level: when someone upgrades their primary membership level, eMember retains their prior membership level as a secondary. For example, someone with ‘Basic’ membership upgrades to ‘Plus’ membership. As such, ‘Plus’ membership becomes their primary membership level; but their account still retains ‘Basic’ as a secondary membership level. In this scenario the member then still sees certain content that is intended only for ‘Basic’ membership, but we would prefer they no longer see that content, since their primary membership level is now ‘Plus’.
Is there any way to prevent this from happening?
Thank you!
In case anyone else runs into this same problem – it seems that the issues we were experiencing were due to something on the WP Mail SMTP plugin end. Even with that plugin disabled, however, the issues still occurred – so perhaps having it installed at all was causing the problems.
The solution: we switched things over to the Easy WP SMTP plugin and everything is resolved and working properly now.
Thank you eStore Team for your support!!!
Yes, I have tested multiple times using an email address that I control.
No, the emails are not going to spam.
Please help, this is a major problem for us as no customers are receiving their digital products because the emails are not being sent.
Yes I have debug turned on.
In the ipn_handle_deub.log it does show ‘IPN successfully verified’ and it also shows ‘Notify Email successfully sent’ for both the customer and merchant. But those emails never arrive in either location.
We use the WP Mail SMTP plugin on the site, but I have tested even with that plugin disabled and the same results occur.
Our customers do not seem to be receiving the confirmation email when purchasing a digital product.
However, we have installed the ‘Re-Download Form’ add-on and when that form is submitted, the ‘re-download’ email is properly sent.
Can you please help sort out why the customer email is not being sent upon purchase?
Thank you – what if the profile image needs to be the width of its container, rather than have a fixed width, such as when it appears in bbPress forum posts? In other words for it to be mobile responsive that way. Is there a way to do this without specifying a fixed width for the image?
Can you please tell me – is there a way to make it so that the eMember profile image that members upload to their profile can be automatically made to be of square dimensions?
Yes we use server-level caching, but our server caching does not cause any conflict with eMember. It is only when we enable W3 Total Cache that the issue occurs.
We are having a similar issue:
With W3 Total Cache enabled, our users are unable to logout.
We have followed the guidelines from the following post, but still the issue persists: https://support.tipsandtricks-hq.com/forums/topic/using-the-plugins-with-w3-total-cache-plugin
The only resolution we have presently is to disable W3 Total Cache all together, as that then resolves the issue.
Is there any other setting that might be adjusted within W3 Total Cache to allow the eMember logout function to work properly?
Thank you
Ok I have now enable debug and will monitor to see if another instance appears of a user losing time when renewing after the expiry date.
Can you please just clarify – for the instances of users losing time when renewing before the expiry date, of which we only received a couple, and for which you had said that they must have not been logged-in to their account when paying:
In that case, if a user paid for their membership while not being logged-in to their account, how does eMember then update their expiry date at all in that case? If a user pays for membership while not being logged-in, wouldn’t eMember end up creating a new account for them instead of renewing their existing account?
Thank you for your replies –
I’ve looked through our receipts now and I can see that this was indeed not happening for all users; it only occurred in a couple instances recently. Sorry, I should have checked that more thoroughly first. So you are correct and it is working properly, and users who renew before their expiry date are not in fact losing time.
However, while looking into this I’ve discovered something else:
While logged-in users who renew before their expiry date are not in fact losing time, as I originally reported, it does seem that users who renew after their expiry date are losing time.
For example (again based on a 1 year subscription), if the original expiry date for the user was February 1, 2020, and they renew their account on March 1, 2020, their new expiry date becomes February 1, 2021 (instead of March 1, 2021). The user is thereby losing a full month of membership, and they are only receiving 11 months of membership for their membership payment, instead of the full 12 month term that they should receive.
If the user renews their account after their membership has expired, shouldn’t the new term begin on the date of renewal payment and not the date of the original expiry? Otherwise they are getting shortchanged.
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Regarding whether the aforementioned users were logged-in (those who lost time after renewing before their expiry date):
Our renewal page is protected, so users should be required to be logged-in in order to renew. However, we do have a “Buy Now” button on the public part of the site, so it’s possible that in those instances the members paid their fee that way without being logged-in.
However, can you please explain so that we can understand, in that case: if a user renews without being logged-in, how is eMember even able to update their expiry date at all in that case, if the user was not logged-in?
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Regarding log data – we didn’t have debug enabled, and since it doesn’t seem that we have actually experienced any errors here I have not turned it on. If you think we should enable debug for any reason please just let me know.
Thank you
Hello – replying to this thread because we have started experiencing the same issue as the title: renewals are not including previous paid time.
It seems that our users who renew their account before their expiry date are losing all the time that was left between their date of renewal and their original expiry date (i.e. the renewal time is not being added to the original term, but rather is being calculated based on the date of renewal, not being added to the original expiry date).
We are using a 1 year term for our subscriptions. So, for example, if the original expiry date for the user was March 1, 2020 and they renew their account on February 15, 2020, their new expiry date becomes February 15, 2021 instead of March 1, 2021 as it should.
Can you please help here? Has something changed within eMember to cause this issue?
Ok we have figured out that we can get the page to not display the multiple content protection messages by using the do_not_show_restricted_msg=”1″ parameter on those sections.
So this functionally solves our main issue and allows us to display a single “Please Login to view this content” message for logged-out users, without the additional protected content messages.
However this means that we can’t display the protected content messages for the various sections for logged-in users.
Is there a way to display the protected content message for a shortcode protected section only for logged-in users, and not for logged-out users?
Also it would still seem much simpler and more intuitive for the page protection to still work properly when shortcode protection is used on the page, and to not break that way.
We have just encountered this same issue.
There absolutely can be a need to use full page protection on pages that also uses section protection, contrary to the assertion above.
For example, we have several member pages that have some content that is available to all members, and then that also have several different content sections that are available to different membership levels.
For the content that is available to all members, it would be much easier to just be able to protect the entire page, rather than having to use multiple [emember_protected scope=”verified_users_only”] shortcodes for those areas of content. It is not very intuitive for the page protection to break just because the section protection is also used.
However, beyond that, what is the bigger issue is that if a logged-out user visits the page, they then see numerous protection messages displayed, for each of the different sections that are protected by a shortcode, rather than the single “Please Login to view this content” message.
This is really not ideal. For logged-out users there should only appear the single “Please Login to view this content” message, as per usual for all the other member pages that are protected at the page level.
Is it possible for you to fix this issue, so that the full page protection will not break when shortcode protection is used on the page?
Or, at the very least, some sort of workaround to fix the issue of having all the different protection messages for all the different shortcode sections appearing for logged-out users?
