Customers site deactivated: payment issue?

Hallo,

My customers site awakeandalive has been deactivated but I cant see why.

The recurring PayPal payment doesn't show up in my PayPay as either successful or failed (maybe I need to wait)

Shouldn't Pro Sites tell me if the payment wasn't successful?

I have granted support access should that be necessary.

Thanks,
Justin

  • Sajid

    Hi @Justin

    Hope you are doing good today :slight_smile:

    The only reason of a site to be deactivated automatically is that customer did not renewed it or customer cancelled the account.

    By default the recurring is auto and at each subscription period it should be charged automatically with PayPal recurring method. May be they cancelled it ?

    Do you have IPN configured correctly ?

    There is a problem with support access and I am unable to login. Its throwing invalid token error. Please revoke access and then grant again, so I can further investigate the issue.

    Take care and have a nice day :slight_smile:

    Cheers, Sajid

  • Sajid

    Hi @Justin

    Hope you are doing good and welcome back :slight_smile:

    Yes it should post in the account history of this site. You can get there from Sites > Your Site > Click on manage or level in Pro Sites column.

    There is still problem with support access. If its okay for, you please send WordPress super admin and FTP credentials (FTP may need for our SLS guy to further troubleshoot) in following format ?

    Subject: "Attn: Sajid Javed"
    -WordPress admin username
    -WordPress admin password
    -login url
    -FTP credentials (host/username/password)
    -link back to this thread for reference
    -any other relevant urls

    Select "I have a different question" for your topic - this and the subject line ensure that it gets assigned to me :slight_smile:

    https://premium.wpmudev.org/contact/

    Take care and have a nice day :slight_smile:

    Cheers, Sajid

  • Justin

    Hi @Sajid,

    Just mailed you details as you asked.

    The payment just went through. I just heard from my customer that this was the recurring payment set up last month so it looks like their is some connection problem between Pro Sites.

    With this particular customer I originally had to put the 1st membership payment through manually, maybe that caused a problem. (here's a previous support thread on that: https://premium.wpmudev.org/forums/topic/urgent-customer-upgraded-but-now-cant-access-site)

    Thanks,

    Justin

  • Sajid

    Hi @Justin

    Hope you are doing good today :slight_smile:

    It looks like they are sending you payments manually. I can see in the Pro Sites Management the payment method is set to Previous Payment Gateway: Manual Payments. This means each time the subscription expires you have to extend subscription of this member manually.

    Also I can see in the Pro Sites Management of this site/blog account history section. It sent the expiry notification.
    2015-08-14 9:45:00 am Expired email sent to ***********@gmail.com

    To fix this issue and automate the process. Member must complete the checkout process from Pro Sites checkout page to authenticate the payment via PayPal and to link his PayPal account with Pro Sites. This way Pro Sites will automatically charge on each billing cycle unless member cancels his account. You can not authenticate a members PayPal payment on their behalf.

    Hope that helps :slight_smile:

    Cheers, Sajid

  • Sajid

    Hi @Justin

    You are welcome :slight_smile:

    Thanks, but how can they complete from their side if they are already activated. What steps should they take?

    After their subscription expires, after login and attempting to access wp-admin of their site they will be redirected to checkout page there they will select a plan and make payment.

    Well in this case do the manual extension again (when you received the payment). After the expiration of subscription (next time) send them link to checkout page to renew again with PayPal.

    Should they first cancel their current PayPal auto payment?

    They don't have auto renewal. So no need to cancel it.

    Hope it helps :slight_smile:

    Cheers, Sajid

  • Justin

    Hi @Sajid,

    Sorry, but they do have auto renewal on this payment as you can see here:
    http://screencast.com/t/clgehqXZS6zI

    Currently their Pro Sites says disabled and payment required so surely if they if they do as you suggest they will have two recurring payments set up.

    How do we fix this?

    It's urgent now as the client hasn't been able to log into their site for 2 days.

    The only reason I haven't manually extended is that it's likely that we then can't see the exact problem any more.

    ====

    Another issue on this is that the customer sees that site disabled message BUT there is NO re-enable account link:
    http://screencast.com/t/tIzPzeDO

    But when I go to the site http://awakeandalive.yourreikipractice.com/ I see this:
    http://screencast.com/t/t66QKJT67onQ

    Which is very strange and I think the same issue as last time.

    In this thread about that then with Michelle she says:
    https://premium.wpmudev.org/forums/topic/urgent-customer-upgraded-but-now-cant-access-site

    Hi Justin!

    Yep, this looks like the issue we're wrangling with, there's a fix coming soon. In the meantime, to get your member back in the game, go to Sites > Find the site that was cancelled > Click Manage under the ProSites column > Manually extend the level until the end of the payment period. This isn't a fix, it's just a bandaid until the fix is released.

    Thanks!

    Thanks,
    Justin

  • Sajid

    Hi @Justin

    Sorry, but they do have auto renewal on this payment as you can see here:
    http://screencast.com/t/clgehqXZS6zI

    Currently their Pro Sites says disabled and payment required so surely if they if they do as you suggest they will have two recurring payments set up.

    How do we fix this?

    Yes! You are right! After reading your old thread, the automatic update did not worked last time after their trial expires when they first signed up with their PayPal account. At that time it created profile on PayPal, but its not linked with Pro Sites. This is the problem actually.

    Then you extended their subscription manually. Now the old issue/bug is fixed in the latest update of Pro Sites. But the reason why it did not charged because Pro Sites only remember the last payment gateway, that is manual. Pro Sites still taking it as manual and will not renew/extend automatically untill its manually extended or we have to change its last Payment gateway.

    So we have to have members signup again on checkout page with PayPal so Pro Sites will automatically extend it on next payment cycle.

    To avoid duplicate recurring payment profile on PayPal you have to delete its existing payment profile before the next attempt. I am sorry for all this headache but I am afraid again you can not authenticate members payment on their behaf. So this is only way to get this member back to the automatic renewal process and linked it with PayPal again.

    =======

    Another issue on this is that the customer sees that site disabled message BUT there is NO re-enable account link:
    http://screencast.com/t/tIzPzeDO

    This is because they are not authorized to enable it again due to manual payment. Not logged in as super admin.

    But when I go to the site http://awakeandalive.yourreikipractice.com/ I see this:
    http://screencast.com/t/t66QKJT67onQ

    This is because you are logged in as superadmin and you are authorized to enable their website after confirming that you have revived payment manually. Because of manual payment gateway.

    In this thread about that then with Michelle she says:
    https://premium.wpmudev.org/forums/topic/urgent-customer-upgraded-but-now-cant-access-site
    Hi Justin!
    Yep, this looks like the issue we're wrangling with, there's a fix coming soon. In the meantime, to get your member back in the game, go to Sites > Find the site that was cancelled > Click Manage under the ProSites column > Manually extend the level until the end of the payment period. This isn't a fix, it's just a bandaid until the fix is released.
    Thanks!

    Yes! As @Michelle Shull said their this is not fix and a workaround. I have also falgged Michelle here for her invaluable feedback on this matter as well. She will respond here when she will be online.

    Hope it all helps :slight_smile:

    Cheers, Sajid

  • Justin

    Hi @Sajid,

    So if I understand correctly the solution is for me to manually extend up until just before next months expiry date.

    The customer must then cancel current recurring payment in PayPal.

    Then the customer needs to setup recurring payment again - correct?

    If this is right then I have one question bearing in mind the customer cannot click on the "re-enable" link as it is not visible to them how do they navigate to the checkout page?

    So we have to have members signup again on checkout page with PayPal so Pro Sites will automatically extend it on next payment cycle.

    Thanks,

    Justin

  • Sajid

    Hi @Justin

    Hope you are doing good today :slight_smile:

    Yes exactly! You can also manually remove their plan from Modify Pro Site Status section on this page - http://yourreikipractice.com/wp-admin/network/admin.php?page=psts&bid=4.

    Then the customer needs to setup recurring payment again - correct?

    Also you must delete their recurring profile from your PayPal account otherwise they will be charged twice.

    If this is right then I have one question bearing in mind the customer cannot click on the "re-enable" link as it is not visible to them how do they navigate to the checkout page?

    You can tell them to go here - http://yourreikipractice.com/reiki-sites/ to do checkout again. They can then login and subscribe.

    Hope it helps :slight_smile: Feel free to post a reply if need to.

    Cheers, Sajid

  • Justin

    Hi @Sajid and @Michelle,

    So Sajid I just tried your suggestion together with my customer but it doesn't work:

    So we have to have members signup again on checkout page with PayPal so Pro Sites will automatically extend it on next payment cycle.

    The first thing she did was to cancel the original PayPal recurring payment as you suggested (because it's not linked to Prosites)

    This is what we then did:
    She logged into her account and sees the first screenshot with the title "Your current plan."

    Tried to resubscribe as you suggest but:
    But nothing happens when she selects a level and then click ons the PayPal button.

    Then she clicked on Cancel your Subscription and we get the second screen shot.

    Then we tried again to select level and click on PayPal button but nothing happens, it just returns the page.

    Tried on 2 different computer but same thing.

    What do we need to do? The aim is for her to reactivate her account.

    You also suggested to remove her plan:

    Yes exactly! You can also manually remove their plan from Modify Pro Site Status section on this page

    But I can't see what to click on in the site management area: http://screencast.com/t/4YWeaPKlk

    Really need to get this sorted :slight_smile:

    Thanks in advance,

    Justin

  • Sajid

    Hi @Justin

    Hope you are doing good today :slight_smile:

    I can see the error message it says the member already have a PayPal associated account. But in backend I can not see any thing related to PayPal in log. Also I can see you have made it again updated with manual payment, yes I can understand its necessary for your client.

    I am clueless here and need a helping hand to fix this issue. I am flagging available SLS (Second Line Support). They will post a reply here as soon as possible.

    Take care and have a nice day :slight_smile:

    Cheers, Sajid

  • Justin

    Hi @Hoang,

    Thanks, the issue that is still there is that when you try to pay with PayPal the screen simply refreshes.
    See here : http://screencast.com/t/SDzDk7348i

    This was also mentioned in this ticket - so you guys don't duplicate efforts: https://premium.wpmudev.org/forums/topic/customer-cant-check-out-through-paypal-on-pro-sites#post-958853

    This problem has been going for more than a month now so I would really appreciate it when we can get it completely resolved.

    Kind regards,
    Justin Peach

  • Hoang Ngo

    Hi @Justin,

    I hope you are well today and I'm sorry for the delay.

    Its sound like we got some problems with data here. I can manually import the PayPal Customer ID to the relevance site. Can you please send in:

    - Mark to my attention - ATTN: Hoang Ngo
    - Link back to this thread
    - Include admin/network access
    - Include cPanel (I will need to look at the DB so need PHPMyAdmin or similar)
    - Include FTP
    - Include PayPal Customer ID, you can see that in PayPal Dashboard->Profile->Recurring payments dashboard
    - The error blog ID.
    - Include any relevant URLS for your site

    On the contact form, select "I have a different question", this ensures it comes through and gets assigned to me.

    I'm sorry for this inconvenience, and many thanks for your patience.

    Best regards,
    Hoang