We did a shift up a few months ago with our subscription levels, significantly raising prices and adding a couple of new levels. To make it fair, we created a "secret" level for the existing members to preserve their member price and capabilities.
And, of course this all happened at the outset of the big Pro-Sites upgrade to 3.0, which had it's own ruffles to work through.
Currently, the changes to the previous subscriber's accounts is not holding and has to be renewed every month. Each month they pay, but their pro-sites level is dropped down to the bottom tier, instead of staying at the tier they are supposed to be at. It is VERY frustrating and I can see no way to permanently establish their account level from the back end. And, since it is a "hidden" level in pro-sites, there is no way for them to do it, either.
How can I fix this? It's frustrating for me and for them.