I have a user with the following problem when trying

I have a user with the following problem when trying to upgrade. I cannot duplicate this in any browser with a test account, but she is continuing to be unable to upgrade:

Am using Windows Vista, with Firefox browser version 28.0, cleared cookies, ran Norton Antivirus, re-logged into HON with a clean slate,

My user name is all lower case with no special characters, began upgrade process by choosing upgrade from free to Premium membership, and taken to:

http://hebrewnationonline.com/upgrade/
Clicked on “sign-up” under Choose to Move to Premium and taken here:
http://hebrewnationonline.com/hnoregister/?action=registeruser&subscription=2&from_subscription=3
Clicked “pay with credit card” and am returned in a circle back to:
https://hebrewnationonline.com/upgrade/
Clicked on sign-up under Choose to Move to Premium and again taken here:
https://hebrewnationonline.com/hnoregister/?action=registeruser&subscription=2&from_subscription=3
Clicked on pay with credit card and again, again returned to:
https://hebrewnationonline.com/upgrade/

  • Vaughan
    • Support/SLS MockingJay

    hi @quixotica,

    That's very strange, especially as you say you can't replicate it yourself, that suggests your subscriptions are all setup correctly & working, otherwise you'd have the same problem.

    Can you find the users details in the members > all members page & see what gateway and plan they are using?

    If possible could you grant support access from Dahboard > wpmudev > support > support access so I can take a look.

    Thanks.

  • quixotica
    • Site Builder, Child of Zeus

    Just checking in. Support access will be expiring again today, and I have not gotten a response. I think you may need to set the support access for a greater period as it typically takes longer than the default support access time the dashboard grants to get someone in to look at it. :slight_smile:

  • Jack Kitterhing
    • Code Norris

    Hi there @quixotica,

    Hope you're well today and thanks for your patience here.

    I've taken a look at this and your setup mostly looks good apart from one part, you have a default subscription set, this can cause issues with upgrades, but all your other customers can upgrade correctly?

    Thanks!

    Kind Regards
    Jack.

  • quixotica
    • Site Builder, Child of Zeus

    Yes, I do have a default subscription. We need people to be able to have a free account to use our chat - should I have that set up differently?

    We haven't had too many people upgrade, but a few have with no reports of issues.

  • Jack Kitterhing
    • Code Norris

    Hi there @quixotica,

    Hope you're well today and thanks for the additional information.

    You could still have a free subscription for users to sign up, but ideally the default subscription shouldn't be set.

    We are currently working on a major rewrite and this option is likely to be removed, though don't worry we are planning for backwards compatibility etc :slight_smile:

    Thanks!

    Kind Regards
    Jack.

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