Prosites Payment Not Attached to Site

Hi, I have a site that the user has paid for in PayPal and for whatever reason, it doesn’t get attached to their site in ProSites and the site was shut down. They had originally used one email address then canceled that to use a different one, and ended up renewing with the different address right before their free trial period (14 days) expired. But when the trial expired their site was shut off. How do I attach their PayPal subscription information to their site? I had to manually extend them, and now the payment gateway says Manual so it’s never going to kick in the PayPal from what I can see. There must be something I’m missing here – can anyone illuminate me? thank you!

We know the PayPal IPN settings are fine because other new sites are being paid for with no problem. This particular user used the upgrade/bid process.