I can't add more info to my first post about this until someone comments. Since I have a serious issue and don't want to miss getting an answer when a staffer eventually comes by, I'm going to start a new thread with the new info I have gathered.
My first Pro Site owner just had her second payment automatically deducted through PayPal yesterday. Although the payment went through (see screenshot), her pro sites status was withdrawn an hour later. When she tried to login to her dashboard, she was redirected to a payment/upgrade page.
When her Pro Sites status was withdrawn, her site reverted from her premium theme to the Twenty Eleven theme — and so the header, background, and other site customizations were lost.
I need a solution ASAP. With payment made, her site should NOT have been blocked.
On a slightly different matter, in order to give the site owner access (until the problem is solved), I went to Network Admin>Sites and clicked on "Manage" next to her site name (when ProSites is activated, this link is the level name, such as "Basic":wink:.
I clicked the checkbox next to "Permanent" and clicked Extend so that her site would not expire until I fix the problem.
As you can see from the screenshot, this checkbox does not stay checked. After clicking extend, the box UNchecks itself, even though the permanent extension IS in place.
First, I think that's a bug. Second, I need to know how to UNDO this permanent extension once the problem is fixed.
Thanks for your help.