Checkout KO cancels Account ?

Hi Dani,

I’m sorry to hear about this issue you are facing here. We do not currently offer Stripe Checkout and use their onsite credit card fields.

Are you using Google Pay or Apple Pay when checking out? As the Stripe payment gateway shouldn’t have a bank modal popup.

What version of Paid Memberships Pro are you using?

Hi Andrew,

Sorry, I think I have not explained myself very well.

We are using stripe as payment gateway in pmpro v2.5.9.1 (everything updated).

The modal window is the one for finishing the payment authorization of the credit card. (screenshot here https://pasteboard.co/K4rt4rA.png ). At this moment, I receive the SMS on my cell with the PIN but, pointedly, I do not finish the payment (if I do, everything works perfect).

This failed payment triguers something on the PMPRO that starts the process of canceling the account.

Thanks again,

Dani

Thanks for clearing this up Dani, I’ll try and replicate this on my end further with the 3D Secure and revert back as soon as I can.

What is the order status for user’s that do this?

Hi again!

In stripe, the payment appear as “incomplete”.
In pmpro, the user appears with the LEVEL2, but his END DATE has changed from “never” (its a yearly subscription) to three days after the incomplete payment is done, and when arrives that day, it is canceled and deleted (the expected).

I was specting to mantain the LEVEL2 if the upgrade to LEVEL3 did not complete properly. But it treats it like a non-renewed membership, I guess, and cancels the account.

If you want access to the site, you just have to ask me.

Thanks again for your time.

Hi @andrewza,

Have you been able to replicate the issue?

Do you think PMPRO is working well cancelling the full membership on a 3dsecure upgrade failment? I mean, do you know what is suposse to happen in this situation?

Thanks and greets,

Hi Dani,

I’ve looked into this further via Stripe and sandbox. I am unable to replicate the 3D Secure when it fails authentication or the customer selects the “Cancel” option.

No order is created, and the error “We are unable to authenticate your payment method. Please choose a different payment method and try again.” occurs.

Looking in Stripe, it does show as “incomplete” for these transactions. But no order exists inside Paid Memberships Pro, or does the user’s level change from the test’s I’ve run.

I am still planning to work through this further, can you please confirm the steps:

1. User has an existing level, for example level ID 1.
2. The user then chooses to upgrade to level ID 2
3. The 3D authentication fails.
4. The user remains on level ID 1, but their expiration date is applied/changed?

Is there any order created inside Paid Memberships Pro for this user?

Sorry for bumping this, could you please tell me what Paid Memberships Pro Add Ons you are using and the version of these, as well as Paid Memberships Pro version.

Hi Andrew,
Thanks a lot for following the thread and for writing back.

Yes, user has an exisitng level (level2), then chooses to upgrade to level3. The 3D authentification fails.User remains on level2, but expiration date is applied, setted on 3 days from the authentification failed date.

I am using:
Paid Memberships Pro Versión 2.5.9.1
Paid Memberships Pro – Cancel on Next Payment Date Versión 0.3
Paid Memberships Pro – Email Templates Add On (.org) Versión 0.8.1
Paid Memberships Pro – Mailchimp Add On Versión 2.3.2
Paid Memberships Pro – Proration Add On Versión .3.1
PMPro Customizations Versión .1

No new order is created.

If you need something more, just let me know.

Cheers,

Dani

@andrewza This user is your customer, do not support your add-ons on this site, that is not permitted.

Paid add-on.
https://www.paidmembershipspro.com/add-ons/proration-prorate-membership/

Direct your customer to your site for support.

For pro or commercial product support please contact the developer directly on their site. This includes any pre-sales topics as well.

As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.

Hi @jdembowski

This issue seems to be related to the core version of Paid Memberships Pro as the 3D secure/Stripe is built into the www.remarpro.com version.

I do agree that these issues might arise from a plus Add On altering functionality of some sort and is in use for this customer’s site. (Which we just found out about in their latest reply and hadn’t had a chance to reply to nudge them to open a ticket on our site’s support as I am aware this goes against guidelines when premium products are involved in the troubleshooting).

As per Jan’s request, please can you open a support ticket on https://www.paidmembershipspro.com @danilucas so we may assist you in troubleshooting this further as it goes against the guidelines.

Hi, @jdembowski and @andrewza

Sorry, perhaps I have not understood something, but I am not a customer.

I have not needed to buy the addon. Nor have I hacked it. I found it on GIT, https://github.com/strangerstudios/pmpro-proration .

If I have done something wrong, do not hesitate to tell me, that was not my intention at all.

Thanks @danilucas we embrace open source and share the code fully on Github for anyone to use or contribute to. These Add Ons aren’t hosted on www.remarpro.com and still require you open a support ticket on our site (due to it being distributed outside of www.remarpro.com) as Jan mentioned it goes against the guidelines.

@andrewza thanks a lot again for your effort and congrats for such a a great plugin.
@jdembowski sorry again, whas not my intention to bother no one.

Thanks for understanding @danilucas, please open a support ticket on https://www.paidmembershipspro.com/contact and we’ll continue to assist you where possible.