Buggy Subscriptions

Hi @jamaan,

1. Could you please go to the WordPress Dashboard -> Paid Member Subscriptions -> Members page, hover your mouse cursor over the member (with which you have encountered this issue), and click on the Edit Member link that appears? Once you are on the Edit Member page click on the “Edit” button from the Subscription tab and please take a screenshot of the Subscription Logs and send it to me.

You can see here: https://www.cozmoslabs.com/docs/paid-member-subscriptions/member-management/#Subscription_Logs an example of how the Subscription Logs should look.

Could you please go to the Dashboard -> Paid Member Subscriptions -> Payments page, hover your mouse cursor over one the payments for the member from point 1, click the Edit Payment link that appears? Once you are on the Edit Payment page please take a screenshot of the Payment Logs and send it to me.

You can see here: https://www.cozmoslabs.com/docs/paid-member-subscriptions/member-payments/#Payment_Logs an example of how the Payment Logs should look.

2. Please go to WordPress Dashboard-> Plugins-> Installed Plugins-> and send a screenshot with everything you have installed related to PMS.

You can use a site like https://snipboard.io/ to share the screenshots.

Hi again:

So for the subscriptions, I guess what’s confusing is “Payment Retry” section under “Misc” > “”Payments” tab. Can you please explain how the “Retry Interval” works? If I have the “Maximum number of retries” set at 20, how would that work?

One more thing:

If a user’s subscription status changes to pending, can we still manage to retry payment? E.g a user who tries to subscribe but fails for some reason or the number of retries reached right now what I do is, change their status to active again and then retry the payment.

Hi @jamaan,

So for the subscriptions, I guess what’s confusing is “Payment Retry” section under “Misc” > “”Payments” tab. Can you please explain how the “Retry Interval” works? If I have the “Maximum number of retries” set at 20, how would that work?

-> I want to mention that the Retry Payment setting (main setting) can be found in Paid Member Subscriptions -> Settings -> Payments, where we have the following description “If a payment fails, the plugin will try to charge the user again after 3 days for 3 maximum retries.”

So in the above case if the payment fails the payment will be automatically retried after 3 days, if the payment fails again, then again after 3 days, and if the payment fails one more time, then yet again it will be retried after 3 days. So in the above case, if every time the payment fails, the payment will be automatically retried to 3-6-9 days. So the “Retry Interval” is the duration of time between when the payment has failed and when the retry payment is made.

If a user’s subscription status changes to pending, can we still manage to retry payment? E.g a user who tries to subscribe but fails for some reason or the number of retries reached right now what I do is, change their status to active again and then retry the payment.

As an Administrator, there isn’t really a way to manually force the retry payment. In this case, if the user has the status of the subscription set to “Pending” (because of a payment failure), then you can instruct the user to go to the front-end page where you have the PMS Account form, and from there they will have the option to retry the payment.

Best regards,

So by default, the retry payment is set at 3 days? in my case if I have the “Maximum number of retries” set at 20 and the “Retry Interval” set at 20, does that mean:

When the payment fails the payment will be retried after 20 days, if the payment fails again, then again after 20 days, and so on until 20 attempts are made?

If I set the “Maximum number of retries” at 5 and “Retry Interval” at 1. Will the payment be retried 5 times after each day?

Hi @jamaan,

When the payment fails the payment will be retried after 20 days, if the payment fails again, then again after 20 days, and so on until 20 attempts are made?

-> Yes.

If I set the “Maximum number of retries” at 5 and “Retry Interval” at 1. Will the payment be retried 5 times after each day?

-> Yes, but maybe you should let the Retry Interval to be at least 2 days, since for 1 day retries you might need to set your cron job to work on the Server level.

Best regards,

But the “pms” crons run every 24 hours, so I don’t think there would be any changes needed on the server level.

If they already appear and you’ve observed that they correctly trigger every 24 hours, then you can let them like this.

Note: You can also check our documentation page regarding cron jobs and how they’re used by our plugin here.

Alright, I’ll have it set up this way to see how it processes.

Also, if I have to change the domain, would that affect the existing/new subscriptions?

Hey Support,

Do you have any update for me on my last query?

Hi @jamaan,

What payment gateways do you have active on your site? You can check this by going to Paid Member Subscriptions -> Settings -> Payments -> Active Payment Gateways section.

Best regards,

Stripe only

Can you please response if changing the domain to another or moving the site to a sub domain would affect the subscriptions? I have Stripe payment as active to receive subscription payments.

If you only have Stripe, then after changing the domain, please go to Paid Member Subscriptions -> Settings -> Payments -> put the site in “Test Mode” then click on “Save Settings” after which put the site back in “Live Mode” and click again on “Save Settings”

Best regards,

and that apply if I move the site to a new domain or subdomain following your steps? and it won’t affect the subscriptions at all e.g. the expiries?

• This reply was modified 2 months ago by jamaan.