Error upon Registration

  • About 50% of the time, new subscribers are receiving an error message after submitting payment.
    Their payment goes through on our end, but they never receive a registration link to create their membership.

    The other half of the time everything works perfectly. I am struggling to trouble shoot this issue, as it only happens half of the time. I cannot replicate the error, and I’m not sure why some subscribers get this error while others don’t.

    I have double and triple checked that the webhooks were correct. (using the information on this page).

    I have also activated the debug log.
    Here is a successful registration

    [2024/06/07 09:43:11] - SUCCESS: Stripe subscription webhook received: customer.subscription.updated. Checking if we need to handle this webhook.
    [2024/06/07 09:43:11] - SUCCESS: Stripe customer.subscription.updated webhook status: active
    [2024/06/07 09:43:11] - SUCCESS: Updating the access start date if applicable for this subscription payment. Subscriber ID: sub_1PP4wYAH8NBJhN78KUtIj0ZX, Email: , Account status: active
    [2024/06/07 09:43:11] - SUCCESS: Did not find an existing record in the members table for subscriber ID: sub_1PP4wYAH8NBJhN78KUtIj0ZX
    [2024/06/07 09:43:11] - SUCCESS: This could be a new subscription payment for a new subscription agreement.
    [2024/06/07 09:43:11] - SUCCESS: End of Stripe subscription webhook processing. Webhook type: customer.subscription.updated
    [2024/06/07 09:43:11] - SUCCESS: Stripe SCA Subscription IPN (HTTP POST) received. Processing request…
    [2024/06/07 09:43:12] - SUCCESS: Stripe subscription webhook received: invoice.paid. Checking if we need to handle this webhook.
    [2024/06/07 09:43:12] - SUCCESS: End of Stripe subscription webhook processing. Webhook type: invoice.paid
    [2024/06/07 09:43:12] - SUCCESS: Stripe SCA Subscription charge successful.
    [2024/06/07 09:43:12] - SUCCESS: Stripe subscription webhook received: invoice.payment_succeeded. Checking if we need to handle this webhook.
    [2024/06/07 09:43:12] - SUCCESS: End of Stripe subscription webhook processing. Webhook type: invoice.payment_succeeded
    [2024/06/07 09:43:12] - SUCCESS: swpm_handle_subsc_signup_stand_alone(). Custom value: subsc_ref=2&user_ip=74.123.22.79, Unique reference: cus_QFa6HJPPzrN2q1
    [2024/06/07 09:43:12] - SUCCESS: Could not find any record using the given email address (EMAIL REDACTED). Attempting to query database using the unique reference: cus_QFa6HJPPzrN2q1
    [2024/06/07 09:43:12] - SUCCESS: Did not find a match for an existing member profile for the given reference. This must be a new payment from a new member.
    [2024/06/07 09:43:12] - SUCCESS: Creating new member account. Membership level ID: 2, Subscriber ID value: sub_1PP4wYAH8NBJhN78KUtIj0ZX
    [2024/06/07 09:43:12] - SUCCESS: Member signup URL: https://brick-library.com/membership-join/membership-registration/?member_id=62&code=63ca13f502631fe6ca0f7a07ce581891
    [2024/06/07 09:43:12] - SUCCESS: Member signup (prompt to complete registration) email successfully sent to: EMAIL REDACTED
    [2024/06/07 09:43:12] - SUCCESS: Transaction data saved.
    [2024/06/07 09:43:12] - SUCCESS: Redirecting customer to: https://brick-library.com
    [2024/06/07 09:43:12] - SUCCESS: End of Stripe SCA Subscription IPN processing.

    Here is when it’s unsuccessful

    [2024/06/08 08:07:00] – SUCCESS: Stripe subscription webhook received: customer.subscription.updated. Checking if we need to handle this webhook.
    [2024/06/08 08:07:00] – SUCCESS: Stripe customer.subscription.updated webhook status: active
    [2024/06/08 08:07:00] – SUCCESS: Updating the access start date if applicable for this subscription payment. Subscriber ID: sub_1PPPv2AH8NBJhN78PDxShOgA, Email: , Account status: active
    [2024/06/08 08:07:00] – SUCCESS: Did not find an existing record in the members table for subscriber ID: sub_1PPPv2AH8NBJhN78PDxShOgA
    [2024/06/08 08:07:00] – SUCCESS: This could be a new subscription payment for a new subscription agreement.
    [2024/06/08 08:07:00] – SUCCESS: End of Stripe subscription webhook processing. Webhook type: customer.subscription.updated
    [2024/06/08 08:07:01] – SUCCESS: Stripe SCA Subscription IPN (HTTP POST) received. Processing request…
    [2024/06/08 08:07:01] – FAILURE: Fatal error! Payment with ref_id swpm_4a0170e350eb1a9cadaab60adb69e45f|1392 can’t be found
    [2024/06/08 08:07:01] – SUCCESS: Stripe subscription webhook received: invoice.payment_succeeded. Checking if we need to handle this webhook.
    [2024/06/08 08:07:01] – SUCCESS: End of Stripe subscription webhook processing. Webhook type: invoice.payment_succeeded
    [2024/06/08 08:07:01] – SUCCESS: Stripe subscription webhook received: invoice.paid. Checking if we need to handle this webhook.
    [2024/06/08 08:07:01] – SUCCESS: End of Stripe subscription webhook processing. Webhook type: invoice.paid

    Any help would be GREATLY appreciated.

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support mbrsolution

    (@mbrsolution)

    Thank you for reaching out to us. Because this is an intermitting issue that only happens 50% of the time, I suspect that there might be some time of caching or optimization issue in your site. Do you currently have a cache plugin running in your site? Does your server run any type of caching system? Do you run any type of security plugin that might interfere with the registration process? Do you run an optimization plugin in your site?

    Kind regards.

    • This reply was modified 5 months, 1 week ago by mbrsolution.
    • This reply was modified 5 months, 1 week ago by mbrsolution.
    Thread Starter bricklibrary

    (@bricklibrary)

    Thank you so much for your quick response!

    I am still very new at building a website, so please bear with me. With the exception of Jetpack- as far as I can tell I don’t have any other optimization or security plug ins. A quick google search also mentions Jetpack Boost- which I made sure I didn’t have installed.

    I cannot disable Jetpack as it is “automatically managed for you” But I tried to go through and disable any caching features. I didn’t find any, but I disabled a few things I thought weren’t necessary for my site.

    I also found on the Hosting Configuration Dashboard a spot to clear caches, so I’m assuming there’s caching somewhere. But the Global Edge Cache is not enabled. I also deactivated All in One SEO in case that was causing problems.

    Unfortunately, that’s all I can do at this time until we get a new subscriber. In the meantime if you have any other tips or tricks for figuring out if any of my plugins use caching, that would be great!

    I’ll update if new subscribers continue to receive the error message.

    • This reply was modified 5 months, 1 week ago by bricklibrary.
    Plugin Support mbrsolution

    (@mbrsolution)

    Just checking up with you. Have you had any more issues?

    Regards.

    Thread Starter bricklibrary

    (@bricklibrary)

    Hello,

    Yes our new subscribers are still seeing this error when they try to subscribe. Some have reported getting an error but then receive an email to finish registering. While others never receive an email.

    Since I am not a web developer, we’ve decided to have a professional build us a new website so we won’t have this issue anymore. Until the new site is ready we are having new subscribers email us and we are manually creating memberships for them.

    Plugin Support mbrsolution

    (@mbrsolution)

    Since I am not a web developer, we’ve decided to have a professional build us a new website so we won’t have this issue anymore. Until the new site is ready we are having new subscribers email us and we are manually creating memberships for them.

    Let me know if you still have this issue when your new site is up and running.

    Kind regards.

Viewing 5 replies - 1 through 5 (of 5 total)
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