Issue with Stripe Subscription Cancel Button in SimpleMembership Plugin

  • To the Development Team,

    I appreciate the excellent SimpleMembership plugin as always. However, I have encountered an issue with the Stripe Subscription cancel button recently and would like to request your support.

    I have implemented the Stripe Subscription cancel button using the shortcode [swpm_stripe_subscription_cancel_link]. In my environment, the cancel button is displayed correctly, and subscription cancellation works as expected. I have published a page with the cancel button for users to utilize, guiding them to use that page if they wish to cancel. However, I have received inquiries from some users stating that they see “No active subscriptions” and are unable to cancel their subscriptions.

    Upon inspecting the file class.swpm-shortcodes-handler.php, I found that the “No active subscriptions” message is displayed when $subs->get_active_subs_count() is empty. However, all the users who contacted me have active and valid Stripe subscriptions, with successful payments, and their SimpleMembership member status is also valid. It would be greatly appreciated if you could explain why $subs->get_active_subs_count() is empty for these users.

    If you have any insights or solutions regarding potential causes and resolutions to ensure that the cancel button is displayed correctly for users, I would greatly appreciate your assistance.

    WordPress Version : 5.8.9
    Plugin Version : Simple WordPress Membership 4.3.6
    Stripe Webhook API Version : 2020-08-27
    Stripe Webhook Send Events : customer(all 21 events), charge(all 13 events), invoice.payment_succeeded

    Thank you for your help.

Viewing 15 replies - 1 through 15 (of 23 total)
  • Plugin Support mbrsolution

    (@mbrsolution)

    Thank you for reaching out to us.

    WordPress Version : 5.8.9
    Plugin Version : Simple WordPress Membership 4.3.6

    Both versions above are old. It might not be possible to try and troubleshoot your issue because of the old versions running in your site.

    Stripe Webhook API Version : 2020-08-27

    Is your webhook API version based on the following documentation?

    https://simple-membership-plugin.com/create-stripe-subscription-button-membership-payment/

    If it is, Stripe recommends updating to the new API as per the following documentation.

    https://simple-membership-plugin.com/sca-compliant-stripe-subscription-button/

    Kind regards.

    • This reply was modified 9 months, 1 week ago by mbrsolution.
    • This reply was modified 9 months, 1 week ago by mbrsolution.
    Thread Starter sadohage

    (@sadohage)

    Thank you for your reply.

    The payment button was created following the Stripe SCA compliant method.
    I will test your advice (updates WordPress core files, plugins, if need Stripe API versions) to see if it improves the issue.

    If the problem persists, I may continue to seek your support. I appreciate your ongoing assistance.

    Thank you for your continued support.

    Thread Starter sadohage

    (@sadohage)

    I apologize for the delayed update.

    I have performed updates on both the WordPress core files and plugins, but the issue remains unresolved.

    WordPress 6.4.3
    SimpleMembership Plugin 4.4.2

    I collaborated with one of the subscribers to verify if the Stripe subscription cancel button is visible. The shortcode for the cancel button itself seems to be functioning, as shown in the attached images. However, the cancel button itself is not visible.

    capture from the cooperating subscriber

    https://drive.google.com/file/d/1QgQP-4PGv2HRtqRxjjECqTfhAB80oJe9/view?usp=drive_link

    Image 1: Display when accessed in a non-logged-in state
    FileName: capture_subscriber_non_loged_in.png

    https://drive.google.com/file/d/1GSSftxJ-v6pdHwBhAsCc5j2-9Q9_H-qt/view?usp=drive_link

    Image 2: Display when accessed in a logged-in state
    FileName: capture_subscriber_loged_in.png

    Details from the cooperating subscriber (cancel button not visible):
    Initial payment date on Stripe: July 28, 2022
    Total number of successful payments: 19
    Number of failed payments: 0
    Membership status in the SimpleMembership plugin: Active

    My capture

    https://drive.google.com/file/d/1L9_jj-QGWY7Rb38ljgbRDZG_SfaSr0FG/view?usp=drive_link

    Image 3: Display when accessed in a non-logged-in state
    FileName: capture_me_non_loged_in.png

    https://drive.google.com/file/d/1G2yBftDJhphsarl-sZF7FvPmoLemYAb9/view?usp=drive_link

    Image 4: Display when accessed in a logged-in state
    FileName: capture_me_loged_in.png

    My details (cancel button is visible)
    Initial payment date on Stripe: February 13, 2024
    Total number of successful payments: 1
    Number of failed payments: 0
    Membership status in the SimpleMembership plugin: Active

    If you have any insights or solutions regarding potential causes and resolutions to ensure that the cancel button is displayed correctly for users, I would greatly appreciate your assistance.

    Thank you for your continued support.

    Thread Starter sadohage

    (@sadohage)

    To add,

    “メンバーとしてログインしていません” in image1 and image3 means ”You are not logged-in as a member”.

    “利用中の定期購読はありません” in image2 means ‘No active subscriptions’.

    The button “定期購読をキャンセルする” in image4 is the cancel button generated by shortcode [swpm_stripe_subscription_cancel_link]

    Plugin Support mbrsolution

    (@mbrsolution)

    Thank you for providing more information and updating your site to the latest WordPress version and also our plugins version. Can you also carry out the following troubleshooting steps.

    https://simple-membership-plugin.com/forums/topic/test-for-plugin-and-theme-conflict-before-posting-an-issue-or-a-bug/

    Let me know how you go.

    Kind regards.

    Thread Starter sadohage

    (@sadohage)

    Thank you for your response.

    I have followed the troubleshooting steps you provided. Even after changing to the default WordPress theme (Twenty Twenty-Four) and deactivating all plugins except SimpleMembership, the cancel button did not appear. It seems that the issue is neither related to theme conflict nor other plugins conflict.

    If there are other things I should check for a resolution, I would appreciate your advice.

    Thank you once again for your ongoing support.

    Plugin Support mbrsolution

    (@mbrsolution)

    I have followed the troubleshooting steps you provided. Even after changing to the default WordPress theme (Twenty Twenty-Four) and deactivating all plugins except SimpleMembership, the cancel button did not appear. It seems that the issue is neither related to theme conflict nor other plugins conflict.

    Did you log in as a member that belongs to a Stripe subscription membership level account? The reason why I am asking is because the button only appears if the person logging in has a Stripe subscription membership account. If not, the button will not appear.

    Regards.

    Thread Starter sadohage

    (@sadohage)

    Thank you for your response.
    I apologize for the delay.

    Did you log in as a member that belongs to a Stripe subscription membership level account? The reason why I am asking is because the button only appears if the person logging in has a Stripe subscription membership account. If not, the button will not appear.

    Yes, I took the opportunity to log in to the site using the account of the user experiencing the issue and checked whether the cancel button was displayed. Of caurce, the account has a valid subscription payment through Stripe and is an active subscription membership in the SimpleMembership plugin. However, the cancel button is not being displayed.

    Thank you for your continued support.

    Plugin Support mbrsolution

    (@mbrsolution)

    Unfortunately there is not much more I can do from here. I have submitted a message to the developers to investigate further your issue.

    Kind regards.

    Thread Starter sadohage

    (@sadohage)

    Thank you for your response.
    I apologize for the significant delay in replying.

    I appreciate your escalation of the issue to the development team. If the cancel button is not functioning properly, manual cancellation becomes necessary, which is quite cumbersome. Therefore, I will continue my investigation to ensure the cancel button functions correctly.

    Thank you for your support.

    Plugin Support mbrsolution

    (@mbrsolution)

    Hi, just touching base with you. Have you tested the latest version 4.4.6?

    Regards.

    Hello,

    I have same issue here. The cancel suscription button for Stripe doesn’t work, it shows as “No active subscriptions” when I know for sure that the users have a real suscription created.

    Plugin Support mbrsolution

    (@mbrsolution)

    @ibp12 please start a new support thread. This helps us to manage each issue independently.

    Thank you.

    Thread Starter sadohage

    (@sadohage)

    @mbrsolution I apologize for the significant delay in replying..

    I have tested it with Simple Membership version 4.4.6, but I can confirm that the issue with the cancel button still has not been resolved.

    Regards.

    Plugin Support mbrsolution

    (@mbrsolution)

    Have you tested our latest version 4.4.9?

    Regards.

Viewing 15 replies - 1 through 15 (of 23 total)
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