Renewal process not registering

  • Hi there, we set up the renewal process per SM’s article: https://simple-membership-plugin.com/creating-membership-renewal-button/.

    We’re using the same payment buttons and short code as used on the new memberships page. We tested the new membership setup and it works just fine (user pays, gets an email from the website with instructions and SM registers them as active and paid now).

    However, we’ve tested the renewal process from the renewal page and even though they’re the same buttons, and the user is logged in, pays through PayPal and gets an email confirmation from PayPal, two things are happening: They are not receiving the email from the website telling them they’re registered and what they need to do next and SM is not updating the user in the system. They’re still showing as inactive.

    What are we missing?

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support mbrsolution

    (@mbrsolution)

    Thank you for reaching out to us. Is the member account expired? Can you enable debug mode and then carry out another test. Then check the log file and report back with any findings. Make sure you don’t share any secret or personal data.

    The following documentation can help you.

    https://simple-membership-plugin.com/enable-debug-logging/

    Kind regards.

    Thread Starter Sculley

    (@sculley)

    Thanks for your reply!

    Debug mode enabled.

    Account state says “inactive” not expired.

    Plugin Support mbrsolution

    (@mbrsolution)

    However, we’ve tested the renewal process from the renewal page and even though they’re the same buttons, and the user is logged in, pays through PayPal and gets an email confirmation from PayPal, two things are happening: They are not receiving the email from the website telling them they’re registered and what they need to do next and SM is not updating the user in the system. They’re still showing as inactive.

    Does the user logged in still has an active account, “Not expired yet”?

    What membership level duration period have you set up for the renewal button?

    Regards.

    • This reply was modified 3 days, 14 hours ago by mbrsolution.
    Thread Starter Sculley

    (@sculley)

    The system seems to be working now that we changed some things. The one thing that we don’t see is how to trigger an email notification to user after they renew. We don’t see an option in Settings > Email Settings or in the Email Notifications add-on. Is there a way to trigger an email to remind them what to do?

    Thread Starter Sculley

    (@sculley)

    Hi there, just making sure you saw my last question above?

    Plugin Support mbrsolution

    (@mbrsolution)

    The one thing that we don’t see is how to trigger an email notification to user after they renew. We don’t see an option in Settings > Email Settings or in the Email Notifications add-on. Is there a way to trigger an email to remind them what to do?

    Renewal payment buttons are exactly the same as the standard membership payment buttons. When logged-in members pay for the membership level, their account access gets extended. The only difference is the member will not need to do the registration process again as they are already members. Therefore they will not receive an email because they are already registered members.

    Does this make sense to you?

    Kind regards.

Viewing 6 replies - 1 through 6 (of 6 total)
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