Stripe Syncing Issue

  • Resolved radioinsight

    (@radioinsight)


    9 months, 1 week ago

    In the past 24 hours I’ve had two similar issues with Stripe and PMP.

    #1. New customer attempts to subscribe to my site. Gets charged twice by Stripe, but his user account is not created by PMP/Wordpress.

    #2. Existing user attempts to subscribe to a premium account. He gets charged multiple times, but the upgrade is not synced to his user account.

    User #2 provided a screenshot that presented an error message “Error creating subscription for customer. Cannot get price. Class “Stripe\Price” not found.”

    I have not made any changes to the PMP configuration or on Stripe. Where would I troubleshoot this issue and would I be able to use the Stripe backend to manually connect their completed payment to their user accounts.

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Support Jarryd Long

    (@jarryd-long)

    Hi there, thank you for reaching out to the Paid Memberships Pro team.

    I’m going to need to get a better understanding of your site to work through this – Please can you provide us with your Site Health information for your WordPress site? Your Site Health contains details about your WordPress and PMPro setup which can help us quickly pinpoint possible conflicts or problems that could cause the issue you’re currently experiencing.

    Please follow the steps below to retrieve your Site Health Info in the WordPress admin and reply back to us when the details have been added:

    1. Navigate to Tools > Site Health in the WordPress admin.
    2. Click on the “Info” tab.
    3. Click the button to “Copy site info to clipboard”.

    The entire output of your Site Health is now copied to your clipboard. You can then paste it into a reply here.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

    Thread Starter radioinsight

    (@radioinsight)

    ` wp-core

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wordpress_path: /wordpress/core/6.5.4
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pmpro-cron-jobs: pmpro_cron_expire_memberships (2024-06-06 12:59:05) |
pmpro_cron_expiration_warnings (2024-06-06 13:00:43) |
pmpro_cron_admin_activity_email (2024-06-06 14:30:00) |
pmpro_cron_delete_tmp (2024-06-06 14:30:00) |
pmpro_cron_credit_card_expiring_warnings (2024-06-11 03:58:08) |
pmpro_license_check_key (2024-06-11 03:58:08)
pmpro-gateway: Stripe [stripe]
pmpro-gateway-env: Live/Production [live]
pmpro-orders: 11152 orders
pmpro-discount-codes: 7 discount codes
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billing: https://radioinsight.com/membership-account/membership-billing/
cancel: https://radioinsight.com/membership-account/membership-cancel/
checkout: https://radioinsight.com/membership-account/membership-checkout/
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invoice: https://radioinsight.com/membership-account/membership-invoice/
levels: https://radioinsight.com/membership-account/membership-levels/
login: Not Set
member_profile_edit: https://radioinsight.com/membership-account/your-profile/
pmpro-library-conflicts:
stripe: v7.5.0 (2024-05-14 03:34:17) - /home/183737.cloudwaysapps.com/qudhkyjpnn/public_html/wp-content/plugins/jetpackcrm-ext-invoicing-pro/vendor/stripe/stripe-php/lib/Stripe.php | v7.5.0 (2024-06-06 08:32:44) - /srv/htdocs/wp-content/plugins/jetpackcrm-ext-invoicing-pro/vendor/stripe/stripe-php/lib/Stripe.php
pmpro-current-site-url: https://radioinsight.com
pmpro-recorded-site-url: https://radioinsight.com
pmpro-pause-mode: Disabled<strong> `
    Plugin Support Jarryd Long

    (@jarryd-long)

    Thank you for your feedback. It looks like the plugin jetpackcrm-ext-invoicing-pro causes a Stripe library conflict. Please try temporarily deactivating this plugin, run a test checkout and see if any errors such as the Stripe\Price error or duplicate transactions still show up and let me know?

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

    Thread Starter radioinsight

    (@radioinsight)

    Even after deactivating JetpackCRM the same errors appear. The two plugins worked alongside anohter until about a week ago.

    Same error in the Site Health. In fact the first one, points to a server I moved the site off of three months ago.

    • stripe: v7.5.0 (2024-05-14 03:34:17) – /home/183737.cloudwaysapps.com/qudhkyjpnn/public_html/wp-content/plugins/jetpackcrm-ext-invoicing-pro/vendor/stripe/stripe-php/lib/Stripe.php | v7.5.0 (2024-06-09 20:44:37) – /srv/htdocs/wp-content/plugins/jetpackcrm-ext-invoicing-pro/vendor/stripe/stripe-php/lib/Stripe.php


    In addition, can you please answer the original question as to would I be able to use the Stripe backend to manually connect their completed payment to their user accounts? They have now been awaiting a response from me for five days and that’s not good customer service.

    Thread Starter radioinsight

    (@radioinsight)

    Also of potential note…

    While my Stripe account says I am on API version 2024-04-10, Paid Memberships Pro says I am using 2022-11-15.

    As well this is what my webhook activity log shows…

    Event TypeLast ReceivedStatus
    checkout.session.async_payment_failedNeverReceivedN/A
    checkout.session.async_payment_succeededNever ReceivedN/A
    checkout.session.completedNever ReceivedN/A
    invoice.payment_action_requiredNever ReceivedN/A
    charge.failedJune 9, 2024 4:35 am Working
    charge.refundedJune 5, 2024 5:22 pm Working
    customer.subscription.deletedMay 19, 2024 6:04 pm Working
    invoice.payment_succeededJune 9, 2024 7:11 pm Working

    Plugin Support Jarryd Long

    (@jarryd-long)

    I’m afraid this looks like it’s an issue specific to your site, so we’re going to need to troubleshoot this issue together.

    User #2 provided a screenshot that presented an error message “Error creating subscription for customer. Cannot get price. Class “Stripe\Price” not found.”

    Please advise which level this user tried to checkout with when they go this error?

    In addition, can you please answer the original question as to would I be able to use the Stripe backend to manually connect their completed payment to their user accounts? They have now been awaiting a response from me for five days and that’s not good customer service.

    If there’s an active subscription in the gateway, you can manually create the user on your site, followed by creating an order for them that matches the last transaction and subscription ID in Stripe. This will connect PMPro to the user’s subscription in Stripe.

    While my Stripe account says I am on API version 2024-04-10, Paid Memberships Pro says I am using 2022-11-15.

    This shouldn’t have a direct effect on the issue you are experiencing. Your gateway events appear to be working as expected based on your current set up.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

    Thread Starter radioinsight

    (@radioinsight)

    The user already had an existing Membership Level 4 (Free User) and Tried to subscribe to both Level 2 (Paid Annual) and Level 3 (Paid Monthly) receiving the same error for both.

    If there’s an active subscription in the gateway, you can manually create the user on your site, followed by creating an order for them that matches the last transaction and subscription ID in Stripe. This will connect PMPro to the user’s subscription in Stripe.

    I’m not sure I follow correctly. This first person already had an existing free account. I added an order and if I add that it shows an unending subscription for $0 inside PMP.

    It appears that these payments did not trigger a subscription being created inside Stripe. Do I have to manually create that as well and is that doable without triggering another payment on that person’s credit card?

    Plugin Support Jarryd Long

    (@jarryd-long)

    It appears that these payments did not trigger a subscription being created inside Stripe. Do I have to manually create that as well and is that doable without triggering another payment on that person’s credit card?

    You won’t be able to create a subscription in Stripe for the user. You can only create a user in PMPro and connect them to a subscription that is active in Stripe if need be. As that user only has a free account, there isn’t an active subscription in Stripe (with an active billing profile that is charging them for anything)

    Stripe won’t allow you to create a subscription and charge someone’s card manually via their portal.

    Please try adding this code recipe to your site and see if this helps with the error you’ve been getting?

    https://gist.github.com/dparker1005/a0e73029784d87e53a522539bd969c41

    This recipe should be saved as it’s own file and added to the wp-content/mu-plugins/ folder. If the folder doesn’t exist you can create it. Please give this a try and let me know if it helps.

    Thread Starter radioinsight

    (@radioinsight)

    You won’t be able to create a subscription in Stripe for the user. You can only create a user in PMPro and connect them to a subscription that is active in Stripe if need be. As that user only has a free account, there isn’t an active subscription in Stripe (with an active billing profile that is charging them for anything)

    Stripe won’t allow you to create a subscription and charge someone’s card manually via their portal.

    You misunderstand, the person submitted a payment in PMP to upgrade from Free to Paid. But Stripe did not create the subscription ID when he upgraded.

    The other user created a new Paid account where Stripe did not create a subscription ID.

    How am I supposed to follow the instructions above to fix their accounts if there is no way to create a Subscription manually to tie the already existing payments into their accounts?

    Please try adding this code recipe to your site and see if this helps with the error you’ve been getting? 

    https://gist.github.com/dparker1005/a0e73029784d87e53a522539bd969c41

    This recipe should be saved as it’s own file and added to the wp-content/mu-plugins/ folder. If the folder doesn’t exist you can create it. Please give this a try and let me know if it helps.

    At least in testing using the Code Snippet plugin to add it in, it appeared to work. But I won’t know until multiple users are successful.

    And why would I put it in mu-plugins if I’m not running a Multisite?

    Thread Starter radioinsight

    (@radioinsight)

    As a follow-up, another new user still had the issue today.

    Plugin Support Jarryd Long

    (@jarryd-long)

    The gateway (Stripe) doesn’t allow you to create a subscription for a user – the member needs to checkout again in order for a subscription to be created at the gateway.

    mu-plugins refer to ‘Must Use’ plugins which mean they cannot be deactivated – this doesn’t relate to multisites.

    Unfortunately I can’t replicate the same behavior you are experiencing on a local site of mine. The normal steps we would follow to troubleshoot this have been reviewed including loading our Stripe Library first as this can often have an effect, however it hasn’t fixed the issue you are experiencing.

    We recommend either deactivating all plugins on your site except PMPro to see if the issue persists, and to narrow down a possible conflict caused with another plugin.

    Alternatively, we recommend reaching out to a local developer in your area or post a project on https://jobs.wordpress.net for someone to work through your site and see if they can narrow down a possible cause behind this.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

    Plugin Support Jarryd Long

    (@jarryd-long)

    Because there have not been any recent updates to this topic, we will be changing the status to resolved. If you have any other questions regarding this issue please start a new topic for each question to ensure we can provide the best support possible.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

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