Subscriptions Downgrade Removes All Groups (incl Registered)

Hi,

Not to doubt that this happens on your site, but it seems very unlikely unless there is some other plugin or customized code that might be doing this. Groups itself wouldn’t do it and I wonder if you have any other extension installed that might interfere?

I assume this has been resolved and am going to mark it as such, but feel free to follow up if needed.

The only plugin I’ve found to create issues with the site was Affiliates Pro. I’ve deactivated it but the Groups problem persists.
It’s rather annoying but I found that as long as I momentarily deactivate/reactivate groups all members are placed back in registered. I’d love it if this issue could be resolved once and for all.
Thanks for replying

That’s something our support team needs to address. Please get in touch via support at itthinx dot com with a link to this topic.

Awesome Kento, message sent.
Thank you!

Thanks but we haven’t received any email from you, can you please check if it has been sent or alternatively use itthinx at gmail dot com?

Sent again from jerry at protectivediet dot com this time to itthinx at gmail dot com

Thanks!

Perfect, got it ??

Found it … you have your subscription set up to add a user to the “Registered” group (as well as the “Premium” group) – when the subscription get inactive, it will remove the user from both groups.

Please remove the “Registered” group from the subscription product, i.e. when editing the product, under Product Data > Groups > Add to Groups : leave “Premium” but remove “Registered”

If you check the note at the bottom of the panel, it says “Note that all users belong to the Registered group automatically.” – so you don’t have to add them to the Registered group explicitly because any user who creates an account will automatically be added to it.

Hi Kento,

There was a failed order a few minutes ago and the user was removed from the Registered group even though I have removed “Registered” group from the subscription product.

Unfortunately the problem persists. What else should I do?

This is because the system remembers the groups that were assigned when the customer purchased the product. For new orders they won’t be removed from the Registered group with the change, for previous orders they will so please make sure to add those back.

Great news Kento!
After removing the “Registered” group from the subscription product I still had to deactivate/reactivate the groups plugin.
Doing so apparently reset the plugin memory because now subscribers with failed orders are no longer removed from the registered group!
Thank you so much. I’m delighted to finally have a resolution!

• This reply was modified 7 years, 3 months ago by JulieMarie.

Ah yes, that’s because when you activate it, it will assign all users to the Registered group ?? I hadn’t thought of that!