All of my payments keep failing

Hi @dandanflood,

From what I can see, you’re using the integration between PMS and WooCommerce (the email that the order failed is from WooCommerce).

I want to mention that with this integration, we only attach a PMS plan to a?WooCommerce Product/Subscription, but then everything that comes after that will be handled by WooCommerce and not us (this also includes the payments). This happens because the WooCommerce Product/Subscription (that has our plan attached to it) is sold through the?WooCommerce Checkout page?while using one of the available?WooCommerce payment gateways.

In this situation, I would suggest asking WooCommerce Support why the order for their Product or Subscription has failed or maybe the developers of the Payment Gateway that was used inside WooCommerce (in case that is a specific payment gateway).

The ideea is that if the payment in WooCommerce (for the WooCommerce product/subscription) is succefull then also the PMS subscription plan attached to it will be activated.

Note: When it comes to the integration between PMS and WooCommerce, I strongly suggest checking the documentation from here to see what can be achieved, and also check the notices from there, since some functionalities strictly regarding our subscription plans don’t apply to this integration.

Best regards,

Thank you for the reply. Hope you can help me solve this mystery.

Right now, I have I have six paid member subscriptions and none of them have been billed.

The Woocommerce payments work fine if people purchase a normal product on the website.

My friend signed up as a test last week, after the seven day trial the first payment was supposed to be January 22. It is now January 23 and there is no sign of a payment in my e-mail, in WordPress, or on Stripe. The order says it is completed in Woocommerce > Orders but it literally says $0.00.

“79474 Kasandra G M Jan 15, 2024 Completed
$0.00 Unknown“

In the PMS settings > WooCommerce Subscriptions I have both options checked “Activate product subscriptions” and “Synchronize billing details.”

I’m not sure what else could be wrong.

Under WooCommerce orders, it just says completed for $0.00 but doesn’t attempt the recurring transaction after the 7-day trial is over. It’s like PMS doesn’t even attempt to bill them when the recurring payment is supposed to be made. Below are screenshots:

The recurring payment was supposed to take place on January 22 after the trial but nothing at all happened:

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-24-11_24_54-Your-The-School-of-Growth-Hacking-order-is-now-complete-magnumpromos@gmail.com_.png

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-24-11_28_23-Edit-order-Order-–-January-15-2024-@-02_00-AM-?-The-School-of-Growth-Hacking-.png

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-24-11_28_32-Edit-order-Order-–-January-15-2024-@-02_00-AM-?-The-School-of-Growth-Hacking-.png

Hi @dandanflood,

As stated above, when it comes to this WooCommerce integration that we have, you’re selling those WooCommerce Products/Subscriptions through the WooCommerce Checkout page (and their Shop) while using one of the payment gateways from WooCommerce and not ours. So you need to make sure that the WooCommerce product/subscription you’ve created (inside WooCommerce) has the correct price added to it since our plugin (PMS) can’t influence the price or anything else (like the payments) when it comes to the orders that are made within WooCommerce. But let’s try to see how you’ve added the price for that WooCommerce Product you have this issue with. For this:

1. Please go to your site’s Dashboard -> Products -> click on the Product you have this issue with -> and from the WooCommerce General tab, please send a screenshot where all the information from there can be seen (especially the price). And just to have a better picture in mind, also send a full screenshot from that product page (to also see what type of product/subscription it is).

2. Also from that product you have this issue with please share a screenshot of how you’ve added a free trial to it. I’m asking this since with our plugin (PMS) it is not possible to add free trials to WooCommerce Products/Subscriptions.

In the PMS settings > WooCommerce Subscriptions I have both options checked “Activate product subscriptions” and “Synchronize billing details.”

-> This setting doesn’t have to do anything with the payment details. The “Synchronize billing details” setting only synchronizes the user billing data between WooCommerce and Paid Member Subscriptions (data like First Name, Last Name, etc.). So again both of these settings don’t influence the price that the user pays in WooCommerce (for the WooCommerce product/subscription that they purchased).
?
?
Note: Regarding your latest message, I’m again mentioning this since it’s really important. In this case, WooCommerce or?the specific WooCommerce plugin that was used for the free trial (or the payment gateway from WooCommerce that was used to make the purchase) should make this payment after the free trial period ended, and not our plugin (PMS). As I said, with this integration, we only attach a PMS plan to a?WooCommerce Product/Subscription, but then everything that is related to that WooCommerce product/subscription, like the: purchase/payment/recurring payment will be handled by the WooCommerce plugin and not our plugin. So if the payment for the WooCommerce Subscription/Product is completed (the payment is received) then the PMS plan attached to that subscription will also be activated. So to rephrase this, we only change the status of the PMS subscription plan (like: Active, Expired, Canceled, etc), depending on how the order and the payments from WooCommerce are processed since they are handling the Checkout and the Payments in this case.

That’s why I suggested in my first message to contact WooCommerce support (or the support of the payment gateway that was used) to check this issue since this is a payment issue with the order that was made through their Checkout page.

Best regards,

1. The product is here: https://schoolofgrowthhacking.com/product/elite-membership/
   I also created a test page for $1 using PMS here: https://schoolofgrowthhacking.com/product/school-of-growth-hacking-elite-level-membership-test-version/
   I signed up and the order completed, but I didn’t receive any payment processing or even a receipt.
   
   Here’s a screenshot of the tab inside the subscription panel: https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-24-14_13_36-Edit-product-School-of-Growth-Hacking-Elite-Level-Membership-Free-7-Day-Trial.png
   
   You can also see the trial added to the plan.
   
   I contacted WooCommerce support and they sent the following. Again, normal products with Woocommerce are able to be paid for. It’s just the subscriptions that don’t go through.
   
   
2. Happy Bot?(Woo)
3. Jan 23, 2024, 13:21 UTC
4. Hi Danny,
5. Thanks for reaching out to Woo Support! I’m sorry to hear that you’re experiencing difficulties integrating Paid Member Subscriptions with?WooCommerce. Let’s see if we can get this sorted out for you.
6. To troubleshoot the issue with payments not going through for subscriptions, here are a few steps you can take:
7. Ensure that you have the latest versions of WooCommerce and Paid Member Subscriptions installed. Keeping your plugins up to date is important for compatibility and bug fixes.
8. Check your WooCommerce System Status to see if there are any plugin updates or other important information that may require your attention. You can find this by going to WooCommerce > System Status.
9. Rule out a plugin conflict by temporarily deactivating all plugins except WooCommerce, Paid Member Subscriptions, and any other essential plugins. If the issue is resolved, you can then reactivate the plugins one by one to identify the one causing the conflict.
10. Rule out a theme conflict by activating a default WordPress theme such as Storefront or Twenty Fourteen. If the issue doesn’t occur with the default theme, please reach out to your theme author for further assistance.
11. Make sure that the settings in Paid Member Subscriptions are correctly configured. In the PMS settings > WooCommerce Subscriptions, ensure that both “Activate product subscriptions” and “Synchronize billing details” options are checked.
12. Review the Frequently Asked Questions for Paid Member Subscriptions to see if there are any known issues or solutions related to your problem. You can find the FAQ here: Paid Member Subscriptions FAQ
13. If you’ve followed these steps and the issue persists, I recommend reaching out to the support team for Paid Member Subscriptions. They will have more specific knowledge about their plugin and can provide further assistance.
14. I hope that helps! If you have any additional questions or my answer wasn’t helpful, please respond to this email.
15. – Your Friendly Woo AI Support Assistant

?In the previous message, you showed that you also encountered this issue with the product that costs 299$ (not just with the one that costs 1$). Now to see if there is any difference between the product you said it works with and the other you said it doesn’t, could you please provide the URL of the product you said that everything is working fine with?
?
?For example, I found this product:?https://schoolofgrowthhacking.com/product/strategy-and-lead-generation-masterclass/, is this a product that works correctly?

Here’s the information from the order, it says $0.00 was completed successfully, but after the 7-day trial no billing or payment is even attempted:

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-26-13_22_01-Edit-order-Order-–-January-18-2024-@-08_18-PM-?-The-School-of-Growth-Hacking-.png

@dandanflood Please do not offer to login onto your site backend.
This is forums guidelines violation.

Okay I wrote a reply but the support moderator deleted it and the original message is lost. I said that yes all of my normal Woocommerce orders are processing fine: https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/2024-01-26-13_11_25-Orders-?-The-School-of-Growth-Hacking-—-WordPress.png

It’s only the PMS orders which have not been billed at all.

Okay, there is a misunderstanding here, the “product” you have this issue with it’s a WooCommerce Subscription (and not a standard Woo Product) and the other products you said everything is working fine with are normal WooCommerce Products. Let me explain:

1. All the subscription informations you see in this screenshot: https://snipboard.io/oFeEI7.jpg (“screenshot1”) are created with the WooCommerce Subscriptions plugin (which I assume you have active on your site) and not our plugin Paid Member Subscriptions. A simple test to see that this is the case will be to briefly disable our plugin: Paid Member Subscriptions, you will see that even with our plugin disabled, that subscription information and functionality will still be available on that product (since it’s created with the WooCommerce Subscriptions plugin).

2. With our plugin (Paid Member Subscriptions), you can see in the following screenshot: https://snipboard.io/P4aBjH.jpg (“screenshot2”) that you can attach a PMS plan to any WooCommerce Product or Subscription by clicking on that tab and selecting your PMS plan. But as I said with our integration you will be able to just attach a PMS plan to a WooCommerce Product or Subscription (a WooCommerce Subscription is necessary in order for the PMS plan to be automatically recurring, as explained here), but then everything that is related to the payment of that WooCommerce Product/Subscription will be handled by WooCommerce and not us.

3. In WooCommerce there are 2 major product types (that are different). One is a normal product, which is this: https://schoolofgrowthhacking.com/product/strategy-and-lead-generation-masterclass/, and you said everything is working fine, and the other type is a WooCommerce Subscription, which can be created only when you also have the WooCommerce Subscriptions plugin active. Please check the following screenshot: https://snipboard.io/zKy6A7.jpg (“screenshot3”), you can see that for the product you said you have this issue it says under Product data -> Simple Subscription, but most likely with the other products that everything works fine with, under Product data, you have something different, I assume something like Simple Product, or Variable Product (but something with a Product and not Subscription). I’m again saying this, but converting a WooCommerce Product into a WooCommerce Subscription is possible with the WooCommerce Subscriptions plugin (and not our plugin).

Because of the above, you will see that the issue is not related to our plugin (PMS) and it’s related to the WooCommerce Subscriptions plugin/functionality. In this situation, I would suggest contacting the WooCommerce Subscriptions plugin support and asking them about this issue, since again all the specific subscription information you’ve added to those products/subscriptions (like the free trial) are created with their plugin and not ours.

Note: I want to mention that I’ve also tested on my WP Instnace, and in my case, I attached a PMS subscription plan to a WooCommerce Subscription and not a Product (like it’s in your case with the issue), and in my situation, everything worked correctly. This implies that most likely the issue comes from something else. For example, a simple test that you can do is to create a new WooCommerce Subscription, exactly like the subscription/”product” you have this issue, making sure all the settings are the same (exact free trial, price, making sure under Product data it says “Simple subscription”), but now, don’t attach any PMS plan to it (as shown in “screenshot2”, make sure there it says “None”). You will see that most likely the same issue will occur again.

Best regards,

Hello, I do not have WooCommerce subscriptions plugin (or any other plugin installed other than Paid Member Subscriptions): https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-121226.png

I’m sorry but I’m horribly confused and I don’t think I’m any closer to figuring out this issue. As you can see, the only subscription I have setup is in Paid Member Subscriptions:

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-122114.png

There is no use in contacting Woocommerce subscription support, because I’m not using their plugin, I’m only using PMS.

So what could be wrong? I’m happy to give access if you want to have a closer look.

I have set up the subscription properly in the product page (using PMS plugin), see below. Again, I am not using Woocommerce Subscriptions at all, so it would be a waste of time trying to contact them.

Subscriptions set up in product page:
https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-122333.png

https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-122340.png

Have you briefly deactivated the Paid Member Subscriptions plugin? I’m asking this because all the subscription information that you see in this screenshot is not created with our plugin (PMS): https://snipboard.io/MTLYc1.jpg. You will see that if you deactivate our plugin, that subscription information will still remain on that product.

Now, I was aware that only the WooCommerce Subscriptions plugin could create subscriptions out of normal WooCommerce products, but it seems this might not be the case (maybe there are also other WooCommerce plugins that have this functionality).

After you disable the PMS plugin, and you see that information still appears there, I would suggest checking what other WooCommerce plugin that you have active on your site adds that subscription information to your products, like the free trial, and most importantly that under Product data it says “Simple Subscription” (again with PMS, our plugin, you can’t transform a WooCommerce Product into a Subscription)

Note 1: If you want you can test this by birefly disabling one by one the extra WooCommerce plugins to see what is the plugin that creates those subscription functionalities. But I would strongly suggest doing this on a staging/testing site first and doing a backup of your site before proceeding.

Note 2: Maybe the plugin that creates those subscription information doesn’t even have WooCommerce in its name. But as I said, while only using our plugin, PMS, it is not possible to turn a normal WooCommerce Product into a WooCommerce Subscription (to have under Product data -> “Simple Subscription”).

Best regards,

Okay thank you for clearing that. I thought I was using your plugin because that’s the only subscription plugin I have. Also, when I click on the Paid Member Subscriptions dashboard in WordPress, it says “12 memberships.” So these customers clearly came through the plugin. I’m so confused.

Here’s a screenshot from Paid Member Subscriptions. You can see the members are registered for the correct product: https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-183654.png

As you can see, there are memberships, but nothing under payments: https://schoolofgrowthhacking.com/wp-content/uploads/2024/01/Screenshot-2024-01-30-183958.png

I just want the payments to be processed after the 7-day trial on this page: https://schoolofgrowthhacking.com/product/elite-membership/

So to sum up: The screenshot I sent you before was not paid member subscriptions. But I am using the plugin, and the members are being registered in PMS. They are getting membership access. But I have no idea how to bill them, with or without the trial.

Okay, I’m glad to hear that part of the conversion is cleared, as you can see our plugin doesn’t add any subscription functionality like the free trial functionality you’ve mentioned for the WooCommerce Products.

Now, I will mention again what I’ve mentioned in one of my first messages. With the integration that we have with WooCommerce we only attach a PMS plan to a WooCommerce Product/Subscription, but then everything that comes after that will be handled by WooCommerce and not us, this also includes the payments. This happens because the WooCommerce Product/Subscription (that has our plan attached to it) is sold through the WooCommerce Checkout page while using one of the available WooCommerce payment gateways.

So that’s why those members also appear in the PMS -> Members page because they tried to purchase a WooCommerce Product/Subscription that also had a PMS plan attached to it (so the specific PMS logs appear there). And no members appear in the PMS -> Payments page because as stated above when you use this Woo integration we don’t handle the payments. In this case, the payments are handled by WooCommerce or more precisely by the plugin that allowed you to convert that WooCommerce Product into a WooCommerce Subscription (that allowed you to put in Product data -> “Simple Subscription”).

So for what you’re trying to achieve “I just want the payments to be processed after the 7-day trial on this page: https://schoolofgrowthhacking.com/product/elite-membership/“, since this is a payment related issue, you will need to contact the Support of the plugin that allowed you convert that WooCommerce Product into a WooCommerce Subscription. Again, this conversion allows you to create a subscription within WooCommerce, (and the payment of this subscription) is handled by a different plugin and not PMS. You will need to find out what plugin allowed you to create that WooCommerce Subscription and contact them about this payment issue (that the users are not charged after the free trial period has ended).

Note: As stated in our?documentation?regarding this integration, if you wish the PMS plan that is attached to the?WooCommerce Subscription?to also be automatically renewed (to be activated, every time the user renews their?WooCommerce Subscription, so that it doesn’t just expire at some point), then when we designed this integration we implemented this in mind with the?WooCommerce Subscriptions?plugin (and not other Woo subscription plugins). So we can’t guarantee that the status of the PMS plan will work with other WooCommerce plugins except for the WooCommerce Subscriptions?plugin (that the status will be put on “Active” every time there is a new payment in WooCommerce). But still, this was just a side note, on the status activation for our PMS plan (that is attached to the Woo Subscriptions), but even in the case of the?WooCommerce Subscriptions?plugin, still, anything that is related to the payment of the actual?WooCommerce Product/Subscription?will be handled by the WooCommerce plugin and?not?us.

Note 2: Also a side note, but I also want to mention that you can also attach a PMS plan to a normal WooCommerce Product, for example:?https://schoolofgrowthhacking.com/product/strategy-and-lead-generation-masterclass/. But since this is a normal WooCommerce Product (where only a single payment will be made), then the PMS subscription plan that is attached to it will?expire?at some point, based on the “Duration” setting you’ve set to the PMS plan (Paid Member Subscriptions -> Subscription Plans -> click on the subscription plan -> “Duration” setting). You can read more about this specific case when you’re attaching our plans to normal?WooCommerce Products?(and?not?WooCommerce Subscriptions like the above)?here.