Stripe error cancelling subscription

  • Resolved hellofit

    (@hellofit)


    6 years, 11 months ago

    Hello.

    I cannot figure out why I keep getting an error when customers cancel their membership.

    There was an error canceling the subscription for user with ID=90. You will want to check your payment gateway to see if their subscription is still active.

    Error: Could not cancel old subscription.

    The webhook is set so there shouldn’t be an issue right?

    I contacted stripe as they said:

    ‘Would you mind if I ask you, are you using a Plugin? It sounds like this error is not coming from our end. I’d recommend to reach out to your Plugin’s support team. They’ll definitely be able to get this sorted for you.’

    Please help.

    hellofit.co.uk

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author Andrew Lima

    (@andrewza)

    Hi there,

    Thank you for using Paid Memberships Pro, I’m really sorry for the issue you are facing here.

    We are working on trying to reproduce this issue as it’s only happening to a couple of users and not all that are using Stripe.

    Do you notice any commonality between users that are struggling to cancel? Were these users imported using CSV. Any more information that you may have might be helpful to us from recreating the issue.

    Thank you for your patience, and I’m really sorry for the inconvenience caused.

    Plugin Author Andrew Lima

    (@andrewza)

    Could you please have a look inside Stripe and ensure that the users’ exist in your Stripe account and have an active subscription?

    Was anything changed recently (in the past couple months) regarding Stripe or changing from another payment gateway or Stripe keys?

    Thread Starter hellofit

    (@hellofit)

    Hello. Thanks for the reply.

    No commonality I can see, this happens on two accounts I have for two separate businesses using PMPro. if I cancel or the user cancels the membership the error occurs. I cancel the membership through stripe and get multiple error emails and one cancellation info email. Users were not imported. Some only recently created.

    All have active subs, nothing has been changed to my knowledge either.

    Plugin Author Andrew Lima

    (@andrewza)

    Thanks for this @hellofit, are you still experiencing issues with this? It is definitely an issue with the Stripe payment gateway.

    Paid Memberships Pro has had an update since last we spoke.

    Thank you for your patience regarding this.

    I’m also experiencing this issue.

    The last occurrence was on January 12, 2018.

    There was an error canceling the subscription for user with ID=186. You will want to check your payment gateway to see if their subscription is still active.
    Error: Could not cancel old subscription.

    This was using PMP 1.9.4.3

    Plugin Author Andrew Lima

    (@andrewza)

    Thanks for the feedback @pyramidion, sorry for only getting to you now.

    Do you have any more details we can work from, such as any commonality between the user’s that are unable to cancel?

    That error sounds like that the user maybe doesn’t exist on your Stripe account, such as the user had canceled through Stripe and not your site?

    Please let me know if you have any more information with this by opening a new support thread so we may work through this with you to come to a solution.

    Thank you for your patience.

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