Hi @razel16dcm – thanks for reaching out! I understand that you’re seeing customers being charged for old orders, as if on subscription, even while there are no subscription plugins active on the site.
While that certainly is peculiar, it’s not unheard of. There are circumstances in which this could happen, all of which involves having used a subscriptions plugin in the past:
- The subscription is managed by the payment gateway. The old PayPal Standard used to do this, and some plugins offer similar functionality for Stripe as well, where the re-billing is handled by the payment gateway, as opposed to the site itself. In such cases, the re-billing is initiated by the payment gateway, and the site is only notified to record the event. Solution: log into the payment gateway, and cancel the subscription from within the payment gateway’s admin panel.
- An old staging site exists and somehow initiated the billing. We’ve seen instances where sites were decommissioned and thought to be destroyed, only to come to life again and start re-billing customers. Solution: either find the phantom site, log in, and disable the subscriptions. If that’s not an option, log into the payment gateway and delete or reset the API credentials, so the site no longer has permission to use the payment gateway.
Do either of the above scenarios sound plausible? Failing the above, the best step would be to reach out to the payment gateway that’s processing the payments, and talk to their support about how to prevent it from happening again.
