renewal dates and expired memberships (subscriptions)

  • Resolved dbdermer

    (@dbdermer)


    2 weeks, 5 days ago

    We are currently using Paid Member Subscriptions, to manage memberships to our studio, and we’ve encountered some issues in the renewal process.

    1. When an expired member logs in to renew their subscription and pays for a renewal, the plug-in doesn’t seem to reference their existing/past expiration date when adding time. As a result, members receive extra days on their membership due to the renewal adding time from the date of payment, rather than previous expiration date. Staff then need to manually adjust the member’s dates. If unchecked, this leads to loss of revenue for our business, as the plug-in doesn’t have an option to renew from the previous date of expiration. For example, if a member waits a half a month past their subscription expiration date to renew, the plug-in increments from the purchase date of the renewal, which results in a loss of $80–$100 (value of half a month of membership to our studio) for the period they were active in our studio while membership was “expired”.
    2. We’ve also recently seen a case where a member renewed before her subscription expired, causing an inaccurate new expiration date generated by the plug-in; the member paid for 1 month on September 30, with an original expiration date of October 3. After the renewal, her new expiration date became October 31, meaning she lost days in her membership — new expiration date should have been Nov 3 (i.e., + 1 month from Oct 3).

    Could you advise on how we can configure the plug-in to factor in the existing subscription expiration date when adding time? We’d appreciate any guidance to help resolve this issue.

    Thank you,
    Jamie (general manager, Higher Fire)

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  • Plugin Support alexandrubodea

    (@alexandrubodea)

    Hi @dbdermer,

    When an expired member logs in to renew their subscription and pays for a renewal, the plug-in doesn’t seem to reference their existing/past expiration date when adding time. As a result, members receive extra days on their membership due to the renewal adding time from the date of payment, rather than previous expiration date. Staff then need to manually adjust the member’s dates. If unchecked, this leads to loss of revenue for our business, as the plug-in doesn’t have an option to renew from the previous date of expiration. For example, if a member waits a half a month past their subscription expiration date to renew, the plug-in increments from the purchase date of the renewal, which results in a loss of $80–$100 (value of half a month of membership to our studio) for the period they were active in our studio while membership was “expired”

    -> This functionality is intended. For manual renewals, the new expiration date will be based on the date when the user decides to renew back their subscription.

    Let’s say as an example that you have a subscription plan with a duration of 1 Month, and for a user, this subscription expired on the 1st of October. If the user decides to manually renew their subscription on the 15th of November, then the new expiration date for their membership will be the 15th of December, but in the period that the subscription expired (in this case from the 1st of October to the 15th of November) that user had their subscription status set to Expired, meaning that if you’ve set the PMS Content Restriction functionality on your site, then that user couldn’t view the restricted content (while the membership was expired).

    We’ve also recently seen a case where a member renewed before her subscription expired, causing an inaccurate new expiration date generated by the plug-in; the member paid for 1 month on September 30, with an original expiration date of October 3. After the renewal, her new expiration date became October 31, meaning she lost days in her membership — new expiration date should have been Nov 3 (i.e., + 1 month from Oct 3).

    -> In this case, normally if the user renews before the subscription expires, then the new expiration date will be based on the current expiration date + the duration of the plan.

    To start the investigation to see what happened, could you please go to your site’s Dashboard -> Plugins -> Installed Plugins -> and send a screenshot with everything you have installed related to Paid Member Subscriptions (make sure the plugin version can be seen)?

    You can use a site like https://snipboard.io/ to share the screenshot.

    Best regards,

Viewing 1 replies (of 1 total)
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