Unpaid renewals not cancelling

Hi Sharon,

Thank you for using Paid Memberships Pro.

Once Stripe cancels the customer’s subscriptions, this should send a request via Stripe Webhooks to your website which will then cancel the user’s membership level.

Can you confirm your Stripe webhook is setup correctly, you may view the setup guide here – https://www.paidmembershipspro.com/gateway/stripe/#tab-gateway-setup

Please let me know if this was already setup correctly.

Hi there. Just confirming that our WebHook URL matches what’s in stripe.com, and that we do have those 4 actions enabled. I’m not sure what to do at this point, but I am happy to take any suggestions you may have. Thank you.

Thanks for the feedback, could you please look into your webhook history/log and see if any webhooks are not successful?

Can you confirm that the customer’s subscription has been cancelled (not suspended) in Stripe?

This may help tell us why it’s failing to cancel the user’s membership.

Hi there. Thanks so much for replying. I reached out to our treasurer and got this feedback:

The customer’s subscription shows as “cancelled” in Stripe. It shows as “Past due” until the final 4th recurring payment attempt is tried, then it shows “cancelled” under the subscription and “Failed” next to the payment.

Hi there. Just checking in.

@andrewza, Hi. Any advice? Thanks.

Hi @shpemu

What version of Paid Memberships Pro are you using?

This documentation may help figure out if your webhooks are being sent to your site correctly or not – https://www.paidmembershipspro.com/debug-ipn-webhook-activity-integrated-gateways/

Paid Memberships Pro relies on Stripe to send webhooks to remove the user’s membership level when the payment is failed at the gateway.

Thanks for the info. We’re using v 2.5.7. I’ll look into the link you sent. Greatly appreciated. ??

My understanding is that when a user’s membership expires and Stripe is unable to complete the payment, the membership level is not being removed. Is there something I need to have set up at the WP site to make sure this behaves properly?

I turned on debugging, and this is the kind of information I’m getting:

Logged On: 05/11/2021 11:51:52
Couldn’t find the original subscription.
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I have no idea which account this is related to, and there’s no more info available. Can you help?

I received a different message yesterday:

Logged On: 05/30/2021 18:18:41
Stripe tells us a subscription is deleted, but we could not find the order for that subscription. Could be a subscription managed by a different app or plugin. Event ID #(removed).
————-

How is your plugin syncing with Stripe? It can’t find the subscription because something isn’t lining up. If this is the case, I thought it would deactivate the user’s subscription then, but it doesn’t.

• This reply was modified 3 years, 9 months ago by Sharon.

I’m still not understanding why this isn’t working. I’m now seeing these messages with no action seeking to be taken in the website:

Logged On: 06/13/2021 16:30:44
Could not find the related subscription for event with ID #evt_xxxx. Customer ID #cus_xxxx.
————-

Hello? I’m still needing some assistance with this. I’m getting messages that make no sense to me. Here is the latest:

Logged On: 06/25/2021 16:32:26
Could not find the related subscription for event with ID #XXXXXX. Customer ID #XXXXXX.
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@andrewza please assist.

@andrewza Hello???? Can anyone assist on this issue? I still have emails coming in from the debug setting I’ve turned on within wp-config.php, but I have no way of troubleshooting what I’m seeing.