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Subscription Issues - by finleydesign - on WordPress WooCommerce support

This topic has 25 replies, 3 voices, and was last updated 2 years, 7 months ago ago by Rose Tyler

finleydesign

Participant

August 9, 2021 at 10:04

We have a client using the subscription plugin. Everything was working fine, however a customer had paused their weekly subscription for a few weeks.

When they clicked continue on their subscriptions, it started to create a new order and charged the customer every two hours (until the manager paused it)

I have checked the subscription and the product and everything is set to weekly

Logins in private

Please, contact administrator
for this information.

#298253 Copied Theme version: 8.03

24 Answers

Olga Barlow

Support staff

August 10, 2021 at 13:48

Hello,

Could you, please, tell me the order number of that subscription to check the activity log?

Regards

#298403 Copied

finleydesign

Participant

August 10, 2021 at 14:29

If you go into subscriptions or even the logs you can clearly see the orders which are hourly, all subscriptions are weekly, so it’s obvious which ones

#298411 Copied

finleydesign

Participant

August 11, 2021 at 10:50

Any update, we need to start the orders again, but fear this will start charging orders again every two hours

#298507 Copied

Olga Barlow

Support staff

August 12, 2021 at 09:12

Hello,

Subscription is bundled plugin but it’s a third-party pluginhttps://codecanyon.net/item/subscriptio-woocommerce-subscriptions/8754068 . We need to contact the plugin author to ask them to take a closer look at the mentioned issue. Could you, please, provide us with FTP access to your site? Do you allow me to share your details with the plugin author if they ask?

Regards

#298618 Copied

finleydesign

Participant

August 12, 2021 at 09:19

Really, taken 3 days to tell me this?? and yes they can use the details to look, FTP in private

Please contact administrator
for this information.

#298620 Copied

Olga Barlow

Support staff

August 12, 2021 at 16:56

Hello,

Thank you. We have submitted request to the plugin author. I’ll inform you about their reply.

Regards

#298697 Copied

Olga Barlow

Support staff

August 13, 2021 at 10:37

Hello,

We got the answer from the plugin support https://prnt.sc/1nx0e94

Please check in which state customer has the option Account for days subscription was paused
Such thing happens because of this option – any missed payments during the pause is then “catched up” after resuming.

Regards

#298756 Copied

finleydesign

Participant

August 13, 2021 at 11:28

Ok albeit that doesn’t make sense, why would someone want to pause other than to stop the subscription from occurring, so looking at the settings it doesn’t make any sense, what am I ticking etc

https://nimb.ws/us9LM5

If a customer wants to stop their subscription for a few weeks, then pausing won’t seem to work will it? or do i tick the count days section above, the English on these options don’t’ make sense to me

#298764 Copied

Olga Barlow

Support staff

August 13, 2021 at 12:15

Hello,

I’ll clarify this moment and send you the plugin author’s answer.

Regards

#298773 Copied

Olga Barlow

Support staff

August 13, 2021 at 12:24

Hello,

You need to enable that option https://prnt.sc/1nyjuou

“As you can see there is an explanation:
“Choose whether to extend the prepaid subscription term by the amount of days subscription was paused or suspended.”

So if this is checked, then the subscription will be extended on the paused interval, as if no payments were needed.
If not, then all missed payments should still be collected – it works just as pausing from regular payments, but doesn’t remove the need for user to pay the agreed amount later.”

Regards

#298774 Copied

finleydesign

Participant

August 16, 2021 at 17:00

Thank you, one other issue we are having, the Email Customizer is not applying the template to the subscription email, for when new subscription etc is being created, it only sends the default woocommerce version

It also happens on every email relating to subscriptions

#299025 Copied

Olga Barlow

Support staff

August 17, 2021 at 17:04

Hello,

You are welcome.
Create templates for the subscription emails https://prnt.sc/1q6hetv

Regards

#299103 Copied

finleydesign

Participant

August 17, 2021 at 17:10

Odd reply! Please read the ticket, the email templates we have created are not being used on any of the subscription emails, it only uses the woocommerce standard templates

#299106 Copied

Olga Barlow

Support staff

August 18, 2021 at 16:15

Hello,

Sorry for the misunderstanding. We checked the Subscriptio plugin code and found that plugin prevents using of custom templates. We contacted the plugin authors and asked them to improve the plugin code to allow using of the customized templates. Waiting for the plugin author reply.

Regards

#299211 Copied

finleydesign

Participant

August 27, 2021 at 09:46

Is there an update?

#300185 Copied

Rose Tyler

Support staff

August 27, 2021 at 10:27

Hello,

Not, yet, unfortunately.

Regards

#300191 Copied

finleydesign

Participant

August 27, 2021 at 13:36

Its been over a week, if you bundle this in within your themes, then you have to also take a certain level of speedy response to this, we can’t just blame third parties, they didn’t sell it to me, you did

#300219 Copied

Rose Tyler

Support staff

August 28, 2021 at 15:13

Hello,

Here is a reply from the plugin author:

Thank you for getting in touch!
Please check in which state customer has the option Account for days subscription was paused
Such thing happens because of this option – any missed payments during the pause is then “catched up” after resuming.

Regards

#300315 Copied

finleydesign

Participant

August 28, 2021 at 16:47

Your support us getting worse by the day, why have I waited a week to get a response to a prior issue, this has nothing to do with missed payments and to do with why the email templates isn’t being applied, do you actually read tickets?

#300318 Copied
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