One of my users is running into a problem with his subscription. I don’t seem to have any tools in the admin area to assist him with this issue either.
The problem stems from his subscription being listed as “cancelled” via Stripe. This was due to payment not being able to be processed via a specific cc. It did not update his group status btw (after many months of non-payment) but that is not the primary issue. He has no way of updating his card info via his user cp, further when he tries to re-subscribe he is just given the page that says his subscription is ‘cancelled’ with no way of disassociating this subscription and starting anew. There are no apparent ways for me to update or refresh his billing status on Stripe (that I found). I was able to ‘remove’ his subscription/payment profile (on Stripe) in the hopes this would refresh the plugins data, but it did not. My admin page for the plugin shows his username id info and…
Which is the only cancel button that is greyed out for me. Obviously being able to remove the subscription from this page might fix the issue.
The only extenuating circumstance to this issue is that this user was also a Patreon supporter prior to being a Subscriptions plugin member, and although his Patreon is now ‘free’ status he still has the Patreon association listed on his user page. Just thought it was worth mentioning in case this is an odd-ball scenario.
I’ll take a look and see if I can replicate this issue locally first and see what I come up with as a fix. I may reach out via a PM if I need more details.
I think I’ve experienced exactly the same problem.
It seems impossible to revive a subscription after it has been cancelled, either via non-payment (as above), or via manual cancellation. I think that this is a limitation imposed by Stripe.
I’ve also noticed that my test user doesn’t seem to be able to set up a new subscription if they have a cancelled subscription in the system, which seems quite awkward.
If I go back to the subscription page as if I was a new subscriber I’m able to subscribe again for a plan that I have cancelled and is no longer active. But yes, there currently isn’t a way to re-subscribe from the billing page, you have to go to the regular subscription page again.
I went in and impersonated this user and he has no way to reach the normal subscription page. From the homepage if he clicks the subscribe menu link it takes him to his billing page and from the homepage support box (that shows the progress on how many users out of x total have signed up) that takes him to the subscriptions page but it says something about needing to go to the billings page, etc. So just a loop sadly.
It would seem a way to kill these corrupted or outdated associations with Stripe are needed. Also it would also be nice to remove any Patreon association (as an admin) that is no longer valid, just in case this were causing some confusion for the system as well.
Interesting… That’s not what I’m experiencing on my testing site:
If I already have a canceled subscription, then go to the home page, click subscribe, it is taking me back to the checkout page.
I wouldn’t think the Patreon stuff would have any conflicts with the subscription plugin. But ya something seems to be behaving a bit different on your site.
I’m able to replicate your issue on your site, but not on my testing sites. I think the issue may be related to your stripe webhook events. It’s likely you are missing the customer.subscription.deleted event.
Could you log into your stripe dashboard and check what events you have enabled for your webhook?
From you stripe dashboard, search for “webhooks”. Then click on the “Developers > Webhooks” result:
