Subscription error
Amrayu78
A user reported this error; his username is shaunkok; https://drama-otaku.com/profile/?section=spyglass&selected_user_id=20013
I was being downgraded to the free tier, despite clearly having an active subscription. I had a payment issue earlier on (and so, I renewed that subscription manually later - and the manual renewal does go through). (Just that I am not paying via the email)
FYI, I have an active subscription, yet is still being downgraded to the free tier for some reason.
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Please check on this too:
Shaun: Also, during the initial failure, I do not see the link to direct me to pay (on the email), resulting me on manually finding the links on the DO website and then resubscribe it
Shaun: When I received the email on prompting me to pay, I already paid that manually (so I ignored that)
Can you check if he indeed has an active subscription?
Thanks.
Amrayu78
Max Romanchenko can you check this and let us know how to resolve it?
Max Romanchenko
Amrayu78 I'm looking into it.
Max Romanchenko
Hi Duong, checked shaunkok. He does have an active subscription (Swabby, #971), so he was right. The old failed renewal from 13 July got auto cancelled and dropped his role to Free by mistake, even though he already resubscribed. That was a bug. I set his role back to Swabby, added notes in his role history, and fixed the code so an active subscriber cannot be downgraded like this again. I also added a payment link to the failed payment email and stopped the reminder emails when a user already has an active subscription.
Nothing needed from Shaun.
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Hi Shaun, quick update. Your subscription is active and your paid access is back. The downgrade was a bug. Our system chased the old failed renewal even though you already signed up again. It is fixed now. I also added a payment link to the failed payment email, and those reminder emails will not be sent when you have an active subscription. Sorry for the trouble. Nothing needed on your side.