I have recently started our 2019 directory renewal memberships. I have run into a new and not consistent problem. The first few times, I just assumed it was user error, but it seems to be much more frequent now with more members renewing. This is our 4th year doing renewals with this plugin and this has not ever being an issue.
When some of my members click on the renewal link in the email sent through the site for their listing, they see a receipt instead of the option to pay. Except there seems to be some sort of renew button, and some have told me they have clicked on a button to renew, but no payment history is logged. Others who have gone back to the email and clicked the link a second time, have been taken to the correct payment page to select the membership fee and get processed on to Paypal.
I have a some who have paid, many who have logged in and believe they have paid. (I have Sucuri login notifications, so I can see their activity)
Some see the option to pay immediately and pay and all is well.
Some of the members have a blue renewal button on their listing and others don’t. But I don’t think it does anything, but send a “Member has renewed” email. Making it look like they paid, but there is nothing in payment history.
Any ideas on what is causing this?
Thank you for your time.
Sorry to hear about this. What version of WP, PayPal module and BD plugin do you have?
Have you noticed anything common between those users who are reporting issues, such as same fee plans or user roles etc.? Can you please send a screenshot showing what “receipt ” they get to see when they click on the renewal link? Also, were they logged in at the time of renewal?
Featured Levels – 5.0.3
Google Maps – 5.0.10
PayPal Gateway – 5.0.4
Enhanced Categories – 5.0
I believe they may be members who have previous paid online, but I am not sure if it is happening to all of them, since some are renewing without sharing any issues with me.
Thanks for this information. It sounds like you might have some sort of conflict at your hands. Here is an article about how to test for theme and plugin conflicts with Business Directory, which may help pinpoint the issue:
If that doesn’t tell anything, please contact us directly so we can investigate further. We need the following information:
– WP admin password
– WP login URL
– FTP username
– FTP password
– FTP servername/IP address
– Your WP and BD plugin version?
As I have done in the past, before sending out renewal emails, I changed the fee year 2018 to 2019. It was the same fee item from last year.
Is there something in the past year that was changed that could cause an issue that would require me to create a new fee for the new year so as to not conflict with the renewals?
Would creating a new fee with the same information – likely resolve the problems from what you know of your processing.
Unfortunately that is not a viable solution.
I don’t know why some listings have a blue renewal link with their listing and others don’t. And, the issue seems so inconsistent.
I can’t really ask the members to keep trying – as the problem only occurs the first time they click on the link.
So, I am not sure how to resolve. 🙁
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