Subscriptions set to Manual renewal & On Hold after renewing

[mennobouma]

Hoi Mollie,

Ik draai de Woocommerce Subscriptions plugin i.c.m. met Mollie recurring payments. Als een betaling wordt gedaan via de plugin dan komt het lidmaatschap op Manual renewal te staan i.p.v. Automatic renewal. Hierdoor gingen na 1 maand al mijn nieuwe lidmaatschappen op On hold waardoor er niets geïncasseerd is in april. Ik moest alle lidmaatschappen handmatig opnieuw activeren. Enig idee hoe de betalingen automatisch naar een Automatic renewal worden gezet?

Groet, Menno

[adriaanmol]

A partner built the WooCommerce Subscription implementation, but they don't seem to be able to deliver us any good support.

We therefor need a bit more time to look into this issue.

[mennobouma]

@adriaanmol Thanks for your fast response! Too bad that VanOns doesn't deliver good support on their plugin. Called VanOns a few minutes ago but they don't pick up. I just sent them a e-mail. Hope we get a solution on this, because it breaks down my complete business model.

[mennobouma]

@adriaanmol I had a conversation with Bas and Robert @ Van-Ons.nl; they say their plugin sets the membership to Manual renewal instead of Automatic renewal. This is not very handy, because we need to reactivate all memberships each month and i think that's not how memberships should work.. Can Mollie do something about this? Thanks :).

[davdebcom]

I'll look into this and get back to you today or tomorrow.

[mennobouma]

@davdebcom Thanks!

[davdebcom]

Fixed another issue with subscriptions and now looking into this.

[davdebcom]

the plugin sets the membership to Manual renewal instead of Automatic renewal

That's strange, in my test site, on first glance it does seem to set the subscriptions to automatic renewal and process them correctly. I'll need more information to troubleshoot this.

• What payment method was used for these subscriptions?
• What kind of products (simple subscriptions or variabel subscriptions?
• Can I get a screenshot of your Subscription settings in WooCommerce > Settings > Subscriptions?
• Would you mind sharing your logs from the first renewal day (WooCommerce > System > Status > Logs)
• Sometimes you refer to Memberships, are you using WooCommerce Memberships or did you mean Subscriptions instead?

It might be easier if I can review your site and settings with a temporary account, is that an option?

[jhhuisman]

Dear Menno and Davdebcom,

I hope it is okay if I jump in. I experience the exact same problem as Menno. Our first 5/6 subscriptions signed up (early) March. Then in April things went wrong. The subscriptions were put on hold and the subscription and the payment method is set on manual. SEPA incasso was started for these orders and eventually got through. I had to reactivate these subscriptions myself. Then in May no SEPA was started at all and the subscriptions got put on hold once again.

For newer subscriptions things seem to be going fine. Users that registered (later) in April have the payment method of iDEAL and for these a SEPA incasso was started in May after a month.

So only the first subscriptions seem to be messed up. We would like to fix and correct these and also get the lost payments. I have no problem giving you access to have a look at all the logs.

[davdebcom]

@jhhuisman Hmm, interesting. Please email me on david@paytium.nl.

[mennobouma]

@davdebcom

• All my clients use iDEAL at the first payment
• it's about simple subscriptions
• see attachment. The checkbox was off before things went wrong.
• will e-mail you a login to see it
• sorry it's about Subscriptions. Memberships is not installed at this moment.

Thanks.

[jhhuisman]

@davdebcom and @mennobouma I have looked into these issues today and I have managed to fix these subscriptions with problems.

I looked into these subscriptions and compared them to newer subscriptions without any problems. These broken subscriptions were set to manual through meta data of the subscriptions:

1. These broken subscriptions had: _requires_manual_renewal set to true instead of false (post meta)
2. _payment_method_title was empty instead of mollie_wc_gateway_ideal
3. _payment_method_title was empty instead of iDEAL

I fixed these broken subscriptions with the quick fix code in functions.php. Note it is a quick fix for my situation and works just with subscriptions with initial iDEAL payments.

<?php

if( $_GET['fix'] ) {
	add_action('init','fix_broken_subscription');
}

// Quick fix function to fix broken subscriptions
function fix_broken_subscription() {

	$broken_subs = array(605, 617, 628, 635, 962, 1155); // subscription id's of broken subscriptions

	foreach( $broken_subs as $sub ) {
		fix_subscription( $sub );
	}

}

function fix_subscription( $subid ) {

	update_post_meta( $subid, '_requires_manual_renewal', 'false' );
	update_post_meta( $subid, '_payment_method', 'mollie_wc_gateway_ideal' );
	update_post_meta( $subid, '_payment_method_title', 'iDEAL' );

	print "$subid fixed";

}

The script gets executed when you go to http://www.yoursite.com?fix=yes
Now the subscriptions are on automatic renewal again and SEPA seems to work fine again.

I suspect these problems started when Mollie had some early issues with recurring payments. Mollie used to send back the status of SEPA after 10 business days and Woocommerce (subscriptions) had a timeout earlier than that. The orders then got cancelled and the subscriptions possibly got set to manual at that point. This is what I suspect, but I am not sure.

[mennobouma]

@jhhuisman Thankyou, i will make a backup and then try your script. I hope Mollie / @davdebcom comes up with a plugin update to solve this issue.

[davdebcom]

@mennobouma Please hold on, I'm working on your site now.
@jhhuisman Thanks, I'll research that.

[davdebcom]

Quick update: I'm building a tool that will be in WooCommerce > System Status > Tools that does the same as @jhhuisman 's tool, but with a bit more checks.

• Checks subscriptions which are set to manual renewal and have a status of "On-Hold".
• Checks if a customer has a valid mandate at Mollie (so automatic recurring payments will actually work in the future).
• Sets the correct payment method (not just iDEAL by default, but also credit card)
• It will check all subscriptions (you don't need to know the ID).

The tool can be used to fix old subscriptions, but also in the future to just do a health check of subscriptions that are 'On-Hold'.

[mennobouma]

Hi David,

Big thanks to you working on this tool. Glad to know you can help us solve this issue. Does the tool runs itself or do we need to run it each month manually? Does it set the new subscriptions to automatic renewal? That's the most important thing here.

[davdebcom]

@jhhuisman In your script you don't set the subscription status to 'active' it stays on 'on-hold'. Or did you do that manually? Before or after running the script?

[davdebcom]

@mennobouma

Does the tool runs itself or do we need to run it each month manually?

It's manual, but I think you should only do this once or in very rare cases. New subscriptions should automatically be "good" and the discovered issue shouldn't happen anymore, because Mollie now processes SEPA Direct Debit faster.

That's the most important thing here.

In your first message you describe that new subscriptions were set to manual. Are you 100% sure this is the case (I couldn't reproduce this), didn't they start as automatic and then got set to manual as described in the last paragraph here?

[mennobouma]

@davdebcom Alright that's cool. Yes i also think this causes the issue:

I suspect these problems started when Mollie had some early issues with recurring payments. Mollie used to send back the status of SEPA after 10 business days and Woocommerce (subscriptions) had a timeout earlier than that. The orders then got cancelled and the subscriptions possibly got set to manual at that point. This is what I suspect, but I am not sure.

Robert @ Van-Ons.nl also mentioned this.

PS. Does the tool also runs the latest missing payments? Or do i need to send them a invoice manually?

[davdebcom]

Yes, I also think that's the cause. Shouldn't be possible anymore.

[davdebcom]

Hi all, finishing the tool, some documentation and details on this page:
https://github.com/mollie/WooCommerce/wiki/Mollie-Subscriptions-Status

Tool will be in the next update, including other bug fixed specific to subscriptions. I hope to release it within a week.

[mennobouma]

Hi @davdebcom, thanks for your great support and documentation. I would like to wait until you've tested it on my site. Just send me a mail when your changes are finished.

[davdebcom]

Release candidate that includes the tool:
https://github.com/mollie/WooCommerce/releases/tag/2.6.0-rc

[davdebcom]

@mennobouma @jhhuisman

I am no longer receiving reports about this, so assuming it's now fixed for new subscriptions and the tool is a help for those that need to update old subscriptions. Closing.

[cupcakedream]

I had this issue and found that the Subscription plugin actually went into "Staging" mode, and there's no option to turn it off. You can check to see if that's the case for you, under the WooCommerce system report. The plugin developer has a couple of plugins that allow you to disable the mode entirely or for specific orders.

https://github.com/Prospress/woocommerce-subscriptions-upstage
https://github.com/Prospress/woocommerce-subscriptions-backstage

[davdebcom]

Yes, I have a FAQ item that explains that:
https://github.com/mollie/WooCommerce/wiki/Common-issues#issues-on-stagingtest-sites