Plan change prorate on a canceled subscription is not allowed. Reactivate first.

Dan Kamins's Avatar

Dan Kamins

18 Apr, 2011 10:15 PM

We are seeing a new error in our logs: "Plan change prorate on a canceled subscription is not allowed. Reactivate first."
We believe this is triggered somehow by users trying to make a payment to activate their cancelled subscriptions.

Here are a few examples from the CG errog log:

04/18/2011 14:53:43 765922 401 Plan change prorate on a canceled subscription is not allowed. Reactivate first.

04/13/2011 15:36:20 742304 401 Plan change prorate on a canceled subscription is not allowed. Reactivate first.

Can you please explain what this means, what causes it, and what we can do about it?

Thank you.

  1. Support Staff 1 Posted by Marc Guyer on 18 Apr, 2011 10:45 PM

    Marc Guyer's Avatar

    Hi Dan -- It looks like you might have found a bug there.

    We had a bug a while back (which you guys brought to our attention) which caused some issues when a prorated plan change occurred on a canceled subscription. That's effectively two actions in one request: 1) a subscription reactivation, and 2) a prorated plan change. Each of the actions require a credit card transaction. The reactivation transaction could succeed and the plan change transaction could fail. Icky.

    We solved it by honoring the reactivation portion of the action even if the plan change transaction was declined.

    Our current theory is that since both of the log entries you reference show a plan change from a free plan to a paid plan (instead of paid to paid), the improvement we developed isn't catching it.

    We'll test that suspicion soon. In the meantime, there is a workaround if you want to hear it.

  2. Support Staff 2 Posted by Marc Guyer on 19 Apr, 2011 10:29 PM

    Marc Guyer's Avatar

    Yup. That was it. We've just deployed a patch. You shouldn't see that error anymore.

  3. Marc Guyer closed this discussion on 19 Apr, 2011 10:29 PM.

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