Yearly subscription not attempting to renew

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Mixify Sales

13 Dec, 2013 08:45 PM

Just got a message from a user whose yearly account got cancelled upon renewal, however upon looking at his account I saw that there was no attempt to renew his account and that the invoice was neither approved or declined. I then try running the invoice manually but couldn't because it said the preapproval couldn't be used before or after the time window or something to that extent. Help?

  1. 1 Posted by Mixify Sales on 13 Dec, 2013 08:55 PM

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    This issue is particularly alarming as I believe it to the be the first yearly subscriber we ever had, therefore if this issue is persistent for all then we'll have a major problem on our hands as renewals come through.

  2. Support Staff 2 Posted by Marc Guyer on 13 Dec, 2013 10:47 PM

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    Hi Mike -- That's due to the PayPal Preapproval term. When that customer was initially subscribed to the annual plan, PayPal's default 1 year limit was in effect. We have since convinced PayPal to increase that limit to 3 years but existing preapprovals activated prior to that will still be on the 1 year limit. You can see upcoming annual bills like so:

    You've got one coming today: The preapproval is only good until the end of today, UTC. I've already adjusted that one to fit in under the preapproval limit.

    All of the subsequent subscriptions appear to be under the 3 year limit.

  3. 3 Posted by david on 13 Dec, 2013 10:57 PM

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    Marc – I am getting real nervous about the # of subscription issues we are having…


    David Moricca | Founder & CEO | Mixify <> | 917.696.5207

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  4. Jess Pendley closed this discussion on 16 Dec, 2013 04:59 PM.

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