Hi all.
We have more and more members complaining that Paypal started failing to charge them and thus their subscriptions are failing to renew.
Nothing I can do through the ACP seems to fix this and currently the only solution I could find was to manually extend the expiration date (losing us money in the meanwhile).
Anybody encountered something similar? Or does anyone from the IPS team have any input on the matter?

Have you changed your paypal payment method at any point? I ask as the agreement would have been with your own paypal account. So, if that method is deleted and recreated, or changed in any way, it would result in what you are seeing

Thanks, It wasn't on my account but the website owner's.
I doubt any changes were made but I'll check it and update here.

No problem. Please let us know

With PayPal Subscriptions, PayPal are completely in control of when any payments are taken from the customer. We've seen them be late in the past sometimes up until the next cycle) but they've been generally reliable recently.

You would need to contact them if they're taking too long to process a renewal.

Thanks Stuart, and yeah, that's what we up with while looking into the issue - That basically they have all the control over the billing process and we have none. That wouldn't have been a problem if they at least gave some info as to the reasons of the billing failing, but they don't really do that either...
Anyway, we're talking to them in order to get to bottom of this and get if figured out.

20 hours ago, Pavel Chernitsky said:

Thanks Stuart, and yeah, that's what we up with while looking into the issue - That basically they have all the control over the billing process and we have none. That wouldn't have been a problem if they at least gave some info as to the reasons of the billing failing, but they don't really do that either...
Anyway, we're talking to them in order to get to bottom of this and get if figured out.

Please let us know the outcome of that conversation. There may well be others who have had similar issues with them, of course.

Coming back to do the updating 🙂 

Looks like PayPal suddenly decided that the fact our company's registered name isn't the same as the website's address so they made us jump through some bureaucratic hoops proving we are who we claim we are (after having no issue with it whatsoever for more than a year 🤷‍♂️

Anyways, a few documents later (and literally zero confirmation from them) we got it fixed and are now swimming* in sweet sweet monies again. 

 

*the phrase "swimming in money" does not refer to actual moving through a body of water but instead refers to re-activating our few thousand dollar a year income 😂

Glad to see this resolved and thanks for sharing the reason, this might help others too.