Caedis Posted February 25, 2023 Share Posted February 25, 2023 We allow PayPal as one of our payment options and recently had a user cancel their subscription based product, but now they're no longer able to make any purchase of any kind. They aren't able to use any of the other payment options either and instead receive an error that payment cannot be completed or their account cannot make any live charges. The account wasn't ever voided for purchases and I'm not quite sure how I can re-enable purchases on their account? We've had users cancel their subscriptions before and there has never been a similar issue. Link to comment Share on other sites More sharing options...
Jim M Posted February 26, 2023 Share Posted February 26, 2023 We'd need to review what has happened here. Could you please let us know the user's display name or ID? Link to comment Share on other sites More sharing options...
Caedis Posted February 26, 2023 Author Share Posted February 26, 2023 6 hours ago, Jim M said: We'd need to review what has happened here. Could you please let us know the user's display name or ID? Sure! Their username on our site is Moan (I know it's kinda silly) Link to comment Share on other sites More sharing options...
Marc Stridgen Posted February 27, 2023 Share Posted February 27, 2023 Could you please also let us know exactly what they are trying to purchase, and the exact message they are getting when they attempt to do this? Link to comment Share on other sites More sharing options...
Caedis Posted February 28, 2023 Author Share Posted February 28, 2023 Sure! They're trying to purchase "elite" (it's our "VIP" subscription product) and a banner advertisement (we sell ad space as another subscription product). Both are on a monthly renewal basis. Here's the screenshots they've sent me: They receive either of these (it varies each time) whenever they attempt to make a purchase using any payment method available. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted February 28, 2023 Share Posted February 28, 2023 We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you. Link to comment Share on other sites More sharing options...
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