Cancelling Annual Subscription Option Canceled All Annual Subscriptions

[Nemechek Navigator]

I need some help, please.

I run an educational membership site for parents with autistic children with monthly and annual membership options.  I wanted to eliminate the annual options so under Subscription Plan Settings, I toggled the "Allow Purchases?" option off and set the renewal option for annual plans to only be a monthly plan.

Since then, all users (annual subscribers) have been getting a message that the site is offline (see attached). They are able to regain access by manually resubscribing to our monthly plan, but I then I need to issue a prorated refund.  Most seeing this are probably thinking the site is simply down and are not inquiring about the issue.

In addition, my first attempt to eliminate the option to purchase an annual subscription plan only seems to affect new, first-time subscribers. Those with pre-existing annual plans are still being given the option to re-subscribe to the annual plan.

I need insight into:

1. How can we prevent everyone from being told the site is offline?

2. How to prevent prior annual subscribers from resubscribing?

Thanks in advance. - Pat

[Jim M]

This would mean that they are getting moved to a group which does not have access to that area of the site.

Did the user's subscription expire? Do you have an example user that is still in a current state like this?

[Nemechek Navigator]

This user, hgarebosa71@gmail.com, was blocked, and then rejoined.  I can see her group changed from Paid Member to Member around the time I made the changes. Then, when she resubscribed on the monthly plan, it shifted her back from Member to Paid Member.  These two groups were set up before administering this site was dropped in my lap (I'm a physician with very limited tech abilities).

I believe I need to set the annual plan to state "Move customer into group Paid Member" since this group can access the site and update all existing annual subscriptions Would you agree?

[Jim M]

20 minutes ago, Nemechek Navigator said:

This user, *****, was blocked, and then rejoined.  I can see her group changed from Paid Member to Member around the time I made the changes. Then, when she resubscribed on the monthly plan, it shifted her back from Member to Paid Member.  These two groups were set up before administering this site was dropped in my lap (I'm a physician with very limited tech abilities).

I believe I need to set the annual plan to state "Move customer into group Paid Member" since this group can access the site and update all existing annual subscriptions Would you agree?

Disallowing purchases would not move members to a new group unless you deactivated all current packages which then would make those users revert back to Member. 

This user looks to have had their package expire, organically which has caused them to correctly see this page till they renewed. This is not related to your changes.

[Nemechek Navigator]

But her original annual subscription was in March 2024.  It should not have expired in January.

Would the changes I suggested help keep people in the paid Member group and let then continue to have access?

[Jim M]

9 minutes ago, Nemechek Navigator said:

But her original annual subscription was in March 2024.  It should not have expired in January.

I am just going by the Account Activity. I don't see the purchase is still existing in order to review.

10 minutes ago, Nemechek Navigator said:

Would the changes I suggested help keep people in the paid Member group and let then continue to have access?

This would not impact existing users as they already have the member group as mentioned so long as their package is active.

[Nemechek Navigator]

Well. Thanks anyway.  I'll keep digging.