Questions regarding Membership Upgrade/Downgrade & Trial Period
- When a Standard member upgrades to a paid level Premium member; what would cause the user to not be automatically upgraded upon successful payment? This just happened to me on my first live test run. Account transaction is successful in Chargebee & Stripe and shows actively in the trial period.
- In this same test, the email addressed used to sign up and upgraded to the paid level, did not receive an email regarding the membership upgrade. It did receive emails from the initial sign up ('confirm your email' message) so I am not sure why there was no notification about this change, nor a receipt for the transaction? I have all notifications enabled.
- Assuming the above two were resolved; how does a paid member downgrade on their own to a 'standard' level, cancelling the paid membership? I see under Studio > Pages > Paid Levels is the membership page found within the users profile settings. I do not see a block to allow a downgrade? Even with this website Una.io, I do not see an option to revert. Does deleting the profile prevent the subscription from being automatically charged?
- Is there a way to have the Paid level - Membership block only offer the alternatives to the existing membership? So if a Standard member upgrades to Premium the only option that would show would be to revert to Standard, or show other additional Paid Levels.
- For the trial period, is there anywhere that shows the member how long they have left of the trial period? How does a member cancel while within the trial? I cannot find a way to cancel when logged in as my paid Premium test user.
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Hello James Cherry
1. Usual reason of this trouble - the passed last point from this manual about Webhook URL.
2. I guess it's obvious and you already checked it, but need to ask about Spam folder...
3. Do we need to review the situation when the user wants to cancel his level and take his money back or just the case, where is enough to downgrade his level?
4. The Upgrade button will turn the user to the "page/acl-view" page.
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James query is correct. I also observed this long before but forgot. There is need to have that feature to downgrade membership.
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Hey LeonidS
- I will look into this, that is likely the issue.
- Yes, in the Spam folder is where I found the first email.
- I'm sure others may want a refund to be the case, however, for me I just want them to be able to decide to no longer have the credit card charged and downgrade to a 'free' subscription while able to retain their information, comments, posts, etc.
- a) That is currently what is happening. I would like to see that change so that, for example, out of 3 levels (Standard, Premium, Business), if a person is Standard, they only see the ability to upgrade to Premium or Business). If a person is Business, they only see the ability to downgrade to Premium or Standard. Currently they only see Premium and Business regardless of their level.
b) In my case, I would let the default setting for a downgrade be to let the subscription remain until scheduled ending, and not offer a refund. If the individual reaches out then the decision to give a refund can be made on a case by case basis. - I saw in Chargebee there is a date for the "Next billing at"... is there a way to have that data import into a membership level block?
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I was just poking around some and came across this section. On my Test User account, when clicking on the profile picture at top right, then clicking on 'Dashboard,' you can click on subscriptions at the top. When clicking on the gear icon it will let you 'Request Cancellation.' I tried selecting that and it did not alert my Admin profile...
Can anyone tell me their experience with this topic? How are cancellations/downgrades handled on your sites?
If this page will allow the member to downgrade/cancel, then it could be a matter of providing a link to redirect to this page...?
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If anyone with knowledge of Chargebee could help me knock out this last issue...
My main problem right now (that is preventing me from going live) is still #1... Stripe is blaming Chargebee, saying they're missing a part of coding sending the subscription plan to them (but I thought Chargebee manages the subscriptions and just uses Stripe to run the credit cards?). I cannot troubleshoot with Chargebee tech support unless I sign up for one of their $$$$ Paid plans.
So this issue should just be between my Una site and Chargebee, right? Not involving Stripe?
When I click on the 'Self-serve Portal' it shows me in the 90 day trial, and says after the trial "you'll be moved to the premium membership plan." The wording makes it almost seem like the membership level would not change until after the trial period, which doesn't make sense.
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Hello James Webb !
Well, from the given info we can't consider that the deal between your UNA and Chargebee, especially from the beginning where "Stripe is blaming Chargebee and Chargebee tech support unless I sign up for one of their $$$$ Paid plans ". So what is the current status of it? May you provide us the step-by-step info from your site when the user there wants to purchase a new level?
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CURRENTLY:
When a user signs up they are by default Standard.Then, a member can navigate their way to the upgrade buttons within their profile settings and click on 'Rent' beside either Premium or Business.
After the level is selected, they use the Chargebee portal to checkout.
Chargebee uses Stripe as the credit card processor.The member receives a payment confirmation and shows an active trial period has started within their profile settings. However, their membership level does not change.
WHAT I WOULD LIKE:
I would like a new potential person that has not yet joined to be able to see all three levels from the first signup page, and decide in the moment what level they would like to be.
A page similar to this: https://una.io/page/hosting
Where I would layout my three options Standard, Premium, or Business.
And of course, when a member joins and starts their trial period, it properly changes their membership level.
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Hello
CURRENTLY:
Did you configure WebHook URL in Chargebee? When the payment was accespted by payment provider (Chargebee) it sends all necessary info to UNA script via WebHook. If you didn't configure the WebHook URL, purchases won't be registered in UNA and therefore membership levels aren't upgraded automatically.
WHAT I WOULD LIKE:
For now UNA doesn't allow to pay before join. But you can create the page like Hosting (https://una.io/page/hosting) or Pricing (https://una.io/page/start) which will show your offers (Standard, Premium, or Business). These pages are simple pages created via Studio -> Pages builder with RAW block, which includes necessary HTML code. You may use HTML code for purchase links which can be taken from Memberships page -> 'Rent' buttons.
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Best Regrads
Anton -
Anton L thank you for your reply!
I do have the webhooks entered in Chargebee, in both the test and live modes. When I run the test within Chargebee it shows successful:
In Studio > Paid Levels I have copied the 'name' field
and entered it into Chargebee > Product Catalog > Plans as the 'ID'
If the Webhook is correct, I can only conclude that I must have the misunderstood where the membership 'name' is supposed to be entered into Chargebee.
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Hello
1. Plan Created Webhook isn't used in UNA integration. Payment Succeeded, Payment Refunded, Subscription Cancelled events are used, however you cannot simply call them from CBee tester because dump data will be sent and UNA won't give a positive answer.
2. I checked your CBee account. Webhook is OK. However I cannot see the TEST site, but it's specified in the CBee configuration settings in UNA. Did you disable it somehow?
3. I checked CBee log files on your site and as I see it doesn't have any webhooks about payments. Log is full of Cancel Subscription events. Looks like you've canceled subscription which was created directly in CBee. It's useless if subscription wasn't created in UNA.
So, I think you need to start from enabling TEST mode in CBee account. Then you need to test process from the very beginning: Purchase some membership level, check whether WebHook for processed payment was received and so on. When everything is configured in TEST mode you'll need to create similar plans in Live mode and enable it.
P.S. If you enable TEST mode we would be able to help you with the rest process.---
Best Regards
Anton -
1 - So when in 'Live' mode, is there a way (or a need) to make only those events active? This pic below are the 'Logs' of a subscription in CBee, created from my UNA site; we created and purchased a membership level in 'Live' mode. None of those commands you mentioned were sent:
***Also, if those are the only commands UNA accepts, then it seems like my ultimate problem is that UNA will not activate the membership level until the PAYMENT SUCCEEDED event occurs. If that's the case, then my problem is that I cannot use a 'Trial.' Could it be that my solution is that UNA needs to accept the event 'SUBSCRIPTION CREATED' as what affects the membership level? The 'PAYMENT SUCCEEDED' event will not occur until the end of the Trial period, which would defeat the purpose of the Trial, right?
2 - As soon as I log in, it asks me to select which site I want to access, I don't believe it can be disabled:
3 - I have not created any subscriptions directly in CBee, only on my UNA site.
Test mode has been alive and well. I was trying to rule out if my problem of the membership level not changing was related to being in 'Test Mode' so I have been doing my testing within 'Live Mode' as part of my troubleshooting.
Anton L LeonidS Andrew Boon I am entering my 3rd week of having this issue and cannot advertise my site to recruit members until this is resolved. I feel like the problem I am having may be related to the Trial Period as mentioned in #1 above... but do not know for sure as this is outside of my knowledge.
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Hello
1. Looks like you are right! The problem is in the Trial which has a bug. I just created 2 membership levels on ci.una.io and similar plans in our test ChargeBee account: 'With trial' and 'Without trial'. Then I tried to subscribe both of them. Membership level With Trial wasn't automatically assigned, while the second one was automatically assigned almost immediately after the payment process was completed. So, thank you for bug report and I'm sorry for inconveniences: https://github.com/unaio/una/issues/2356
2. Just to let you know. I cannot see Test mode in your ChargeBee account just after login therefore I reported to you about it. Usually we configure everything in Test mode, check it and if everything is working fine, then create the same plans in Live mode and switch to the Live.
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Best Regards
Anton -
Anton L I'm just glad I'm not going crazy!
Would it be too unrealistic to ask what the timeline on that bug fix may be? -
I'll try to fix it asap because it should be included in the nearest update.
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Sounds like the same problem I have had for over 4 weeks with paid levels and stripe. Today I Installed Market and test purchases created error even thought the customer data was showing up in stripe. Made a $.50 membership in Market to test live and the charge went through with no problems all the way to the bank. Something not right with test mode.
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Hello.
Looks like the problem is still the same as we disscussed we with you. It's in the incorrect product/plan name. I checked your LOG file and it has a lot of reports like:
09-06 15:20:07: No such plan: 'price_1hopxacudlhrxcqgzbrprk3t'
09-06 15:44:17: No such plan: 'price_1hopxacudlhrxcqgzbrprk3t-2020-09-06'
09-06 16:16:01: No such plan: 'enhanced-1-year'; one exists with a name of enhanced-1-year, but its ID is price_1HOQW1CUdLHrxcQgP6jmugg3.
First 2 were appeared when you've tried to purchase in Market. The last one relates to Paid Levels app. Everything should work normaly if the correct product IDs is used.
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When clicking on the gear icon it will let you 'Request Cancellation.' I tried selecting that and it did not alert my Admin profile...
Can anyone tell me their experience with this topic? How are cancellations/downgrades handled on your sites?
I also tried the 'Request Cancellation' option, and an email was sent to the Seller, which could be different from Admin. Then I had to downgrade membership manually. I'm still finding out how to automate the whole process, if that's at all possible.