Subscription Troubleshooting #
Common issues and how to resolve them.
Issue 1: Renewal Order Customer Can’t Pay #
Symptom: Customer clicks payment URL and sees “This order is invalid”
Checklist:
| Check | What to Look For |
|---|---|
| Order Status | Should be “Pending Payment” |
| Order Key | Must have _order_key meta |
| Customer | May need to be logged in |
Solution: Create a new renewal order and send fresh URL.
Issue 2: Payment Completed But Not Extended #
Symptom: Customer paid but subscription shows old date.
Checklist:
- Order must have _dmsilm_renewal_order = yes meta
- Order status must be “Completed” (not “Processing”)
- Order must have _dmsilm_subscription_id meta
Solution: Manually click “Extend Subscription” to fix.
Issue 3: Customer Can’t Pay Renewal Order #
Symptom: Customer clicks payment link but gets error.
Common issues and solutions:
| Issue | Solution |
|---|---|
| Link expired | Create new renewal order |
| Payment gateway error | Check WooCommerce gateway settings |
| Cart issue | Clear WooCommerce sessions |
Steps:
- Create new renewal order
- Send fresh payment link to customer
- Verify WooCommerce checkout is working
Issue 4: Renewal Reminder Emails Not Sending #
Symptom: Customers not receiving renewal reminder emails.
Checklist:
- Email enabled in Settings > Email?
- Email template exists?
- WordPress sending emails? (Test with other emails)
- Check spam folders
Issue 5: Subscription Stuck in Past Due #
Symptom: Subscription past due for a long time.
Resolution Options:
| Option | When to Use |
|---|---|
| Create Renewal Order | Send payment URL to customer |
| Extend Manually | Customer paid outside system |
| Cancel Subscription | Customer doesn’t want to renew |