Intermittent Billing Issues
Our team is aware of some environment-related scenarios that can impact billing in a small number of cases. To oversimplify, these issues usually center around communication between your server and ours being interrupted in some way. If you're on a shared hosting environment the probability of you experiencing these types of issues is greater. In this case we suggest you work with your hosting provider to upgrade to a mid-level VPS or dedicated virtual server environment.
Case by Case Resolution
If rebill payments aren't being processed and you're using a card-on-file payment processor such as Stripe, Braintree or Authorize.net CIM then it's possible that there is security configured on your server that's blocking the rebill requests coming from MemberMouse. The article How MemberMouse Handles Recurring Billing describes the process in detail.
Determine if Your Server is Blocking Rebill Payments
The first thing to do is to determine if there is security on your server that's blocking rebill payments. To do this, follow the instructions below:
- Log into WordPress where MemberMouse is installed.
- Click on Payment Settings from the MemberMouse menu on the left.
- On the Payment Settings screen, click the green Run Diagnostic button towards the top of the page. Note: in order to access the diagnostic tool you'll need to be logged into your account on membermouse.com.
- There are two possible outcomes of this:
If MemberMouse is able to trigger rebill payments on your site then you will see this:
If MemberMouse is unable to trigger rebill payments on your site then you will see this:
If the connection failed then you'll need to work with your hosting provider to ensure that the link listed on the diagnostic page is available to all web traffic (i.e.
https://www.yourdomain.com/.../membermouse/scheduler/handler.php). You can click on the ‘view the response returned by the server‘ link to see what the server is returning when MemberMouse attempts to connect. This may be useful information to your hosting provider when they are looking into a resolution.
Reactivate the Effected Account
In the rare cases when issues do occur, after resolving the security issue if necessary, MemberMouse will try to restart any subscription payments that have been skipped. If you see any missed payments that have not been restarted after a full day or two has passed, the best course of action is to cancel the member's current subscription and then start them rebilling on a new subscription. If you're using a payment method that supports card-on-file then the easiest method to use is detailed here: Bill Card on File