Member renewed his subscription but wrong expiration date set up.

Hi,

A member decide to renew a subscription yesterday, but this one was expired on april 12 2020. The new renewed date was set up correctly april 12 2022 but the expiry date was set up april 2021. Is this a normal behavior ?

I thought the expiry date will be set up as april 2023.

CB - version 2.7.2
CB - Paid subscriptions 4.5.3
OS - Centos 7.9

Bernard Goutier

Edit your plan within CBSubs > Plans and under the Pricing tab and confirm what "Manual renewal extends expiration date as follows" is set to. Most likely it's set to "Renewal extends expiration date (without gap or overlap)" which would result in the issue you're seeing. Set that back to default "Renewal starts at expiration date or at payment date - whichever happens last (allows free gap)" and future payments will be fine.

For existing broken subscriptions you can edit them in CBSubs > Subscriptions by clicking the # under the Id column to the far right and you can then manually fix their expiration date and subscription status.

Hi,

Thank you very much, that was the problem. The only thing which is strange is the activation process. I activated manually after changing the expiration date, but this is not reflected in the community builder user account. I have to click on active to activate the user, but in cb sub record I can see active. See capture screen is this normal ?

Changing the subscription manually in CBSubs > Subscriptions won't trigger any subscription activation behavior. So if they're blocked for not having an active subscription you'll need to fix that manually as well in CB > User Management and activate their account for them.

Hi,

Ok, thanks.

Bernard Goutier