URGENT: Stripe subscription trial issue

[creativenergy]

Hi there

I have created a stripe subscription with a total of £949.00 with a trial of 19 days and duration of 1 with frequency set to daily

In my stripe account it appears a customer is bring charged the full price of £949.00 on a daily basis but when I look closer, the total charge is actually £0.00

What should the setup be to charge someone £949.00 ONCE ONLY after a 19 day trial

Thanks

Garreth

[Admin]

So you only want to charge £949 ONCE after 19 days of trial correct? Can you share a link where you have this subscription product so we can inspect it?

[creativenergy]

Hi

Yes thats correct

Charge 949.00 ONCE after 19 days

Here is the link: [https://www.invictusactive.com/invictus-active-trainer-trial/]

Option 1 is the 949.00 charge ONCE ONLY after 19 days trial:
Setup: [https://www.invictusactive.com/invictus-active-trainer-trial/wp-content/uploads/2018/09/full-price-trial-screenshot.png]

Option 2 is 949.00 paid in THREE instalments MONTHLY after 19 days – will this have the same issue? of multiple billings at 0.00 ?
Setup: [https://www.invictusactive.com/invictus-active-trainer-trial/wp-content/uploads/2018/09/instalment-price-trial-screenshot.png]

Thanks

Garreth

[creativenergy]

Hi

Can you come back to me on this asap please? A client was definitely charged 4 times (3 times extra) and thy are not happy – need to know what the problem is so it does not happen with other subscriptions

Please let me know asap.

Thanks

Garreth

[Admin]

I am having difficulty reproducing the issue. I setup a trial subscription couple of days ago with the exact same details as yours. Mine worked fine so far. My stripe account shows that the trial started and it will charge the amount when the trial ends. I don’t want to wait 19 days for it.

So I created a new plan today that has the same details except the trial will end in 3 days.

Does your charge start from day one when the customer first subscribes (when the trial is suppose to start)? Or is this happening after the trial period?

You have setup the webhooks in your Stripe account as shown in the following page correct?

Stripe Subscription Payments Addon

Also, while we are trying to figure out what is happening on your site, you should manually cancel that subscription from your Stripe account Or by doing the following:

1) Go the “Subscriptions” menu.
2) Click on the “View Details” for the subscription in question.
3) Hit the “Cancel Subscription” button on the right hand side.

[creativenergy]

Hi There

Apologies – the live webhook was inserted but the signing secret was blank

Could this be the reason for the multiple charges?

It is entered now and the subscription has obviously been cancelled

Thanks

Garreth

[creativenergy]

Hi There

Thanks for your reply but this issue is still happening on two other subscription plans…

We have to plans created with the plugin: a full price plan and an instalment plan – we have only been taking orders through the full price plan

Full price plan gives a free trial with no charge at start for 19 days and then is set to charge the full amount of 949.00 once only. This is the setup: snag.gy/9FUhDP.jpg

At the moment the trial is working fine and charges the full amount after 19 days but CONTINUES to charge the full amount daily.

I had not got the signing secret input into settings but I do not see how to fix this issue as all settings appear to be correct

Can you please help with this as this potentially can cause huge problems if customers are continuously charged

Thanks

Garreth

[Admin]

Where do you see the charge. Do you see the charge in the credit card? Or are you maybe looking at some interface where the info is misleading. How are you verifying that it is charging daily?

I have configured trial with your exact same settings and the trial works fine.

[creativenergy]

The trial is not the issue

The trial works fine with no cost… The full amount is charged after the trial correctly

but then the full amount is charged again and again daily – this happened three times over three days in the first subscription plan

It seems the plugin is telling stripe to run a trial for 19 days and then charge the full amount DAILY even though I have the amount of payments set to “1”

Is “-1” a better payments amount as per your ecommerce subscription plugin?

Thanks

[creativenergy]

And yes the charge is definitely appearing on the customers card as they were charged four times

Verified with stripe and customer

Thanks

[Admin]

You never replied to the email that Alexander sent to you. So we can get access to the site and check a few things. Did you get that email?

[creativenergy]

Sorry I may not have seen that – I thought emails were duplicates of forum posts

I’ll check now

[Admin]

Looks like wrong webhook URLs were used. Let us know if you still see the issue after you correct the webhook URLs.

[Author]

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