#Remko-subscription-retries
winged trellis
Hi there 👋 did we stop retrying because we hit the end of our Smart Retries timeframe or because the end of your custom retry schedule was reached? If so, the Subscription and Invoice's states will adjust based on the settings you configured in the Manage failed payments section of this page:
https://dashboard.stripe.com/settings/billing/automatic
winged trellis
This is a public forum, all threads are publicly visible. If you want a private communication channel then you'll want to start a conversation via our Support site:
https://support.stripe.com/?contact=true
tawdry surge
it's okay no prob
We have a user that still has a subscription active on our website but Stripe canceled his periodic payment due “uncollectible invoice” error, leaving him active on our site. Why Stripe does not cancell this user on our website and how can we edit this so it gets cancelled due a uncollectible invoices?
winged trellis
Hm, I think Discord may not be showing the first message I put in this thread (it does that sometimes and you have to refresh to see it). I'll paste it again below:
Did we stop retrying because we hit the end of our Smart Retries timeframe or because the end of your custom retry schedule was reached? If so, the Subscription and Invoice's states will adjust based on the settings you configured in the Manage failed payments section of this page:
https://dashboard.stripe.com/settings/billing/automatic
tawdry surge
we already had this options correctly configured
but it seems it did not work in this specific case, any idea why could this happen?
winged trellis
Can you share the ID of the Subscription?
winged trellis
That Subscription seems to have gone from active to past_due in February of this year, and then from past_due to canceled in March. I'm not seeing any indicators that the Subscription still has an active status.
tawdry surge
what means "past_due" status?
on our website, this subscription has always remained active..
😕
winged trellis
How is your site checking the status of the Subscription? Is it retrieving the Subscription from us periodically, or is it relying on webhook events?
past_due is one of the possible status values that Subscriptions can go into:
https://stripe.com/docs/api/subscriptions/object#subscription_object-status
A Subscription moves into that state when a recurring payment attempt fails.
tawdry surge
a OK, I understand.
it relies on webhooks, we are using PMPRO to manage our subscriptions and connections between our site and stripe
is it possible to know if this sub was cancelled by stripe or by a manual cancellation by one of our stripe admins?
winged trellis
It was cancelled automatically due to failed payments.
tawdry surge
so, the problem is then that it did not trigger the cancelation on our site
candid ivy
I'll take over @winged trellis I got it
tawdry surge
So, the problem must be something with the webhooks i suspect. Am I right?
candid ivy
@tawdry surge likely I had a look internally and we definitely sent the Event to a webhook endpoint at the time and it got received. Unfortunately we won't have more information than this. You'll have to talk to the developers of your code/plugin
tawdry surge
hey koopajah, thanks for the info 🙂