jerryb Posted August 7, 2014 Share Posted August 7, 2014 I'm having a little bit of an unusual problem here, and am hoping someone cam give me some guidance... A little background: I previously had a a problem with PayPal not returning to WHMCS, so invoices weren't getting mark paid. This was due to a setting at PayPal, and has been resolved. Right now the problem I'm having is that there is one specific invoice that was created during this time, that has been paid, has been marked as being paid (manually), and should be history, but - the system keeps trying to suspend the account for (what it thinks) is the unpaid invoice. I've had to turn off auto-suspend because of this. I've gone through the tables in phpMyAdmin looking for something obvious, but haven't been able to find anything - the invoice in question looks like it should be just fine. So, my question - does anyone know what the system is looking for when it decides to suspend an account for an unpaid invoice? If you happen to have an idea of the SQL logic, that would be great! But anything will help... Jerry 0 Quote Link to comment Share on other sites More sharing options...
visiba Posted August 7, 2014 Share Posted August 7, 2014 Is the "Next Due Date" set correctly for the service that keeps getting suspended? 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 7, 2014 Author Share Posted August 7, 2014 Yep - next due date isn't until October... 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Ryan Posted August 7, 2014 Share Posted August 7, 2014 Are there any associated services or addons with this main service? It is possible that the addon service's next due date is not correct and, if so, that will cause the service to be suspended. --Thanks 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 8, 2014 Author Share Posted August 8, 2014 Nope, no extra services either.... it's a wonderment, isn't it? lol That's why I was asking for the SQL logic (if it's that simple) for the selection of the services to suspend... 0 Quote Link to comment Share on other sites More sharing options...
sentq Posted August 8, 2014 Share Posted August 8, 2014 you may need to contact WHMCS support so they can have access details to your installation to investigate your situation 0 Quote Link to comment Share on other sites More sharing options...
mlew2 Posted August 8, 2014 Share Posted August 8, 2014 Is the don't suspend until date set??? Meaning maybe the date is from before the invoice was paid? Just a shot in the dark 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 10, 2014 Author Share Posted August 10, 2014 Thanks for the suggestions! I will check them out later today.... 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 11, 2014 WHMCS Support Manager Share Posted August 11, 2014 Hi, What entries do you see under Utilities > Logs > Activity Log at the time of suspension please? 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 12, 2014 Author Share Posted August 12, 2014 Sorry it's taken me so long to respond. Have been really busy, and this isn't a top-priority item (I don't have to suspend very often)... @mlew2 - no, the Don't Suspend Until date isn't set...nice shot, tho... @John - the only thing in the Activity log for the suspension is "Module Suspend Successful - Service ID: xxx" Other than that, nothing..? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 13, 2014 WHMCS Support Manager Share Posted August 13, 2014 Hi, What entries do you see before and after the suspension? That will show what part of the cron performed it. 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 13, 2014 Author Share Posted August 13, 2014 Not much.. but here's what it is showing: 07/20/2014 07:00 Email Sent to <customer> (Service Suspension Notification) 07/20/2014 07:00 Module Suspend Successful - Service ID: 159 07/20/2014 07:00 Email Sent to <customer> (Customer Invoice) Just prior to that is some manual activity I did the night before, and after that is some invoice creations from the cron job for different customers... Like I said, I have automatic suspension turned off right now to keep this from happening, and I don't get many suspension situations (rarely, thank goodness), so it's not been real high on the priority list as of late...still, I would like to figure out what is going on if at all possible.. have held off on opening a ticket because I wanted to see if I could take care of it myself (it's really not a WHMCS issue, I don't think, but more of one of something getting thrown out of whack when I had those issues with PayPal)... 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 15, 2014 WHMCS Support Manager Share Posted August 15, 2014 Hi, It's odd that the suspension would occur straight after the invoice was generated. There should be several other entries between those two. To which user are those entries attributed? 0 Quote Link to comment Share on other sites More sharing options...
jerryb Posted August 18, 2014 Author Share Posted August 18, 2014 Sorry, John, let me clarify something. The suspension is not occurring right after the invoice is generated (at least not the invoice that is the cause of the suspension). The invoice that is the cause of the suspension was actually generated some time ago. Due to issues with the PayPal API, when the invoice was paid the payment information was not reflected back into the system. I actually had to go in and manually mark the invoice paid. But, for some reason, the system didn't believing the manual payment, and so tried suspending due to non-payment (even though all reports and the summary page all show the invoice as being paid). This is why I started off with wanting to know what logic the system used to cause a suspension for non-payment. I think I must have missed something when I manually marked the invoice as paid. I was just going to go thru the database and search for anything that may have met the criteria. By the way, the user is the same for the entries I sent. Just a standard user, nobody special. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 19, 2014 WHMCS Support Manager Share Posted August 19, 2014 Hi, Please send a screenshot of the client's Products/Services tab for us to review. You can blank out the domain and username password, but please keep the other info visible. 0 Quote Link to comment Share on other sites More sharing options...
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