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john_d13

Client status displays inactive despite having an active product

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Hello,

I have a situation where a client ordered a free trial package which auto terminated after 7 days.  He then ordered and paid for a product which paid and active under products and services.  However, when I view the aggregated client list the status is displayed as "inactive".  Is this the expected behaviour ?   IMO it should still be showing active. 

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In Automation Settings, which option have you selected for "Client Status Update" ?

Quote

Status Update

Any client account with no products, addons or domains active will have their account automatically set to Inactive by the cron job. This does not stop the user logging in, opening a ticket or paying any due invoices.

This can be further extended to include clients who have not logged in to the client area for three months, or it can be switched off entirely via Setup > Automation Settings.

An active product or addon is defined as being in Active or Suspended state. An active domain is Active or Pending-Transfer.

Should the client purchase a product domain or addon, then on the next cron run, their status would automatically be set to Active again. The Status Update checkbox can be ticked to prevent the client's status from being changed automatically and remain at the current value.

since the product was paid and active, has your cron ran ?

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Thanks for your reply Brian!

I have this setting enabled: Change client status based on active/inactive products

Here is another example of active/inactive status.  Client terminated two products, none active but the status still shows "active" even after running the cron.  See attachment.

 

 

11.png

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and I assume in this client's profile, the "Status Update" checkbox is unticked ??

Quote

The Status Update checkbox can be ticked to prevent the client's status from being changed automatically and remain at the current value.

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18 hours ago, john_d13 said:

Yes that's correct.

and the cron is running with no errors ?

it may be worth opening a ticket with Support about this and letting them go through your installation.

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Yes no errors.  I'll open a ticket.  I have another issue ill create a separate post for. 

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