Auto re-bill not working

[LevelHosting.ca]

Hello,

 

Hopefully someone here has come across this same issue and might have a remedy. To date I have had no success with the support staff from WHMCS. I submitted numerous tickets to their helpdesk along with emails nonetheless they all went unanswered. I’ve tried over the course of the past 3-4 months however a reply was never made.

 

I’ve been paying for the software for well over a year to date never missing a payment so I would have expected some form of reply as an active customer. Anyways, the issue at hand is as follows.

 

The auto-rebilling has not worked from day one. Customers who are paying using a credit card do not get re-billed even if they select the monthly option. It appears that the system fails to generate or create the new invoice and apply it as a debit to the customers account. I ensured the feature was enabled in the configuration of the software. Any ideas or clues would be appreciated. I also created a fake account using my own credit card and left it active for a few months and it was never re-billed.

 

Thanks and Regards,

 

Matt

[MACscr]

Out of curiosity, where did you buy your WHMCS license?

 

What payment gateway are you using?

[LevelHosting.ca]

I purchased my license off the official web site http://www.whmcs.com and I am using PayPal as the payment gateway/merchant services.

 

Funny enough, I received an email today for a new invoice for April, 2009. Does anyone from WHMCS monitor these forums? Maybe I can get a reply from somewhere here. I am shocked that all my emails have gone unanswered.

 

It works out to $25CDN/mth after the USD conversion not a large amount so I am not worried but I mean where's the customer service?

[MACscr]

Did you submit the ticket through the desk or did you send an email? Are your tickets being closed or just remain open without a response? Mind taking a screenshot of your unanswered tickets within the whmcs.com client area? You do have a paid license with paid support. Not just a trial license, correct?

 

The forums are only for user to user support, they are not an official method of support for WHMCS.

 

Ok, so as far as your billing issue. Lets say a client signs up with a server for you and its April 1st. Its a monthly service and they pay their first invoice using the link provided on the invoice for paypal. Once its paid, you should receive an email from your whmcs install saying that it was paid. Then, if you login as admin, you should see that their next due date is May 1st. If that due date was not changed, then that means they wont get reinvoiced. Now, if you didnt get an email from your whmcs install about the payment and only got one from paypal, then most likely paypal is having issues communicating with your whmcs install.

 

I hope i helped a bit, but its 99% most likely an issue on your end. As far as whmcs.com staffers ignoring your tickets, thats quite uncommon.

[LevelHosting.ca]

Hey Mac,

 

I believe I have already tried what you have suggested but I will definitely give it a whril tomorrow morning. When the user signs up it does show a next billing date but the invoice itself does not get generated which is why I am assuming it does not process. I will double check my configuration settings again. I may be missing something.

 

As for last week, what I did for 2 clients I went into the main portal and created their recurring invoice manually. After logging into the client area they could see the new invoice and paid it via PayPal. Payment processed without any errors.

 

Yes, I have a full valid license with WHMCS and have so for over a year now.

 

My Invoices

14 Records Found, Page 1 of 1 « Prev Page Next Page »

 

Invoice # Invoice Date Due Date Total Status

# 09/04/2009 14/04/2009 $18.95 USD Unpaid View Invoice

# 09/03/2009 13/03/2009 $18.95 USD Paid View Invoice

# 09/02/2009 13/02/2009 $18.95 USD Paid View Invoice

# 09/01/2009 13/01/2009 $18.95 USD Paid View Invoice

# 09/12/2008 13/12/2008 $18.95 USD Paid View Invoice

# 09/11/2008 13/11/2008 $18.95 USD Paid View Invoice

# 09/10/2008 13/10/2008 $18.95 USD Paid View Invoice

# 09/09/2008 13/09/2008 $18.95 USD Paid View Invoice

# 09/08/2008 13/08/2008 $18.95 USD Paid View Invoice

# 09/07/2008 13/07/2008 $18.95 USD Paid View Invoice

# 09/06/2008 13/06/2008 $18.95 USD Paid View Invoice

# 09/05/2008 13/05/2008 $18.95 USD Paid View Invoice

# 09/04/2008 13/04/2008 $18.95 USD Paid View Invoice

# 13/03/2008 13/03/2008 $18.95 USD Paid View Invoice

 

I just submitted another ticket now. Will see what happens and I will try what you have suggested again. Won't hurt to try .

 

I do appreciate your time and feedback. Have yourself a safe and wonderful weekend.

[MACscr]

are you 110% sure your cron is running correctly every day? If its not running correctly, the new invoices wont be created.

 

Manually creating issues wont affect the product unless you dont move the next invoice date after they are paid.

 

Also, if you have had the license for over a year, have you renewed your support contract?

[othellotech]

The auto-rebilling has not worked from day one. Customers who are paying using a credit card do not get re-billed even if they select the monthly option. It appears that the system fails to generate or create the new invoice and apply it as a debit to the customers account.

 

I'd suggest your cron job is not running - try looking at the log - do you get the dialy email about which invoices are sent etc ?

[freedombi]

As far as tickets not being answered, the most common cause for that is email responses getting caught in spam filters. You should check "Support Tickets" in the whmcs.com client area.