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#4696 - URGENT - Subscription has expired and payment failed BUT Key is valid and active

Closed Bug? created by redk - Professional Services BCN 3 months ago

Hi,

We have a critical issue with a customer. They have payed but they can't use your connector.

When the try to validate the license key they get the following error: SugarChimp_Scheduler_Driver::end The scheduler failed to finish: Array ( [status] => error [message] => The SugarChimp SugarOutfitters license failed to validate: Subscription has expired and payment failed. Update payment information on SugarOutfitters to continue usage.
[error_type] => license )

But if SugarOutfitters checks their profile everything is fine: Key is valid and active.

Please, could you tell me which is the problem? And which additional information you need? Because it's a public case, I wan't to add sensitive information. They have payed but they can't use your connector so this is very urgent. The customer has checked everything. We've cheched everything, aslo Sugaroutfitters so please, we need a solution asap.

Thanks a lot and regards

Beatriz Reviejo Project Lead at redk Spain

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 months ago

    Hi Beatriz,

    Thanks for reaching out.  It looks like the license key is active and was validated as recently as Oct 20th. I've replied to another email asking for additional information to troubleshoot further if needed. You can reply to that email directly, or send us a new email at mailchimp@fanaticallabs.com with the information below:
      So I can take a closer look, can you send along a screenshot of the Health Status page (which you can find by navigating to Sugar Admin under the SugarChimp section) as well as your Sugar logs? I'm including the steps for that below:

    1. From within Sugar Admin click System Settings
    2. Click View Log at the bottom of the page
    3. Click All at the top of the page
    4. Copy/paste the text that appears into a text file and send it along to mailchimp@fanaticallabs.com.

    Thanks for your help in troubleshooting.

    Best, Heidi

  2. fhanoun member avatar

    Hi Heide,

    Please resend that email to me: breviejo@redk.net. I haven't any email.

    Beatriz Reviejo (breviejo@redk.net) Project Lead at redk Spain

  3. fhanoun member avatar

    Hi Heide,

    Magic, It's working. After, several days, It's working. What have you done to solve it?

    Please let me know what was the issue? Thanks and kind regards

    Beatris Reviejo Project Lead at redk Spain Email: breviejo@redk.net

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 months ago

    Hi Beatris,

    Glad it's working. It looks like syncing stopped on 9/26, which was the end of the prior annual subscription. Once payment was processed, the license could successfully validate which enabled syncing to continue.

    Please let us know if you have any further questions!

    Thanks, Heidi

  5. fhanoun member avatar

    Hi Heide,

    The customer has confirmed It's working too. Althought I can't understand why has spent almos 1 month from they payed until the payment has beed confirmed. And then 4 days more until the SugarChimp validated sucessfully the license key. Where was the issue? Paypal? Sugaroutfitters? SugarChimp? Please let me know where the issue was in.

    Thanks and kind regards Beatriz Reviejo Project Lead at redk Spain

  6. fhanoun member avatar

    Hi Heide,

    The customer has confirmed It's working too. Althought I can't understand why has spent almos 1 month from they payed until the payment has beed confirmed. And then 4 days more until the SugarChimp validated sucessfully the license key. Where was the problem? Paypal? Sugaroutfitters? SugarChimp? Please let me know where the issue was in.

    Thanks and kind regards

    Beatriz Reviejo Project Lead at redk Spain

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 months ago

    Hi Beatriz,

    Good to hear. I absolutely understand your concern. I'm not able to see specific details about when payment was made or confirmed. On my end, it looks like payment was made on October 17th, which is when the license key would be able to be re-validated. It looks like SugarOutfitters mentioned the payment needed to be handled manually (on October 17th) so they might have more information on why manual intervention was needed.

    Once the payment was made, the license key was active again and could be validated. No adjustments were needed on the SugarChimp end since the error related directly to the license key.

    Let me know if you have any other questions.

    Best, Heidi

  8. fhanoun member avatar

    Hi Heide,

    I think here there was a mix of issues. The payment was done at 26th september, and here, there was an issue related to Paypal payment confirmation. Sugaroutfitters didn't tell us anything.

    At 17th october, the payment was confirmed manually. Here there was an additional issue, because from 17th October to 21th October, the key validation process didn't work. At that moment, neither SugarOutfitters or anyone didn't tell us anything.

    And finally and magically, at 21th October, I checked again the key validation process and It worked. Until today, I keep no understanding why from 17th to 21th, it didn't work. The payment was already confirmed.

    So could you tell me why? Our customer has spent almost 1 month without access to your connector but they payed in time. I think you'll understand their concern too. What can I tell them?

    Regards

    Beatriz Reviejo Project Lead at redk Spain

  9. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 months ago

    Hi Beatriz,

    I'm sorry this has been so frustrating. Unfortunately, I don't have access to all of the past license pings. When I got this ticket on the 20th, I checked the license key status and saw it was active and had been validated successfully (on the 20th). I'm only able to see the most recent date, so I wouldn't be able to see any license validations from Oct 17-19 and could only see it was successful on the 20th. The error from SugarChimp indicated an issue with the license key which expired due to the payment failing. Once SugarOutfitters processed it manually and indicated the license key was active again, SugarChimp would be able to successfully validate. Given the error in your logs and that no other interventions on our end were needed (simply SugarOutfitters manually processing the payment), I'm inclined to believe that the license key was validated soon after the payment was processed on the 17th. SugarChimp automatically (and frequently) attempts to validate the license key unless you uninstall or disable the integration.

    In regards to why the payment initially failed or needed manual intervention, I recommend following up with SugarOutfitters. They also send email notifications before subscription renewal and should send emails when the payment fails as well. You may want to confirm these emails are being sent and that the email on file is accurate.

    I can understand the customer being frustrated. Errors like this typically send an email alerting the CRM admin of an issue (and as you noticed are also in the logs). If you have concerns about the integration going forward or things aren't working as expected, feel free to let us know at mailchimp@fanaticallabs.com or by creating a ticket at SugarOutfitters at any time. 

    Heidi

  10. mmarum member avatar

    Matt @ SugarOutfitters

    3 months ago

    Hi Beatriz -

    The subscription payment was not completed on Sept 26th. I forwarded an e-mail about the failed recurring PayPal payment to proveedores@redk.net on Sept 26th. PayPal retried the payment on the administracion@redk.net account multiple times - Sept 26, Oct 1, Oct 6, etc. You sent a manual payment via PayPal on Oct 17th at which time I manually updated the subscription status in PayPal as "paid". Between Sept 26 and Oct 17 the status of the license key would have shown as expired. Most Add-Ons, including SugarChimp, do not check the license status continuously. The current license information is typically cached for at least a day and up to a week and would only get revalidated when somebody attempts to use the Add-On. This is why I referred you to Fanatical Labs support after the subscription was paid so they could assist you in getting the license revalidated since they would understand best how licensing was implemented in their add-on. But it sounds like the add-on revalidated itself within 48 hours or so.

    Matt Marum SugarCRM

  11. fhanoun member avatar

    Thanks @Mtt and @Heide for your explanations. Regards

    Beatriz Reviejo Project Lead at redk Spain

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