Ticket Number:
1681956270
Problem:
The site is not open to the public - it only allows members into the site - they register, are vetted, then are manually approved in the Wix control panel.
So, every member entering the site MUST have a subscription - either a Free Trial, or a paid plan - to access any page on the site. This is set in the page permissions.
Seems to work for most members, including this admin, however:
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Some paying clients do NOT show up in the Paid Plans control panel.
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Some users cruising the site like a boss, almost daily, do not show up in the Paid Plans control panel - they have no plan of any kind, even though I know some of them had previously signed up for the Free Trial (because I know them, and recognize their names when they sign up for any plan).
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The Paid Plans control panel should show their expired Free Trial, but it shows … nothing!
Summary:
So far I have one paying customer who could not access premium content and did NOT show up in the Paid Plans control panel.
Paying user’s paid plan info ONLY shows up when I click on the confirmation email (“A user purchased a Plan …”), but NOT in the Paid-Plans control panel.
So far I found two members who cruise the site like ghostriders without the need for any plan, and without showing up in the Paid Plans control panel, when they were previously showing up there (there are more, I stopped at two to send emails to Wix support and post here).
I read up on the paid plans API.
I added a table under the member’s “My Account” page that shows subscription status.
I tried to write a few lines to read any member’s subscription status, but I don’t see an API for it.
The API only has functions to work with the currently logged in user.
I don’t keep user credentials for security reasons.
I let Wix handle the login creds.
So, I cannot login as the user to troubleshoot paid-plans info and
I cannot look up user subscriptions of users that don’t show up in the Paid-Plans control panel.
Since it’s all seemingly a circus, I’m getting close to:
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Stop the paid-plans and switch to donations.
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Go insecure and store all user passwords in a collection (so I can login as the user and troubleshoot) - there are no proper tools from Wix for admin functions.
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Shut it down and start over with a commercial host - not a hobbyist one.
Ridiculous state of affairs.
Exchanges with Wix tech support so far, oldest to newest:
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User typed : MySite.com. Using the Paid-Plans app. Works fine, except one client with last name (client D). Client cannot access premium pages. Client was NOT showing up in control panel under paid-plans “Purchased Plans.” If I clicked on the confirmation email, then it would reveal this paying client. I added a month-long Free Trial sub for the client to trouble shoot. Only after adding the Free Trial did the client show up in the control panel’s “purchased Plans.” I have not heard back from the client to confirm if any of this allows the client to now access the premium pages. All other clients show up in the “Purchased Plans” panel. Something wrong with this record.
Wix Response (template stuff stripped):
“We understand your situation, after the investigation, the Client (client D) has already a purchased your Yearly Subscription where you can see it on the Dashboard > Finances > Transactions. Therefore, the client has full access based on the subscription that he has. We highly suggest to contact the Client to confirm that he can access the pages.”
My response (client can access the site with the Free Trial):
The point is this:
Client (client D) was NOT showing up in the control panel - at all - after buying a yearly subscription.
If I had not remembered the name I may have denied this member the proper benefits.
I remembered the name and looked through the wix emails - and there was client (client D), with a Yearly subscription purchase.
Only when I clicked the link in the Wix email - then (client D)'s record showed up in the control panel.
Otherwise, nothing.
Since I figured that contacting Wix with this issue would be fruitless (confirmed), I figured the only solution would be to delete his account and get him to sign up again.
Then provide a year long “Free Trial.”
I decided the ADD the Free Trial instead, parallel to the Yearly paid-plan - voila, (client D) now showed up in the control panel with the Free Trial and the Yearly Sub.
Ridiculous fault of the paid-plans control panel, or some mean prank.
On this note, I have at least two users who show NO record of any paid-plan purchase, yet they are using the site almost daily.
I’m certain they had a “Free Trial” in the last few months - the yet the control panel for paid-plans shows NOTHING.
Here they are (I’m sure there are many more, I’ll investigate further):
(info, client#1) (info, client#2)
THIS IS URGENT!