Subscription Plans
My subscription plan saved, but purchases using it fail with a validation error
My subscription plan saved, but purchases using it fail with a validation error
What you see. A subscription plan saves fine, but a subscription purchase that uses it fails with a validation error.Why. Required term fields are enforced at purchase, not at save, so a plan can save while still incomplete. An Anniversary plan needs Join Term; a Calendar plan needs both End Month and End Day. When one is missing, the term can’t be calculated and the purchase is rejected.Fix. Open the plan and set the field for its type — Join Term on an Anniversary plan, or End Month and End Day on a Calendar plan — then retry the purchase. See Anniversary Subscription Plans or Calendar Subscription Plans.
My plan doesn't show up when creating a new subscription
My plan doesn't show up when creating a new subscription
What you see. A plan you created isn’t available to select for a new subscription.Why. A plan must be active to be used. If Active is unchecked, the plan is excluded from new subscriptions.Fix. Open the plan and check Active. See Subscription Plans.
My Advanced Join or Prorate settings on a plan are being ignored
My Advanced Join or Prorate settings on a plan are being ignored
What you see. You set Advanced Join Days, Advanced Join Pricing, or Prorate Type on a plan, but they have no effect.Why. These settings are read only for Calendar plans. On an Anniversary plan they are silently ignored — not blocked — so they never apply.Fix. Use a Calendar plan if you need advanced-join or proration behavior. Note that daily proration divides by 365 and weekly by 52, so amounts aren’t adjusted for leap years. See Calendar Subscription Plans.
Renewal
A subscription isn't renewing automatically
A subscription isn't renewing automatically
What you see. The nightly renewal job runs, but a subscription you expected to renew never gets a renewal order.Why. The job only picks up a Purchase Activity when every eligibility condition is met. Common misses: Renewal Days is blank on the plan, the subscription is too far from expiration (its days-until-lapse is greater than Renewal Days), it already has a renewal order, its status isn’t Active or Expired, it’s marked Do Not Renew, or the product isn’t a subscription or is flagged Is Not Renewable.Fix. Open the Purchase Activity and its plan, and confirm each condition: Renewal Days is set, the renewal status is Pending (not Do Not Renew), the subscription status is Active or Expired, there’s no existing renewal order, and the product is a renewable subscription. See Subscription Renewal.
No subscriptions are renewing at all
No subscriptions are renewing at all
What you see. Nothing renews overnight, across every customer.Why. The renewal job has to be scheduled once before it will run. If it was never scheduled (or was deleted), no renewals are generated.Fix. Have your administrator schedule the renewal batch job. See Configuring the Renewal Batch Job.
The renewal failed or used the wrong product
The renewal failed or used the wrong product
What you see. A subscription’s renewal status shows Failed, or the renewal order is for a different product than you expected.Why. The new term’s product comes from your renewal paths (evaluated by priority, lowest first), falling back to the current product. If the matched renewal product is inactive, or none can be resolved, the renewal fails. A product with no default Product Subscription Plan also fails.Fix. Keep renewal products active, give each renewal path a distinct priority, and make sure every renewable product has exactly one default Product Subscription Plan. See Renewal Paths.
Several subscriptions got merged onto one renewal order
Several subscriptions got merged onto one renewal order
What you see. Subscriptions you expected to renew on separate orders were consolidated onto a single renewal order for the customer.Why. The batch groups multiple Purchase Activities per customer onto one renewal order by design, unless they differ on customer, end date, Renewal Days, auto-charge, or wallet item.Fix. To keep a Purchase Activity on its own renewal order, check Skip Consolidation on it. See Subscription Renewal.
Membership Info on Account/Contact
Membership fields on the Account or Contact are blank or stale
Membership fields on the Account or Contact are blank or stale
What you see. The membership lookup, end date, or join/rejoin dates on an Account or Contact are empty or out of date.Why. These fields are rolled up automatically and only from qualifying memberships. The product must have both Is Membership and Is Subscription checked, and only Active and Pending Purchase Activities count — an Expired membership on its own does not populate the lookup. The roll-up only recomputes when a Purchase Activity is new or when its status or end date changes; other edits don’t refresh it.Fix. Confirm the product has both flags and the Purchase Activity is Active or Pending. Don’t edit these fields by hand — they’re automation-owned. If a membership still doesn’t appear, check the Purchase Activity’s status and the product’s flags first. See Membership Info on Account/Contact.
Cancellation
I cancelled a subscription but nothing happened
I cancelled a subscription but nothing happened
What you see. You ran a cancellation and the subscription is unchanged, with no error.Why. Only the Cancel Renewal action is implemented. Any other cancellation type is silently ignored.Fix. Use the Cancel Renewal action. Note that cancelling hard-deletes the generated renewal order, order product, and pending installment Financial Events — these bypass the Recycle Bin and can’t be recovered. See Subscription Cancellation.
The grace period disappeared after I cancelled a subscription
The grace period disappeared after I cancelled a subscription
What you see. After cancelling, the subscription’s grace-period end date matches its paid-through date, dropping the remaining grace window.Why. Cancellation overwrites the grace-period end date with the end (paid-through) date by design, so any grace period after the paid-through date is removed.Fix. This is expected behavior. After cancelling a subscription that already had a renewal generated, spot-check the renewal order — if part of the delete sequence failed, the error is logged rather than thrown, which can leave orphaned renewal records. See Subscription Cancellation.
Subscription Start Date Updater
A subscription's start date keeps moving forward
A subscription's start date keeps moving forward
What you see. The subscription start date on an open quote line isn’t the date you entered — it keeps advancing to the current day.Why. The start date updater rolls a past start date forward to today every time it runs, on open quote lines for subscription products. A quote left open across several days keeps getting pushed forward.Fix. To freeze a line’s start date, check Prevent Subscription Date Auto Update on it — that’s the only opt-out. The updater touches only Quote orders in Open or Draft status with a subscription product and a past start date, and never affects renewal-created lines. See Subscription Start Date Updater.