> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusioncore.us/llms.txt
> Use this file to discover all available pages before exploring further.

# Subscriptions Troubleshooting

> Common problems with subscription plans, renewals, memberships, cancellation, and the start date updater — what you see, why it happens, and how to fix it.

If something isn't working in Subscriptions, find the symptom below. Most problems trace back to a missing field, a record status, or a scheduled job — not to a bug. Work through the matching section.

## Subscription Plans

<AccordionGroup>
  <Accordion title="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](/end-user-guides/subscriptions/subscription-plans/anniversary-subscription-plans) or [Calendar Subscription Plans](/end-user-guides/subscriptions/subscription-plans/calendar-subscription-plans).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-plans/index).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-plans/calendar-subscription-plans).
  </Accordion>
</AccordionGroup>

## Renewal

<AccordionGroup>
  <Accordion title="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](/end-user-guides/subscriptions/subscription-renewal/index).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-renewal/configuring-the-batch-job).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-renewal/renewal-paths).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-renewal/index).
  </Accordion>
</AccordionGroup>

## Membership Info on Account/Contact

<AccordionGroup>
  <Accordion title="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](/end-user-guides/subscriptions/membership-info-on-account-contact).
  </Accordion>
</AccordionGroup>

## Cancellation

<AccordionGroup>
  <Accordion title="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](/end-user-guides/subscriptions/subscription-cancellation).
  </Accordion>

  <Accordion title="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](/end-user-guides/subscriptions/subscription-cancellation).
  </Accordion>
</AccordionGroup>

## Subscription Start Date Updater

<AccordionGroup>
  <Accordion title="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](/end-user-guides/subscriptions/subscription-start-date-updater).
  </Accordion>
</AccordionGroup>