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[Resolved] Client's site is marked as not renewed, even though we have paid
This thread is resolved. Here is a description of the problem and solution.
Problem: You are trying to renew your subscription, but your site is marked as not renewed and your account is inactive despite having proof of payment from your bank. Solution: We have identified that your payment was processed via a PayPal eCheque. When using your bank account for payment, PayPal treats it as an eCheque, meaning the payment is still being processed. Once the payment clears, your account will automatically be reactivated, which typically takes a few days. You might receive an automated email indicating a failed payment; please disregard this as it is a system error specific to eCheque payments that we are currently addressing.
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Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
We can see that your payment was processed via a PayPal eCheque.
When you use your bank account as the payment source for renewal, PayPal processes it as an eCheque. This means the payment is still being processed, and we have not yet received the funds.
Once the payment clears, your account will be reactivated automatically. This process typically takes a few days.
You may receive an automated email stating that your renewal payment has failed and asking you to submit the payment again. Please ignore this email—this is a system error affecting eCheque payments, and we are working on fixing it.
We apologize for any inconvenience this may cause. If you have any further questions, please don’t hesitate to reach out.
Hi, thank you, that is helpful, but it has now been a full week and the problem persists. So I'm not sure that just waiting is going to do the trick. Also before we got this information from you, the client tried to pay again b/c he did indeed receive a notice that the payment failed -- so there are probably multiple payments in process and they would need to be reimbursed. Please can you tell us what the next steps would be.
Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
We just checked PayPal, and the payment is still showing as pending. It was expected to clear by March 3rd, but we have not yet received the funds. We will keep you updated as soon as there is any progress.
Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
Your order status has been updated from On Hold to Completed as of March 6, 2025, at 12:39 AM. Additionally, the IPN payment has been successfully completed at the same time.
I also wanted to inform you that some of your orders are still pending payment. This means they haven't been charged, and no payment has been collected. If you'd like, we can delete these pending orders for you.
