Some Packages Not Renewing as Expected

We are pleased to share that this issue has now been resolved. Please note that package subscriptions created between 2/26/24-3/15/24 with a scheduled start date may not renew as expected and they will need to be canceled and re-started. Please reach out to our Support Team should you need further assistance.

We are pleased to share that a production fix for package subscriptions scheduled to start on a future date will be included as part of a system update that will take place tonight beginning at 9pm MST. We will provide an additional update once the fix has been released and verified. Please note that package subscriptions that did not previously renew as expected will need to be canceled and re-started. You can use your Active Subscriptions Report to identify impacted subscriptions. Please reach out to our Support Team should you need further assistance.

The following issues with package subscriptions were resolved with our 1.14.0 release on 2/26/24:

1. “Bill day of month” and last action date mismatch caused subscriptions to not process.
2. Failed charges between 11/8/23-11/18-23 did not attempt to renew or auto-cancel.
3. Scheduled start dates between 11/8/23-11/18-23 did not attempt to charge.
4. Incorrect number of days for expiration on months with 31 days.

As of 2/26, we are investigating new reports of subscriptions scheduled to start on a future date failing to start on the specified date and instead running the following month. Impacted subscriptions can be identified on the Active Subscriptions Report. The solution is to cancel the subscription that did not renew and then create a new subscription with no start date (meaning it will be effective immediately). We will provide updates as they become available. Thank you for your patience while this issue is resolved.

We are investigating reports of some packages not renewing as expected as outlined below:

1. When the “Bill day of month” day doesn’t match with the last action date “package_created on” day, then the subscription does not process. The solution is to cancel affected subscriptions via the Active Subscriptions Report and restart them.

2. Failed charges between 11/8/23-11/18-23 did not attempt to renew or auto-cancel. The solution is to cancel affected subscriptions via the Active Subscriptions Report and restart them.

3. Packages with a scheduled start date set up between 11/8/23-11/18-23 did not attempt to charge. This prior issue has already been resolved, however if applicable, any subscription that did not charge as scheduled still needs to be addressed. The solution is to cancel affected subscriptions via the Active Subscriptions Report and restart them.

4. Monthly subscriptions that renewed on 12/1 have 60 days to expiration instead of the usual 30 or 31. The solution is to go to the owner profile > Subscriptions section > click "History" > Click "Edit Expiration" > set correct expiration.

Please reach out to our Support Team if you need assistance identifying impacted subscriptions. We will continue to provide updates as more information becomes available.