Members must cancel or complete their subscription purchase before attempting it on a different platform. Read on to learn more.
Subscriptions can be confusing, and mistakes can happen. Occasionally, a member may find that their attempt to purchase a subscription to your platform is locked and they will likely come to their amazing Community Host for some support – so let's take a look at what to do.
Why is my Member Locked Out of Purchasing a Subscription?
When a member begins the process of purchasing a subscription to your Community, the system will lock them into this process to protect their account.
They will be unable to purchase a subscription via another platform until they either cancel or complete the subscription process they originally started.
Let's go Through an Example:
Your member has accessed your Community through your iOS App. They have then chosen their preferred subscription and pressed subscribe, starting the process of purchasing a subscription.
They then receive an important call and have to close the App midway through the process of purchasing the subscription. Later on, they instead access your Community via the Web platform and attempt to purchase a subscription there.
In this case, the member will be told that they have already started a subscription purchase on the iOS App and to return to the iOS App to either cancel or complete the process.
They will also be given the option to contact your designated Support email.
So What Do I Do?
The good news is that the information you need is available in the Console too, so let's start off by heading there.
Select Engage and then Members from the left hand menu, and locate the members account from the Member List – click into their account.
If the member has an active payment session, you will see a section in their account information page that details this. Here is an example from a member that has an active payment session via the iOS App.
As you can see, you are given the information for:
- Which platform the original payment session was started on.
- When the original payment session was started.
You are also given the option to remove the lock, however, we'll explain this process in a moment.
Option 1:
The first and best option, is to guide the member back to their original payment session so they can either resume or cancel it.
This should always be your first choice as it gives control to the member.
Option 2:
The second option, is to press the Remove Lock button in the Console.
We suggest only using this in a situation where the member is unable to access the original payment session.
This will remove the lock and allow them to start a new payment session on another platform.
However, it is important to note that this will not cancel the original payment session.
In other words, only remove the lock if the member is unable to go back to the original device and cancel or resume the subscription.
Top Tips:
- If you remove the lock via the Console for a member, it will not cancel their original payment session. It will only remove the lock from their original payment session, and allow them to purchase a subscription via their new chosen platform.
- On rare occasions, a member will be unable to access their original payment session – in this case, you can help them by using the Remove Lock button in the Console.
- This feature requires your Community Apps to be on a minimum version of:
- iOS v4.34
- Android v4.89