Symptoms

The subscription is based on the service plan with Auto-Renewal Enabled (On), but the subscription setting show that the auto-renewal is disabled, therefore the subscription was not automatically renewed.

Or the contrary situation - the subscription has been renewed, but on the service plan level an option for auto-renewal is disabled.

It is required to find out who and when changed the subscription autorenewal option.

Cause

  1. Auto-renew setting can be changed by the staff member or the subscription owner. The last change is visible in the database:

    pba=> select "AutorenewOptionUpdatedByUsersID","AutorenewOptionUpdateTime"::abstime from "Subscription" where "subscriptionID" = [subscription_id];

    If the AutorenewOptionUpdatedByUsersID is set to some value (not -1 which is a system user), that means that the subscription setting was changed by this user with this id at the time from AutorenewOptionUpdateTime. If an option has ever been changed by some user, then it is not reset to the service plan setting on the subscription synchronization with the plan.

  2. If the AutorenewOptionUpdatedByUsersID is set to -1, but the auto-renew setting is different from the service plan the subscription is based on, check if there were any orders to change the service plan (it can be seen in the subscription service status history or by checking the related orders list). If there was a service plan change, check an auto-renewal option on the initial service plan. If it is disabled there, please refer to the article #116976, which describes the reason in more details.

There is also a possibility of a related situation - an option was changed later than the renewal order shall have been generated (determined by AutorenewOptionUpdateTime). The only way to find the recent manual changes is checking the BM.log/generic_worker.log/billing.log. The methods are SubscrAutoRenewOff for manual disabling the auto-renew option from CCP, SubscrAutoRenewOn for enabling, EditSubscription for changing the option by the provider's staff member from the provider's control panel.

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