Situation: Start by looking up the Parent Account in Memberpress Members (MPM).  


If there is a Parent Account, but the account is missing a transaction or is Inactive…. this means they had a previous membership, and they tried to upgrade or renew through the Student Account.





Basic Troubleshooting Thought Process

 




Step-by-Step Instructions



Step 1: Check Stripe (payment system) for customers payment. Look up customer by their last name. 

  • I found the payment under the parent’s name: In this situation you need to go back to MPM and just add a new transaction to the Parent Account. 
    1. To add a new transaction, you will need to go to the customers transaction and click “New” at the top left. 
      • You will need to input the customers username and the membership they purchased. 
      • At the bottom you will see two check boxes, please UNCHECK them so it does not notify the customer. 
      • Once finished you will need to click “Create” 
    2. Once the transaction is created you will need to go into the backend of the customers profile. (You can do this by clicking on their username.) 
      • In their profile you will need to scroll down to the Student Accounts section and make sure their new membership is checked and the correct number of seats are allocated. 
    3. You have now fixed this scenario!! 

 

  • I found the payment under the student’s name: In this situation it means that the transaction is attached to the Student’s Account in MPM. 
    1. You will need to go back to MPM under the Student’s Account to remove the transaction. 
      • Before you remove the transaction please save this information for later use…. Membership, Subtotal, Expiration Date. 
      • To remove a transaction, you will need to select the current transaction and hit the “Delete” option. Sometime this does not always work so you can just expire the transaction and change the sub-total to $0.00. 
    2. Now you will need to go to the Parent Account and add a transaction. 
      • To add a new transaction, you will need to go to the customers transaction and click “New” at the top left. 
      • You will need to input the customers username and the membership they purchased. 
      • At the bottom you will see two check boxes, please UNCHECK them so it does not notify the customer. 
      • Once finished you will need to click “Create” 
    3. Now the Parent Account is Active, and you will need to go into the backend of their profile. (You can do this by clicking on their username.) 
      • In their profile you will need to scroll down to the Student Accounts section and make sure their new membership is checked and the correct number of seats are allocated. 
      • Once you have finished that you will need to scroll back up and click on “View As”. This will take you to the front end of what the customer sees. You will need to go to Memberships>Subscriptions> Student Accounts. 
      • In the Student Accounts section, you will need to add the existing student accounts by selecting their names from the drop down, and clicking “Add” at the bottom. 
    4. You have now fixed this scenario! 

 

  • I did not find a payment at all: Escalate the ticket and assign to Matthew