Troubleshooting

If customer Cannot Subscribe To Mastermind

1. Click “My Account” at the top of the Jump Consulting website.

2. Click on “Subscriptions”

3. Click “Resubscribe”

Clients Needs to Update Payment Information

1. Attach the link to update card

2. Send Update Payment Canned Email (template below).

Canned Email 

Hey there, name!! 

We think that your payment might need to be updated!!

To update your card, go here: https://jumpconsulting.net/update-card/

Note: It does require a submission of 10 cents in order to authorize your card, but your card won't be charged.

 Let me know if that works and we will check on our end as well- thank you so very much!!!

{Signature}

Failed Subscription (Multiple Attempts)

There is a minimum 1-hour delay between requesting a retry in WooCommerce and the card actually being run. WooCommerce will automatically retry subscription payments using their dunning technology for payment recovery. Usually, the automatic system succeeds. The following steps are only to be used after the automated system is unable to recover payments. 

1. Go to subscriptions in WooCommerce. 

2. Navigate to the subscription you want to force a retry for. The status will be set to “on hold” which is the default after the retry system fails.

3. Change the status from “On Hold” to “Active” and click the blue “Update” button in the sidebar. 

4.  Once updated, the “next payment” date in the sidebar will be updated to the next payment cycle, 30 days out. 

5. Change the date to today. WooCommerce will automatically say “please pick a date at least 1 hour in the future.”

6. Click “OK” and the time will automatically update to 1 hour in the future. 

7. Click update, and WooCommerce will reattempt the charge in 1 hour.

8. If the payment still fails, email the client using the failed payment email templates.

Renewing Canceled Subscription 

If a member canceled by mistake or you are needing to manually create a new subscription in WordPress watch the video.

After this, you can send them an email saying to confirm their invoice for this payment or go to "users" in WP, search their name or email, then click "switch to" on their profile. Go to "orders" and from there you can click the button that says "pay now or confirm payment" and process the payment manually.  

Once processed, double-check in Stripe and make sure the next payment is the same day they are typically charged, and email them to let them know their payment has been processed. 

Annual Renewal Updates

• In weekly updates, let Bella know two weeks ahead of time who is getting an email for annual renewal update.

• Reach out and tag those people in the mastermind.  This includes personally inviting them to events via DM or email (whichever they respond to) and tagging them in some popular threads that are happening in the moment.

• A week after we send the email, notify Bell of them again and tell her if they have responded anywhere or not.