Membership

Why am I getting the Error Company Name must be entered?

An error has appeared on the payment membership form requiring Company Name, but ...

An error has appeared on the payment membership form requiring Company Name, but there's no field to fill out that information. How do I fix it?

A: If the membership type selected is set to the Account Level, then a company name to match with an account is required.

The Payment Options can be found in the Payment form, and the levels can be viewed there if you are unsure.

To enable the Company Name field:

Go into the Payment Form, and go to the Donation section.
Check that the Enable Donation By box is ticked, and the Donation by Options has Company and/or Organisation is selected.

Note: If you select the Individual option also, it'll use the contact name entered in the the payment rather than the new field being available.

When the Company or Organisation option is selected in the online form, the field will be made visible.

Note: This does not make Option to Donate available, even though it's in that section. That option will need the Enable Donation With box ticked if you would like this option available.

I renamed the some fields in the Payment Form Builder, but the fields Membership No. and Membership type don't pick up the new wording, how can those be updated?

There are two fields on the Payment form that control these field labels, Payment ...

There are two fields on the Payment form that control these field labels, Payment Option Label (Membership) and Membership ID label (Membership No.) The need to be udated there. These fields are in the Subscriptions/Memberships section on the Payment Form

We are trying to create another membership/subscription for a contact, but the payment txn just keeps getting related to the contact's existing membership. How can that be changed?

On the Payment Form there is a field called "Duplicate Subscription/Members" that ...

On the Payment Form there is a field called "Duplicate Subscription/Members" that has two values, Merge or Create New. Merge will merge any payments to an existing membership if there is enough matching criteria (name, email, payment form, etc). Create New will create a new membership, regardless of if the contact already has existing memberships.

If no value is selected, it will default to using the Merge behaviour.

How can I set memberships to automatically renew?

There are some different options: Add the Automatic Renewal checkbox to your paym ...

There are some different options:

Add the Automatic Renewal checkbox to your payment form and the member can select this option when they sign up. See how to add fields here, and add it to the field set you wish to have it display. The field is part of the Payment2Us package, so you do not have to make a new custom field, just add the existing field to your Payment Form.
Find the Payment Options that you wish to have renew automatically, and check the Automatic Renewal checkbox. This will apply auto renewals to all memberships from then on using these Payment Options. Existing Memberships will need to manually be updated.
Make sure the payment option has a frequency that is not blank or Once-off. For example "Annually". This is required so a Recurring Payment is created and linked to the Subscription. The Recurring Payment is what will actually charge the renewal.

How is the Membership No. assigned?

If the "Membership No." on the Contact or Account Object is blank, then it will b ...

If the "Membership No." on the Contact or Account Object is blank, then it will be automatically assigned when the Payment Txn goes through the Matching Process.
If there is already a Membership No., the it will NOT be updated.
The "Override Target Contact Values" on the Merchant Facility must be set to Yes for the Membership No. to be assigned.
The Membership Number assigned is from the field "Membership No.". Membership No is based of the field "Membership Id". If the "Membership Id" is blank then the "Membership Next No." is used.
For accounts, the Membership No. is prefixed with "A".
Should you wish to use your own numbering sequenced, then you could use a workflow field update to assign the Membership No. at the Contact and/Or Account levels.

NOTE: Membership No. is assigned to all contacts regardless of the payment being for a membership or not. This is due to some organisations also using this as a support/unique contact number. If you only require this for members, then you'll need to add your own logic with Flow etc (support on this logic is not available through standard Payments2Us Support).

Why is the Membership No. NOT assigned?

If the Membership No. is Not Assigned at the Account or Contact Level then check: ...

If the Membership No. is Not Assigned at the Account or Contact Level then check:

The Batch Processor on the Merchant Facility is Started
The picklist field "Override Target Contact Values" on Merchant Facility is set to "Yes"
Check the user processing the records or the one that started the Batch Processor has a Payments2Us Permission Set assigned.
Check the Error Log - Payments2Us Tab to see if there are any errors recorded.
Check the Payment Txn, field Status. This should be at "Matching Complete".
Also check the Payment Txn related field history for Status and Confirm that it has not been changed directly to Matching Complete. The prior Status should be "Payment Complete" or "Receipting Complete".

Why isn't the Print Email Receipt field updating on a membership/subscription record when I change the email address on the contact?

When the Contacts email address changes, this updates the "Print Email Receipt" o ...

When the Contacts email address changes, this updates the "Print Email Receipt" on the Contact with the updated Email address.

If the contact is linked to an Account Subscription or (contact) Subscription, then the related Subscription's "Print Receipt Email" address is also updated.

There are a few things that may stop this from happening.

The Print Email Receipt will only update from the Contact if the end date is greater than 180 days in the past and into the future.
The user doing the update of the email address did not have the permissions to update the related Account/Contact Subscription.
To fix this:
1. Make sure all users have one of the Payments2Us Permission Sets assigned to them, for example the Payments2Us Standard User.
2. Make sure users profile have Read/Update access to the Account/Contact Subscription Objects.
When Payments2Us attempted to update the related Account/Contact Subscription, a custom Flow/Process Builder/Workflow on the Account/Contact Subscription tried to update the parent Account/Contact. This in turned caused a recursion update error and the error will be logged in the "Error Log - Payments2Us".
To fix this, please see FAQ: For program/area contactUpdate.printEmailReceiptUpdate

How to Cancel a Membership?

To Cancel a Membership follow the steps : Activate the workflow - "Subscription C ...

To Cancel a Membership follow the steps :

Activate the workflow - "Subscription Cancelled" .
Open Setup->Search Workflows->Find "Subscription Cancelled" by doing a Alphabetical look-up.
Go to the Subscription Record you want to cancel and set the Membership Status field to Cancelled.

This will automatically set the Renewal Reminder field to "Cancelled" and End Date to "TODAY's Date.

How Membership renewal dates are affected by Subscription Lapsed Grace Days specified at the Merchant Facility?

Merchant Facility has a field called "Subscription Lapsed Grace Days" were we can ...

Merchant Facility has a field called "Subscription Lapsed Grace Days" were we can specify how many days grace from the previous subscription/membership should be given without starting afresh from todays date, vs. making the subscription start from the expired date.

Here are some example scenarios how the Membership end dates change when "Subscription Lapsed Grace Days" is blank.

For a member who renews BEFORE their expiry date has passed – membership term is 365 days from day after their current expiry date
End date-30/09/2021
Renewed on - 29/09/2021
End date changed to- 30/09/2022
For a member who renews AFTER their expiry date has passed – membership term is 365 days from transaction date
End date-21/09/2021
Renewed on - 29/09/2021
End date changed to- 30/09/2021

Why does Invalid Membership No error appears when trying to make a payment?

The "Invalid Membership No" error occurs when either the Membership No or the Las ...

The "Invalid Membership No" error occurs when either the Membership No or the Last Name is Incorrect. This is done to provide security otherwise you could just enter a membership number that was around your number and bring up phone, email, address for a member.

If the Payment form has the field "Enable Membership Search" set to "Yes- External Validate, Internal Search and Display", then when a user making a payment on the public website, the “External validate ” means the membership number is only validated on submit (or Pay Now button). This option does not retrieve and show the members contact details. This option is available so as to protect a possible privacy issues should someone know the persons membership number and last name, they could retrieve the members personal contact and address details.

How can I or a member enter their Membership No. and auto-populate their contact details?

If you are looking to populate the members contact details or allow the member to ...

If you are looking to populate the members contact details or allow the member to populate their own details, then set the field "Enable Membership Search" on the "Payment Form".

For the picklist values, the word "Internal" means a Salesforce logged user and "External" means a member/contact on your public website. The picklist options therefore mean:

Yes - External Validate, Internal Search and Display. Internal logged in users can use the search. Public website visitors cannot do the search, but the combination of Membership Number and Last Name are validated when the form is submitted for processing.
Yes - Internal and External Search and Display. Both Internal logged in users and public website visitors can both to a search and auto populate of contact details.
No. or Blank. Means no search or validation of Membership No. and Last Name will occur.

For the search to start, both the "Membership No." and the "Last Name" fields must be entered on the Checkout Form.

Why does the Transaction Date match the date of payment for memberships?

This can happen when: During renewal process we update the Transaction date to th ...

This can happen when:

During renewal process we update the Transaction date to the Last Renewed date on the Subscription record. The renewal process uses the last renewed (if after today's date) and then adds the period specified at the Payment Option.
The timezone set for the Force.com Sites does not match your normal user timezone. Please check your setup of the Force.com Sites User Locale and Timezone.

What is the difference between Membership Id and Membership No.?

Membership Id- We use membership Id for validation via online form and matching p ...

Membership Id- We use membership Id for validation via online form and matching process and not for assignment.

Membership No- Is assigned the first time a payment is made via Payments2Us. When a new payment is received and the contact is created/updated, the membership number is assigned there ONLY if it is blank.

The "Override Target Contact Values" on the Merchant Facility must be set to Yes for the membership number to be assigned.

The Membership Number assigned is from the field "Membership No.". Membership No is based of the field "Membership Id". If the "Membership Id" is blank then the "Membership Next No." is used.

For accounts, the Membership No. is prefixed with "A".

How to add custom fields to the Member Details section for Joint/Family membership?

Please follow the links on how to create a custom field and make it available on ...

Please follow the links on how to create a custom field and make it available on the form.

How to add custom fields on a web form

How to make a custom field visible on public web forms

Then add the custom field to the field set on the Payment Item Object->Field Set->externalMemberDetails

Why we are getting the error - "Program/Area: contactUpdate.printEmailReceiptUpdateSubject: update(subscriptionSaveResults)Description: Object (id = xxxxxxxxxxxx) is currently in trigger AAkPay.contactUpd, therefore it cannot recursively update itself" ?

You may have another package that is interfering with the updates. The latest ver ...

You may have another package that is interfering with the updates.

The latest version of Payments2Us from the AppExchange should include the package name in the error if that is causing the issue.

Alternatively, there might be a process builder, workflow or flow that is going triggering from the subscription that is updating the contact record. This might be causing a similar error to occur.

Regardless of the above, you can manual address, There are field calls "Email" and "Print Email Receipt" exist on the Contact and one called "Print Email Receipt" on the Subscription object.

Add these fields to the page layout. Edit the page layout and make the fields editable.

Then simply put the correct email address into all 3 fields (probably copying the Email to the two "print email receipt" fields).

What will happen to the related Subscription record when the Status on the Recurring Payment record changes from Active to any of the following "Inactive, Suspended, Expired, Suspended- Max retries exceeded"?

If the Recurring Status is changed, then it will update the Membership Status if ...

If the Recurring Status is changed, then it will update the Membership Status if the SAME picklist value exists on both the Recurring Status AND the Membership Status fields.

FOR EXAMPLE:

The following is true for picklist values as they are delivered with standard Payments2Us. This may differ if you've added your own custom picklist values to BOTH the Recurring Status AND Membership Status.

If you change the Recurring Payment status from Active to Suspended Max retries.. then this will update the related Subscription record status also to Suspended Max retries.

But if you change the Status to any other values, it will not change/cancel the related Subscription record.

We have another field that has the Membership No. / Supporter No. - how can we use this field?

You cannot use this field with the inbuilt logic for matching or finding membersh ...

You cannot use this field with the inbuilt logic for matching or finding memberships / contacts by the Membership No.

What you can do though is add your own Flow/Workflow that copies your Membership No./Supporter No. over to the Payments2Us Membership No. field automatically.

Why is the status of my Payment Txn stuck at ‘Authorisation Start’ ?

In the Payment Form (Related to Merchant Facility Tab), if the "Pre- Authorisatio ...

In the Payment Form (Related to Merchant Facility Tab), if the "Pre- Authorisation" check box is ticked then this makes the Payment Transaction to be treated as Authorise and Authorise Complete process.

The status of Payment Txn would show as "Authorisation Start".

Why is the Recurring Payment Marked as Expired for an Automatic Renewal?

Background information Recurring Payments are marked as expired when the Next Pay ...

Background information

Recurring Payments are marked as expired when the Next Payment Date calculated/set is after the End Date on the Recurring Payment.

For recurring payments such as donations, If the end date on the Recurring Payment is blank, then a Recurring Payment will continue until the status is changed to anything apart from Active. For memberships, the End Date is required and represents the end date of the current period of the membership/subscription.

For Membership/Subscriptions; these are a linked to the Recurring Payment. If the related Account/Contact level Subscription has the Automatic Renewal checkbox set on, then the recurring payment will be extended by another period (e.g year) and the End Date on the Recurring also updated to reflect the new End Date.

Expired Status Issue

What can sometimes happen is when organisations have migrated data from an old system. If the related Account/Contact Subscription does NOT have the "Automatic Renewal" checkbox set PRIOR to the Recurring Payment being processed, then the Recurring Payment will be marked as Expired.

NOTE: If the renewed Account/Contact Subscription has the Automatic Renewal set, then the Account/Contact Subscription Automatic Renewal is updated to being checked. You will need to check the Account/Contact Subscription Field level history and will see Automatic Renewal enabled there. The below screenshot shows the Automatic Renewal being set.

To address other potential issues, use data loader or similar to update the Automatic Renewal checkbox on all Account/Contact Subscriptions that are supposed to be automatically renewed and have a related Recurring Payment.

How can I change the Subscription Type Name?

When a Subscription is created, the field "Subscription Type" gets generated with ...

When a Subscription is created, the field "Subscription Type" gets generated with a Contact Name and Subscription Name as this field is set to default field name to "Name". It is possible not to have the contact name in the subscription type and you can achieve this by creating a Flow Builder. Extending or changing workflows flows is not part of our free support.

Why "Tax Amount" is not getting populated within the Payment Txn?

When the "Foreign Transaction Tax Excluded" on the Merchant Facility is ticked/se ...

When the "Foreign Transaction Tax Excluded" on the Merchant Facility is ticked/selected, the Tax Amount on the Payment Txn is ONLY assigned when the "Default Country" on the Merchant Facility matches the Country on the Payment Txn.

For Example for when the "Foreign Transaction Tax Excluded" is selected on the Merchant Facility:

If the Default Country on the Merchant Facility is "Australia" and the Country on the "Payment Txn" is also "Australia" the Tax Amount is calculated.
If the Default Country on the Merchant Facility is blank, or "New Zealand" and the Country on the "Payment Txn" is "Australia" the Tax Amount is NOT calculated.

If you would like to have Tax calculated and not be dependent on country then untick the "Foreign Transaction Tax Excluded" on the Merchant Facility.

Also see the How to calculate tax guide for more information on Tax.

How to I update custom fields on the Membership / Subscription object from the related Payment Txn?

Subscription is the one of few objects that doesn't work with like to like API fi ...

Subscription is the one of few objects that doesn't work with like to like API field name copying in Payments2Us.

However, with a simple flow on the Payment Txn (status equals Matching Complete - so it will not impact any payments and subscription not equal to null) that can then update the subscription record with the relevant field (e.g. Campaign).

NOTE: Flows and customisations are NOT included as part of our standard support. For any further details or information, you will require our Premium Support service.

Can we have free memberships?

At this point in time, $0 memberships is ONLY supported with Manual Payments. Thi ...

At this point in time, $0 memberships is ONLY supported with Manual Payments. This is normally used for membership types such as Life or Patrons.
If you wish to provide Free Memberships to the online checkout form, then you can do this using 100% discount Voucher Codes.

What are the various date fields on the subscription?

Last Renewed Date - This is set from the Payment Txn, field "Transaction Date".If ...

Last Renewed Date - This is set from the Payment Txn, field "Transaction Date".
If this is a renewal and the date is within the Grace Period (set on the related Payment Form), then this date will be the previous Subscription End Date
Last Paid Date - This defaults to todays date for when the Payment Txn was processed to Matching Complete Status.
The related Subscription, Payment Date - This is the Transaction Date from the related Payment Txn

Why do new Automatic Renewal Memberships paid by Direct Debits show the end date as today?

For Direct Debits, the Payment is not received/processed in real time like credit ...

For Direct Debits, the Payment is not received/processed in real time like credit cards. The Membership is marked with an edit date of today when the customer signs up. Once the Payment is processed, then the membership update is marked as the correct end date for the membership (most often Annually and therefore 1 year from the sign up date).

For Direct Debits processing through Internet Banking the Recurring Payment needs to be approved, the Direct Debit Batch fully processed and marked as complete.
For Direct Debits Processed Automatically, the Payment is automatically attempted the day after the member signed up. The Payment may take between 3 and 10 days to clear the banking system. If the Payment has cleared the banking system, then the membership end date is updated.

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