Subscription renewal payments not processing

[livruff]

Hi, I have a subscription business with automatic payment renewals on the first of every month. This month the renewals are not going through as usual, only 10% of the renewal payments have been taken and orders created. I dont understand why it's not renewing as normal??

[tpetcouk]

We have subscription payments scheduled every single day, they have been working fine for the last year but yesterday none were processed.

[livruff]

That's interesting, I thought it may have been because I updated the Woocommerce subscription plugin I use recently that may be causing conflict or possibly server issues. It may an issue with Paypal then. I will contact them now, though I don't think I will get far as I use Paypal standard. Please let me know if you manage to get it sorted and I will do the same

[tpetcouk]

I currently have a ticket open with the tech teams, I spoke to business support over the phone but they could not see any issues.

I use EDD and the EDD Recurring Payments system, it has been flawless up until yesterday...

Here are the instructions I was given to open a ticket... Good luck!

1. Go to www.paypal-support.com​
2. Click Contact us at the bottom of the page.
3. Click the Log In with PayPal button, Create an Account, or use your Merchant Technical Support Portal Login. 
4. Fill out the information requested in all required fields.
   • Provide a subject, description including the webpage URL, error messages with timestamps, steps on how to reproduce, and the percentage of transactions being impacted. If you have a manager account at manager.paypal.com make sure you enter your manager login information and the partner. (Note: If you're processing through PayPal, it is recommended that you select the PayPal Radio button and provide the primary email address of the account experiencing issues.)
   • Environment - Production is the PayPal live site -  if your website has been active for a while, or it relates to any issues on paypal.com. PayPal Sandbox/Pilot/Test - if you are in a testing environment. 
   • We recommend you upload any screenshots of the issue you're experiencing and the source code of the respective page, as this will help the technical department resolve it faster.
5. Click Submit to complete your ticket.

[livruff]

Thanks, I gave support a call this morning and they confirmed there is a glitch in the system and are working at resolving. I was added to the support ticket as there were quite a few who have experienced the same. Hopefully it will get sorted some time this year

[jordan-brough]

We're having the same problem. No subscription renewals have happend for Oct 1 or 2.

[livruff]

Yep nothing today either, not sure if much will happen until Monday now

[tpetcouk]

I had the same phone call. I recently received this email too in response to a support ticket... Thank you for contacting Merchant Technical Support. Unfortunately, the problem you're experiencing may be caused by some technical issues with the PayPal system. Our engineers are currently working diligently on a solution to this problem. I am going to assign this ticket to our internal engineering ticket so that when the problem is resolved, you will be notified of its completion right away. This ticket will remain in an "On Hold" status until you're contacted about the resolution. I apologize for the inconvenience and thank you for your patience!

[livruff]

Frustatingly, if or when this gets sorted the renewal dates will probably change to the new date the renewals get done on and we can't manually change them back to the 1st

[tpetcouk]

Anyone experiencing this again today? No recurring payments have been processed yet today and by this time (4pm) we have usually received all our payments for the day...