Hello, we're running into an issue on our site where we are intermittently losing users even though they are subscribed to the site. The payments are shown in our CB Subs subscription system but the users are not showing as users in Joomla or Community Builder.

This is for the site www.marylandshallissue.org. It's running CB 2.4.0.

Joomla is 3.9.1
PHP is 7.1.26

Relevant plugins:
Community Builder
CB Paid Subscriptions
CBJuice 2
Kunena Forums

The site also users a few other extensions:
JoomCareer
MijiShop
JEvents
Regular Labs
There are a few other extensions/modules related to the template/editor/modules, but nothing that should affect users.


I was able to find additional users who were missing by looking at payments made in the payment basket part of CB Subs. Here’s the breadcrumbs to follow the trail.

Finding missing users.

• In CB Subs admin portal, look at Payment Baskets and find where users are ‘—‘ by shorting on Username column.

• Look at the payment basket ID

• Run a SQL query against the cbsubs_payment_baskets table

• SELECT id, user_id FROM `dto85_cbsubs_payment_baskets` WHERE id IN (1206, 1830, 2400, 2483)

• Run a SQL query against the comprofiler table

• SELECT * FROM `dto85_comprofiler` WHERE user_id IN (2147, 3798, 3331, 3721)

None of the resulting user ID show up in the user table.



Any help with this would be greatly appreciated. Is there a way to restore these lost users and get a list of those that should have had active memberships so we can reach out to them and recover gracefully?

I've reviewed the plugins and components we have installed. None of them would have the ability to delete users on the site without the intervention of an administrator.

That said, half the admin accounts haven't been logged into recently, and it's unlikely that the rest of them would have had a hand in deleting accounts like that.

I would very much appreciate it if you got into our site and had a look around yourself. Let me know what sort of access you'll need and I can get the appropriate accounts put together.

When you say "blocked" what do you mean? We do have a scenario where a user signs up and we require a response from a confirmation email. They can sign up as a site user AND sign up for a plan (subscription) at the same time. Could there be a scenario where they would be "blocked" (not confirmed) and have a subscription where you might auto delete the users?