Active Subscription Stripe Status But Expired Account on Live Site

EDIT : Sorry, I searched the forum for an answer and didn't find it, which is why I created this topic but I finally found this one who answers one of my question ( versions.joomlapolis.com/forum/developer-members-support/247134-where-to-find-supported-stripe-api-version-in-cbsubs ). 


Hello,

I'm reaching out again to you because I'm facing a recurrent issue that I'm not sure how to deal with and I'd prefer to have a more expert's perspective on this, if you'd like.

This is the issue of having someone with an active subscription on Stripe but for some reasons, at a certain time, while the Stripe subscription continues, the membership is expired on the live site.

Members subscription on the site is said to have expired but the subscription status on Stripe is active and payments are being made. Then, they cannot access the members pages and are invited to renew their subscription. If they do, then a new one is created and two payments are being made with the two subscriptions active on Stripe.

I checked at the webhooks on Stripe but no errors are shown and everything seems to be working perfectly. 

I haven't changed the webhook for five years since the creation of the site and I wondered if that can be a part of the problem or if I should upgrade the Stripe API to then create a new webhook, since it seems to be a problem of connexion between CB Subs and Stripe ?

It is happening quite often now, since I upgraded to Joomla 5 and made the latest CB and CBSubs upgrades as well.

I have checked at the CB Subs logs and I regularly find an error linked with a webhook issue so this is why I think it might be caused by the API version but I'm not sure and I'd prefer to have confirmation on how to interpret this error message, that I'm sharing with you below. I have other kinds of errors but there's always the "stripe Webhook version mismatch" in it, while it never happened before.

My Stripe API version is set on "2020-03-02" and if that is related to this, which minimum and maximum version is supported by CB Subs ? Does it support the latest one, "2025-03-31.basil" ?

I prefer to ask you if it can be a part of the issue or if there can be something else that I'm unaware of to resolve this, since I don't want to make mistakes that could be too inadvertently damaging for the site.

Any help or insight would be highly appreciated and I thank you in advance for this ! 

I wish you a pleasant, bright and peaceful day.
Mathias 

If you're getting a "Webhook version mismatch." response then you need to update your Webhook version as you're below the minimum supported version. To do this just delete your existing webhook in Stripe > Developer > Webhooks and create a new one.

Thank you very much for your very quick help!

I've just updated the Stripe API to the latest version and created a new webhook, hopefully this will work and solve the problem, seeing how it goes over the next few days.

Wishing you all the best,
Mathias

Hello again,

As I've written in my last message, I updated Stripe API to the latest version and changed my webhook by creating a new one.

However, the new webhook didn't work and was showing an 100% error rate on Stripe. So, I let the other one and it seems to work since I have a 100% success rate on Stripe and no error logs so far on CBSubs.

I don't know if this can have a great impact on the smooth running of the site but it seems to work well like this with just having updated the API.

In case this might have some importance, the old webhook that works has this as URL Endpoint : " mysite.com/index.php?option=com_comprofiler&view=pluginclass&plugin=cbpaidsubscriptions&cbpgacctno=2&do=gw&result=notify&format=raw .

While the new one which doesn't work has this as URL Endpoint : " mysite.com/index.php?option=com_comprofiler&view=pluginclass &Itemid=256&plugin=cbpaidsubscriptions&cbpgacctno=2&do=gw&result=notify&format=raw"

To see the difference more easily and for more clarity, I have bolded the difference between the two. 


However, the bug is still going on and I really don't understand what it might be caused by   

Some members have their memberships expired out of the blue while payments on Stripe are still running and when they're trying to reactivate it, some succeed well even though I have to manually cancel the old one so that they don't pay twice but some others, even though they renewed their membership, they still cannot access the site. It is said that their membership is still expired even though the Stripe Payment has been made. 

I took a closer look at the profile of a member to whom this happened. She registered on the 15th of a month last year, with automatic renewal. It says that her subscription expired on the 15th of this month of April 2025 even though she hadn't cancelled it herself and Stripe payments continued. I saw the double payment and subscription so I cancelled the old one manually while refunding her for one of the payment. She renewed it on April 17 and it says on her account, on CBSubs Subscription that her “last renewal date” was April 17 but that the “expiry date” of her subscription was April 15. Despite the fact that she has reactivated her subscription, it is still expired and the expiry date is prior to the renewal date, which I find very strange and can't understand why and I can see that her latest subscription is still active on Stripe.

Normally, every member with an active subscription is assigned to a “member” user group, but this is not the case for her. 

Some other members have shared that they cannot renew their membership because it is always expired and cannot be renewed apparently.

Would you have any idea or insight about what can be the issue and how to resolve it ? I'd be highly and extremely grateful for any help, if you see fit. 

Thank you ! 

Mathias 

Is the new webhook URL accessible? You likely have an issue with the Joomla menu item it's using. Itemid is the Joomla menu item it's using. So the menu item with a menu id of 256 is probably not publicly accessible.

Within Joomla's menu create a new menu item of type Community Builder > Plugin. Next name it something like Webhooks. Now in "Plugin" select "CB Paid Subscriptions". Once it refreshes set "Do" to "Basket notification page" then save the menu item.

Now that you've a dedicated public and published Joomla menu item to CBs notification page check your CBSubs Stripe configuration again and make sure your webhook URL is now using the menu id of that new menu item for Itemid. If it is copy that URL into your Stripe webhook that you recently created. Also be sure to manually access that URL. It should just be a blank page with no errors of any kind.

This should resolve your issue with your webhooks.

As for users expiring you should always have at least a 3 day grace period configured within your plans under the Pricing tab if you're going to accept recurring payments. Payments can be delayed for verification purposes or due to webhook error retries from server related problems. The grace period will prevent people from expiring during those issues.

Thank you so much for these detailed and rapid answers, enlightening me on this specific webhook operation that I was unaware of!

I've done what you suggested and it seems to be working well so far. The menu item ID corresponded to the Member Profile page that was only accessible to members, so I created a new one with your instructions and saw that it had indeed changed the Endpoint URL in the CBSubs configurations that correspond to the newly created menu item.

Since last night, after doing this and inserting the new secret signature key into CBSubs, Stripe doesn't show any errors in requests and everything seems to be working correctly.

I also changed the grace period to 3 days.

I'll be watching this closely over the next few days and weeks.

Thank you very much again, that's very kind of you. I really appreciate it and am grateful to you for such precious help!

I wish you a beautiful day filled with all the best for you and send you all my gratitude and appreciation.

Mathias