Hello There, We’re sorry to hear that you’ve encountered an issue on your end.

We were able to successfully recreate the problem on our side and have already forwarded the details to our development team. As soon as a fix is implemented, we will make sure to keep you updated.

We truly appreciate your understanding and cooperation.

Hi there, Our team is actively working on a fix, and we will keep you updated as soon as it is implemented. We appreciate your patience and will share any updates as quickly as possible.

Hi there,
Thank you for getting back to us. We completely understand your concern. Please rest assured that the fix provided to you has already been added to our GitHub repository, and it will be included in an upcoming update accordingly. We will also keep you posted as soon as the official version with the fix is released.

In the meantime, if there is anything else we can assist you with, please don’t hesitate to let us know.

Hi there, I’m sorry to hear that you’re experiencing an issue with your subscription renewal.

I’ve forwarded the shared details with our development team, and they’re currently looking into it. Kindly provide us some time. As soon as I hear back from them, I’ll keep you updated accordingly.

Hi there,

Thank you for sharing the details. We followed the steps you described, but we were unable to replicate the issue on our end. To help us investigate further, could you please share the complete flow—from your initial setup to the point where the issue occurs?

If possible, a short video recording of the process would be extremely helpful, as it will allow us to follow the exact steps and identify the cause more accurately.

We look forward to hearing from you and assisting you further.

Thank you for sharing the details. Kindly provide us some time to check the same on our end and we will get back to you accordingly.

Thank you for your understanding and continued support.

Thank you for sharing all these details with us. Our team is currently reviewing everything, and we will keep you updated as soon as we have more information to share. We truly appreciate your cooperation and continued support.

Hello there,

Thank you for your continued support. We’re happy to share that our team has implemented a fix for the issue related to subscription product renewals. The update is currently undergoing thorough testing to ensure everything works smoothly.

Once the testing is complete, we will share the updated plugin with you so you can apply it on your end.

We kindly request a little more time to complete this process. Thank you again for your patience and understanding.

Hi there,
We’ve tested the updated plugin on our end and haven’t encountered any issues during checkout. If you’d like, you can first install it on your staging site to ensure everything works as expected, and then proceed to add it to your live site.

If you need any further assistance, please feel free to let me know.

Hi there,

I hope you’re doing well.

I just wanted to follow up and check if you were able to test the checkout flow on your end using the updated plugin we provided. Please let us know if everything is working as expected on your end.

If you need any further assistance, feel free to reach out-we’re here to help.

Sorry to hear that you encountered this issue. However, when we tested the renewal process from the customer’s My Account page, we did not experience any errors. Could you please share the steps to reproduce the issue so that we can investigate further and assist you in resolving it?

Thank you for sharing the details. Our team is currently looking into the issue, and we’ll keep you updated with any progress or updates accordingly.

Hi there,

Thank you for your continued support and patience while we worked on resolving the fatal error you encountered.

We’re happy to inform you that our team has successfully added a fix for the fatal error that occurred when the admin attempted to process the renewal. At the moment, we are thoroughly testing the automatic renewal flow to ensure everything works as expected.

Once our testing is complete, we will share the fixed plugin with you right away. Thank you again for your cooperation, and please feel free to reach out if you have any questions in the meantime.

Sure. Once our testing is complete and everything is working as expected, we will keep you posted.

Hi there,

First of all, we apologize for the delay. We are currently experiencing an issue with the automatic subscription renewal process. Our development team is actively working on resolving it, and we hope to provide you with an update this week.

Thank you for your patience and understanding.

Hi there, Sorry to hear about the issue you’re facing.

It appears that the block-based checkout is currently enabled on your site. At the moment, the Stripe marketplace option is not supported with the block checkout.

To resolve this, please go to Admin Dashboard → Pages → Checkout, and switch the checkout page to the classic checkout layout. After that, kindly check the flow again.

If you need any further assistance, please feel free to let us know. We’ll be happy to help.

This does seem quite unusual. Could you please check once whether the payments option is enabled by navigating to WooCommerce → Settings → Payments?

If the payment option is already enabled and you are still facing the issue, kindly create a temporary admin account on your test site and share the access details with us so that we can investigate and assist you further.

While sharing the access details, please remember to mark your reply as private.

We will look forward to hearing back from you.

Hi there,

We have checked your staging site and noticed that MultiVendorX Pro was not activated. Since the only payment option enabled on your site was Stripe Marketplace, and this feature is available exclusively with MultiVendorX Pro, it was not appearing on the checkout page while the plugin was inactive.

We have now installed and activated the fixed version of MultiVendorX Pro on your staging site. After doing so, the payment option is displaying correctly on the checkout page (https://www.awesomescreenshot.com/image/58339322?key=13eeba55b83cb0ec4fa5aae639c39b6b).

Kindly verify this from your end. If you need any further assistance, please feel free to let us know – we will be happy to help.

Hi there,

Thank you for getting back to us. This is a bit unexpected, as our team has already addressed the issue, and when we tested the updated plugin on our end, the fatal error was resolved.

Since you’re still encountering the error, we kindly request some time so that we can review the flow on the staging site you shared. We’ll investigate this further and get back to you with an update as soon as possible.

Thank you again for your understanding and continued support.

Hi there,

Thank you for getting back to us. We’re glad to hear that you’re no longer experiencing the error.

Regarding the renewal, please allow us some time to check, and we’ll get back to you shortly.

Hello,

Thank you for your cooperation.

Regarding the renewal payment failure with 3D Secure, we have done some research, and this is expected behavior when using Stripe 3D Secure payments. Since 3D Secure requires customer authentication, renewal payments cannot always be processed automatically. If the card issuer or bank requests authentication again, the renewal charge will fail and require manual customer action.

In such cases, the customer will need to manually complete the payment for the renewal to be processed successfully.

If you have any further questions or need additional assistance from our end, please feel free to let us know.

Hi there, Thank you for getting back to us with the update, and we’re sorry to hear that you’ve encountered this issue. Kindly allow us some time to review it, and we’ll get back to you with an update shortly.
We truly appreciate your cooperation and understanding.

This is a bit unexpected, as we have thoroughly tested the plugin and verified the entire flow on our site, where the renewal process worked as expected. That said, there’s no need to worry—we will deploy the updated plugin to your shared staging site, test the flow using our credentials, and keep you informed of the progress.
We truly appreciate your cooperation and understanding.

Thank you for getting back to us.

On the staging site you shared, we have added our test Stripe keys to verify the flow. You may remove these from your end and add your own keys to test the complete flow accordingly.

Please let us know if you need any assistance.

Hi there,

We’re happy to hear that the payment and renewal flow is working smoothly.

Regarding the description for the initial payment, I’ve shared this with our team for review. As you may know, our team is currently fully engaged with the ongoing revamp work. Once they have some availability, they’ll look into this, and we’ll keep you updated accordingly.

Please let us know if you need any further assistance in the meantime.

Hi there,

We’re sorry to hear that you encountered this issue.

The fix for this particular issue was not included in the latest release (MultiVendorX Pro 1.3.25), which is why you have experienced the problem on your end. For the time being, we kindly request you to use the previously shared fixed plugin.

Please rest assured that our development team is already working on including this fix in the upcoming revamped version. Once that version is released, the issue related to subscriptions should no longer occur.

In the meantime, if you have any questions or require further assistance, please feel free to let us know. We will be glad to assist you.