Subscription not renewed after Stripe payement completed

We don't have CB auto actions installed.

CB Subs plan Integrations I use in CB Subs in my plan configuration:
1) SQL action type 'internal' at activation(for new registrations) and the same at renewal:
UPDATE `xxxx_comprofiler` SET `acceptedterms` = 1, `acceptedtermsconsent` = NOW() WHERE `id` = [user_id]
2) I use CB Fields to update in the user record 1 field and add '2025' to it (the field is type check box multiple) and has 2017 to 2025 as possible values) 
3) URL=not used
4)options=not used
5) email: I send 1 email to 1 email adres both at activation and at manual renewal.
6) the plan has a plan image

Anything that these users have in common and distincts them from other users? I have asked myself this question several times, can't think of anything. 
In the user profile, we store typical info, name, address, phone, gender, contact details, the years they paid membership, ... and of course the values in those fields are specific for every user.
All these users have the same top plan (member of our club) and are renewing this plan for 2025.
We have 3 sub plans under the main membership plan, which only limited number of users is paying for in a second payment. But the issue happened so far only with the top plan, and none of the users with the error bought or had a sub plan in the past or paid for it now. Like most users who don't have the issue, 

The only mistake I could find so far, is that at renewal, the plan sends an email to a no longer existing email address. I corrected that. The issue occurred before and after that change. So I consider this not relevant.





 

Very weird. I can take a look Monday if you PM backend super user login credentials (see PM link in signature below to quickly message me). Include the usernames of users impacted and will review. Sometimes a second set of eyes can help!

Were there any indicators at Stripe itself? Like the payment going through fraud processing or something of the sort?

I'm wondering if somehow the basket expired before their payment completed. What is your basket expiration set to within CBSubs > Settings > Display > Baskets? If it's a short time try increasing it a bit to account for delays in payment processing.

the basket time out settins are the normal values = 3 24 96 hrs.
In stripe I don't see anything special or different. For stripe the payment is completed.
See an example in the uploaded files of the stripe payment details and the stripe webhook details of a failed renewal.
I checked several failed renewals in stripe, they all look ok, normal completion, within a minute, . 
 

Have reviewed your install. Appears you're using hosted Stripe payments. The users you've listed appear to have went to Stripe Checkout and never returned. The redirect back from Stripe Checkout should've paid the basket and created the subscription.

If that fails a webhook is responsible for doing so. Specifically checkout.session.completed. Is that webhook event enabled for your webhook URL at Stripe? You have zero IPNs logged from Stripe in CBSubs > Notifications (notice they all have type web_accept) so it appears they are never reaching your site. So either the webhook url is incorrect, not configured to send the correct events, or something configured/installed is preventing Stripe from reaching CBSubs.

So effectively if the user pays and doesn't let Stripe send them back CBSubs will never be notified of payment due to non-working webhooks. I do have a failsafe in place for Stripe though. If they attempt to pay again it should notice the pending checkout session and will verify status of payment if possible.

When you attempt to directly access the IPN URL within CBSubs > Stripe > YOUR_GATEWAY it redirects to CBs login page. This means the plugin isn't accessible to the public. Generally due to a Joomla menu item configuration issue. Easiest way to workaround this is to just create a Joomla menu item for that URL then add its menu id to the URL.

I've went ahead and made such a menu item for you under your Community Builder menutype. Now all you need to do is edit your webhook at Stripe and append &Itemid=1579 to the webhook URL and Stripe should no longer have any issues reaching CBSubs. You can confirm this yourself as well by accessing the webhook URL directly as instructed above after adding that to the URL you should see just a blank page.

Be sure to remove &Itemid=508 or any other Itemid currently in the webhook URL as well. The above is the only one that you should need.

Thanks for your time and clear advice!
Webhooks is unknown territory for me... I had setup a webhook in the Stripe account config, but only with the home URL of our site. I saw it had failed attempts only.
I removed the existing, and created a new webhook in Stripe with the URL of the menu point you created. Added that Stripe webhook secret in the gateway config in CBSubs.
I tested several times with adding a new subscription to my profile, going to the Stripe payment page and cancel the payment in Stripe. I would expect to see any webhook attempts there, but it remains empty. 
I have only today left to get this solved, tomorrow hospital... Could you please advise again?

I cannot access CB Subs baskets anymore now: when I click the SBSubs menu option baskets, I get an SQL error - see uploaded image