MemberPress – Add a missing payment that processed in Stripe

These instructions are to be followed when in Stripe you see a completed payment, but that payment is not reflected on the MemberPress > Transactions page and/or is not connected to its subscription on the MemberPress > Subscriptions page.

Please note that a missing payment is a sign that there is an issue with your Stripe webhook or (though less likely) it is being blocked by a server/host security feature or impacted by aggressive caching. Please follow our instructions in the Gateway Issues section below (first point) to fix this.

Step 1 – Locate the Transaction ID in Stripe

To begin with, you will need some information in order to find the payment if you are not already aware of it. Things you can use to search for it include:

  • The subscription ID (if a recurring subscription) as it appears on the MemberPress > Subscriptions page (looks like sub_xxxxxxx or if on an older version of MemberPress it might look like cus_xxxxxxxx).
    • Note: If you see a Subscription ID on the MemberPress > Subscriptions page for the user that looks like mp-sub-xxxxxxxxxxx, then that needs to be fixed before proceeding. Please follow these instructions to fix it. 
  • The user’s email, which can be found on the WordPress > Users page OR the MemberPress > Members page.
  • The date the billing happened.

With that information obtained, you can find the transaction ID in Stripe by following these steps:

  • Login to your Stripe Dashboard. You can use this link.
  • Using the top search bar, enter the information gained above.
  • Click on the PaymentIntents section from your search results. This is where payments are listed. 
  • Verify the correct payment based on the information you already have about the user and payment (date of purchase, user’s email, etc.). 
  • Click on the payment and scroll down until you see this section:
  • Copy the Latest charge ID you see there. This will be used in Step 2 below.

Step 2 – Manually add the Transaction

    To manually add the missing payment, you can follow these steps based on the type of payment you received:

    A Single One-Time Payment (NOT associated with an existing recurring subscription):

    • Go to MemberPress -> Transactions.
    • Select Add new at the top of the page.
    • Paste in Transaction ID you identified above in Step 1 into the Transaction number.
    • Select the user you would like the transaction to be associated with. You can start typing in the username, and available options will pop up.
    • Select which Membership the transaction should be associated with.
    • Add the transaction Sub-Total amount. This should be what the user paid you.
    • Add in any data related to taxes as applicable.
    • Set the Status of the transaction to Complete.
    • Set the Gateway to Stripe.
    • Leave the Subscription field blank.
    • Add the Created Date. The date you set here will be the date at which the user paid you.
    • Add the Expiration Date. The date you set here will be the date at which the user’s payment is set to expire.
    • Select Create.

    If you want to add a transaction to an existing recurring subscription:

    • Go to MemberPress -> Subscriptions.
    • Search for the user’s subscription you would like to add the missing payment to.
    • Hover over the subscription’s unique ID and click on the “Add Txn” link.
    • Paste in the Transaction ID you identified above in Step 1 into the Transaction number.
    • Select the user you would like the transaction to be associated with. You can start typing in the username, and available options will pop up.
    • Select which Membership the transaction should be associated with.
    • Add the transaction Sub-Total amount. This should be what the user paid you.
    • Add in any data related to taxes as applicable.
    • Set the Status of the transaction to Complete.
    • Set the Gateway to Stripe.
    • Leave the Subscription field as is (it should have been auto-populated with the correct ID).
    • Add the Created Date. The date you set here will be the date at which the user paid you.
    • Add the Expiration Date. The date you set here will be the date at which the user’s payment is set to expire.
    • Select Create.