Unable to reactivate the profile.

[hm2k]

I customer has started a new subscription for $6 per month.

I decided to give this customer their first month free, so I refused the innitial payment so the subscription failed and was suspended.

I then went on to reactivate their subscription, but it says "Unable to reactivate the profile."

I can't understand why I am getting this error.

Any ideas what is causing this problem and how can I fix it?

[PayPal_david]

Hi Hm2k,

I would think that it may be due to you never receiving a payment from your customer. You should consider cancelling the subscription and then asking them to make a payment when the next payment is due and this should reactivate the subscription between yourself and your customer's PayPal accounts.

I hope this helps,

David.

[apprbiz]

I have the same issue. My subscription customer paid their first payment. When the second payment was skipped (another PayPal issue), I invoiced the customer (as a PayPal customer service rep suggested). The customer paid the invoice. I canceled the payment for the month and her account was suspended. Now I cannot reactivate the account.

[cyandippy]

Hi I'm having exactly the same problem and keep being sent round in circles by the customer service team. 

How did you manage to sort it out?

thanks

[Innow]

I have same problem. When I click "Reactive" I got error "unable to reactive the profile". 

But I found the solution: 
1. Change "This profile will be suspended after" -> "No limit failur"
2. Before you can save, you need write something to the message textarea 
3. Save
4. Click "Reactive" and it works!

Paypal is a little complicated 😉

[PayPal_paula]

Hi Innow, 

Thanks for your update and your detailed response.  I am sure it will help other members. 

Kudos to you 

Paula 

[moomoo]

Hi Innow,

Where do you do: (I've looked and looked!)

1. Change "This profile will be suspended after" -> "No limit failur"

[Innow]

Hi, 

Profile -> My selling tools -> My automatic payments (update) -> Click your suspended customer's name -> Change -> Number of failed payments allowed before suspending this profile -> No limit      (this name is changed)

[moomoo]

thanks you sooo much!

[tcarnell]

Wonderful, thanks. Perhaps the 'suspended limit' is not reset when you attempt to reactive the subscription, so if there is already 1 failed payment, the subscription is not allowed to be reactivated. I found a similar solution - I set the 'failed payment' limit to 2 (the one that already failed and the next one). Reactivation then succeeded.