PayPal email cancelled my automatic payment

Hi Christy,

Subscriptions which use PayPal are actually controlled by PayPal and our systems track subscription status based on information PayPal sends to our endpoints. PayPal will sometimes cancel subscriptions for various reasons (typically because the payment method will expire before renewal). In rare cases PayPal will cancel a subscription for reasons unknown and not hit our endpoints to let our system know. When PayPal renews a subscription, it also notifies our system and the next payment date refreshes and the license stays active (we have yet to have a subscription renew without our system being notified).

When PayPal cancels a subscription and doesn’t let our system know, our system will keep the subscription and license active and expects to receive a renewal notification from PayPal on the next payment date. If a subscription is cancelled within PayPal, the user will not be charged again, regardless of our systems next payment date. If our system does not receive a renewal from PayPal within a couple of days following the renewal date, it automatically changes the subscription status to expired until the user choses to resubscribe.

On April 12th, for reasons yet unknown, PayPal cancelled approximately 70 subscriptions and didn’t let our system know about any of them. Your subscription was one of them. I went ahead and changed your subscription status to “Pending Cancel” which is the true status since the PayPal subscription is no longer active. When your subscription expires, May 19th in this case, your subscription will change to “Cancelled” in our system as well.

You may resubscribe anytime before or after the subscription expires. Note: Our system removes subscriptions after they have been cancelled for 3 months. After 3 months, you may always start a new subscription and the license will automatically transfer.

Let us know if you have any questions.

Have a great rest of your weekend!