Recurring Membership subscription issues

Dear Members,

As many subscriptions are approaching renewal time, we are seeing a number of failures to renew for those with a recurring subscription.

The primary issue appears to be expiry or cancellation of the credit card associated with the recurring subscription. The system does attempt to process the transaction 3 times over a number of days, notifying the member via email after each failed attempt and, once again, when the subscription is cancelled. However, a number of members have advised that they did not receive the initial notifications, only receiving the final 'subscription cancelled' email.

Note: This issue only relates to recurring subscriptions, not to 1 year subscriptions, or renewal by invoice or direct debit. If you're unsure if you have a 1 year or recurring subscription follow the steps below.

Steps to follow:

To check/replace your credit card, click on My Membership button below. Select My Wallet to view current card/s. You can add a new card and remove an expired card. Now select My Subscription and click the Update Payment method to initiate a retry of the payment.

MY MEMBERSHIP