Sumo Subscriptions issues typically fall into three categories: payment failures, display problems, and customer management issues. Here is how to fix the most common ones.
Automatic Renewals Are Not Processing
Automatic renewals require:
- A compatible payment gateway — verify Stripe or PayPal is configured for stored/tokenised payments, not just one-time charges
- WordPress cron running correctly — renewals are triggered by WP-Cron. Use WP Crontrol to verify renewal cron jobs are scheduled and firing. On low-traffic sites, WP-Cron may not trigger at the correct time — set up a real server cron job to trigger WP-Cron reliably
- Valid stored payment token — if the customer’s card expired or they removed their payment method, renewals will fail. Check the failed renewal email is configured to alert customers to update payment details
Mixed Cart Not Working
If customers cannot add both subscription and regular products to the same cart:
- Verify Mixed Cart is enabled in Sumo Subscriptions → Settings → General
- Check for conflicts with other WooCommerce extensions that modify cart behaviour (WooCommerce Subscriptions if installed, custom cart plugins)
- Test in a staging environment with only Sumo Subscriptions and WooCommerce active to isolate the conflict
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Subscription Products Not Appearing Correctly in Cart
If subscription products show as regular products in the cart (no recurring price display):
- Verify the product has Sumo Subscriptions enabled in the product’s Sumo Subscriptions tab
- Check for theme conflicts — some themes override WooCommerce cart templates in ways that strip Sumo’s added subscription details
- Clear all caches after configuring subscription products — cached cart templates may show stale data
Installment Billing Stops Before Completion
If installment billing stops before all payments are collected:
- Check the subscription status in Sumo admin — a cancelled or failed status explains premature stopping
- Verify the total installment count was configured correctly when the product was set up
- Check if the customer cancelled from My Account — installment subscriptions are cancellable by default unless you restrict self-cancellation
Customers Cannot Find Subscriptions in My Account
If the Subscriptions tab does not appear in WooCommerce My Account:
- Go to WooCommerce → Settings → Advanced → Page setup and verify the My Account page is correctly assigned
- Check Sumo Subscriptions settings for the My Account endpoint configuration
- Verify the customer actually has active subscriptions — the tab may only appear when subscriptions exist
- Flush WordPress permalink settings (Settings → Permalinks → Save) to regenerate endpoint URLs