user accounts are disappearing

[16k_zx81]

I am experiencing a particularly troubling problem.

Several members have emailed me this week saying they are getting "no such user" errors when using their login credentials.

On further investigation, their user accounts have disappeared completely.

I have re-created the accounts manually, but really need to try and solve this as its quite an issue given that these are paid accounts.

Can anyone suggest what I should be looking at to try to solve this?

[Bruce C]

Do you have it set up to "Delete (erase their account completely)" under PayPal Options -> Automatic EOT Behavior? Maybe it's an error with the EOT if that's the case.

Otherwise, you might wanna post your plugins list for Cristian/Jason to look over.

Hope you figure out the problem!

[16k_zx81]

Thanks Ace

I have changed EOT to DEMOTE

Plugins list:

[Bruce C]

I have changed EOT to DEMOTE

You mean just now?

Thanks, I'm just trying to get enough information to help someone help you.

[16k_zx81]

I have changed EOT to DEMOTE

You mean just now?

Yes. Following your suggestion - it makes sense that could be the cause if its malfunctioning - and in any case its more practical to have demote then delete. However, the accounts are 12 months duration and the disappearances are on accounts that are only a week old?

[Bruce C]

This is with the PRO Module installed?

If so, can you post the shortcode you're using? Perhaps something got put in there by mistake.

[16k_zx81]

No. No PRO module.

[Bruce C]

Do you have a trial set up?

[16k_zx81]

Do you have a trial set up?

No.

I re-created a user account and now the user is getting:

503: Service Temporarily Unavailable
Too many IP addresses accessing one secure area!
Please contact Support if you require assistance.

I have replicated the error logging in using his credentials. The error occurs after the login button is pressed.

(This is with no other users online)

So I created a new login, and now I can login using his creds.

Not sure if this relates to the other issue but listing it here in case there's a relationship there.

[Bruce C]

I'll leave this for Cristian or Jason to answer.

[Cristián Lávaque]

503: Service Temporarily Unavailable
Too many IP addresses accessing one secure area!
Please contact Support if you require assistance.

You can reset/edit this from WP Admin -> s2Member -> Restriction Options -> Unique IP Access Restrictions.

[16k_zx81]

Hi Christian

thanks for your response. Its good to know now what that means now.

Could I please humbly suggest the wording of this error might be a little more descriptive of its actual function?

IF the purpose of that particular 503 is to stop username sharing, perhaps wording to this effect would assist both the end-user and the admin to identify whats occurring when it comes up?

Not quite apparent in this specific error message

503: Service Temporarily Unavailable
Too many IP addresses accessing one secure area!
Please contact Support if you require assistance.

Just a suggestion. If something about 'username sharing' was mentioned, the end user or myself could have probably resolved this ourselves without needing to post on a support forum

Thanks for considering this idea

[16k_zx81]

Ok just got another email from a member who's login has disappeared

This means the tweak above has made no difference.

Could someone please advise?

[16k_zx81]

Just got that 503 error again for this user.

changed restriction options to 10/30 30 - made no difference

Spoke to the user - he said he is the only person with access to his login creds, and he only accesses the account from one machine.

Any ideas why he keeps getting kicked?

[16k_zx81]

Ok. So user has looked into his IP address and it appears to be changing every hour. this probably explains the issue with the 503.

I could still really use a hand with the disappearing accounts. Could staff please get back to me?

[Cristián Lávaque]

What do you mean by "disappearing accounts"? Could you explain?

[16k_zx81]

Exactly as stated

The customer pays, registers, uses the account, and then emails me to say they cant login. I check 'users' and all of their information is gone.

Disappeared, as in vanished.

[Cristián Lávaque]

That is very weird.

Does this happen with free or paid members? How long do they have the account before it happens? Does it happen to everyone or only some? Have you found something in common between the users that have this happen to them? Has it happened again since you changed the EOT behavior to demote instead of delete?

[16k_zx81]

paid

1-2 weeks

no commonality

Yes. Has occurred since changing EOT

[Cristián Lávaque]

Thanks.

Could you post a list of the other plugins you're using? I wonder if something else is causing this weird behavior.

Also, enable logging routines and after the problem occurs again, look at the logs searching for that user and see what you can find. WP Admin -> s2Member -> PayPal Options -> Account Details -> Enable Logging Routines

[16k_zx81]

the list of plugins was posted above in the thread.

Logging is enabled.

[Cristián Lávaque]

Ah yes, sorry for asking for them again. I don't see there what could cause your problem. I'll wait for something in the logs. If you had it enabled all along, then look for the entries of someone that had the account lost. If you just enabled, let's wait for another one to happen.