Frequently Asked Questions
Does Subscriben remove all its own data after the uninstall?
No, this is so that any orders or subscriptions for your customers aren’t adversely affected if you remove Subscriben.
How many sites can I install Subscriben on?
When you purchase Subscriben Premium you can install onto any number (limited to the number of licences you purchase) of single or multisite WordPress installations.
What is your refund policy?
Software: We can consider refunds, at our discretion (i.e. no automatic right), based upon the particular circumstances of your case. In practice, we usually require that you have found a technical fault, and that we are given proper opportunity to verify sufficient information about any faults which you believe you have found (and that they are in Subscriben, not something else), and to fix them within a reasonable time period. These must in all circumstances be requested within 10 days of purchase, which we believe is sufficient time to ascertain that a purchase works.
Legalese: There are no automatic refunds for digitally-deliverable/non-tangible goods. This is standard practice in these industries, because such goods cannot be returned (unlike physical goods). It is your responsibility to read the product descriptions, verify that it meets your needs (i.e. it provides a workable solution for you) and is suitable for your product environment (e.g. that your web hosting company does not fail to meet an essential requirement). Please do not treat a purchase as trial-ware – we don’t want to push increased costs onto our genuine customers. EU customers have the legal right to a refund of digital goods which they have not yet downloaded, if requested within 14 days, and such requests will also be honoured.
For separately-purchased support services (i.e. not those bundled with software), for which you purchase support for a specific issue, if your support need turns out to be caused by a Subscriben defect, then we will refund you 100% of your purchase price for the support purchase.
No refunds are available for unused support purchases, or for any part of the price of a bundled software+support package (for refund purposes, those are treated as 100% software packages).
These restrictions do not affect your consumer rights. For example, if Subscriben’s product description states that it has a feature which in fact it does not have, then you can invoke your consumer rights.
Finally, we reserve the right to, without notice or refund, terminate any ongoing services (including support agreements or update feeds) to customers who abuse our facilities or staff.
How long will I have access to updates for?
Each purchase gives you access to support and updates for 12 months. After 12 months, your license will be automatically renewed (subscription) which grants you access to personal support and updates for another 12 months (As is the case with about 90% of the premium WordPress plugin market).
Information about subscriptions
Subscriben Premium is purchased as a subscription. This means that your license will be renewed automatically (and a new order created) at the end of your billing period, unless the subscription is cancelled.
How often will I be billed?
Your account will be billed at the end of the current billing period. Currently, all subscriptions are billed annually.
How is payment taken for repeat orders?
Payment for repeat subscription payments will be processed automatically, using the same payment method.
Can I unsubscribe at any time?
Yes, you can cancel your subscription at any time from your account page.
Once cancelled, you will no longer be charged at the end of the billing period. Your licenses will expire at the end of the current billing period.
Can I be refunded if I stop using Subscriben before my subscription period ends?
All refunds are assessed on a case-by-case basis. Please see our refund policy for more information.
Does using Subscriben cause any cookies to be set for my website visitors?
Subscriben doesn’t set any of its own cookies. The standard WooCommerce cookies will still be used and present, which you can find information about here:
Which web servers are compatible with Subscriben?
Subscriben is compatible with these web servers:
— Microsoft IIS
Does Subscriben work with WordPress multisite ?
Yes, it does.
Which WordPress and PHP versions are supported?
To use all features in the plugin, a minimum of version WordPress 4 with PHP 5.3 is required.
Can I continue using Subscriben if I stop buying updates?
Absolutely. Any software that you’ve already installed can be used forever.
What happens if a cart is abandoned?
If a cart is abandoned after the contact has entered their email address but not completed the payment, we may contact them via email during a short period afterwards to remind them to complete the checkout, unless they opt-out. This is under the GDPR provision for marketing for legitimate interests, based on the expression of interest in purchasing.
I get TLS related error using built-in payment gateway extensions in Subscriben. What should I do?
Both of the payment services used in our built-in payment gateways, PayPal and Stripe, use a modern and secure connection protocol – TLS 1.2. As such, in order for the payment gateways to function, your server must support and use TLS 1.2 connections.
If TLS 1.2 is not supported and enabled, you may receive the following error from Stripe:
Stripe no longer supports API requests made with TLS 1.0. Please initiate HTTPS connections with TLS 1.2 or later. You can learn more about this at https://stripe.com/blog/upgrading-tls.
In this event, you will need to contact your host/server administrator and ask them if your server supports TLS 1.2 connections.
In some cases your server may support TLS 1.2 for normal requests from users (or ‘testing’ sites such as https://www.ssllabs.com/ssltest/analyze.html) but still give the above error when attempting to connect to Stripe. This is likely due to the protocol being supported and an appropriate TLS certificate being present, but only TLS 1.0 being used for outgoing connections.
The payment gateway will request TLS 1.2, but the server only ‘agrees’ to TLS 1.0. The extension itself cannot force a particular version to be used.
For the built-in PayPal gateway, a filter is available to set the connection protocol to TLS 1.2 by default, ‘subscriben_sslversion’. This filter can be used to change the TLS version.
If you are able and comfortable to edit PHP files, you can check the TLS version used for server-to-server connection by inserting and running the following code in your theme files (provided by Stripe support):
<?php $c = curl_init(); curl_setopt($c, CURLOPT_URL, "https://www.howsmyssl.com/a/check"); curl_setopt($c, CURLOPT_RETURNTRANSFER, true); $r = json_decode(curl_exec($c)); curl_close($c); echo $r->tls_version . "\n"; ?>