Missing Customer User Account

  • Resolved wingsnscales

    (@wingsnscales)


    3 years ago

    Hello,

    I have been trying to figure out why nearly 600 of my users disappeared. This has been slowly happening since 2021. I thought people were just deleting their accounts until one of my customers said she was not able to get into her account, it was not there. She told me she did not delete it. So I have done some researcing on this forum, but there was really no resolution other than disable plug ins etc. That is not the problem from what I can tell.

    What is also weird, I still see subscribers, those are not disappearing, only my customer profiles.

    I switched my theme to Ashe in Dec. 2022, which works with Learndash and Elementor. All my plug ins, themes and wordpress OS are all up to date. I am very good at keeping the plugins up to date on my site. When the PHP switched 8.1, I made sure all the plug ins were compatible. I had some issues at the beginning of the transition, but they were all resolved. I use Jetpack to back up my site along with FTP directly to my computer.

    Even though all my plug ins and so on are up to date, I am still slowly losing users. Last week I had 177, today I have 176. I started with over 8oo 2 years ago. So I am confused as to why the users are slowly going away. If I tell my customers that they all need to create a new account..which is what I did for one of them last week, its it going to disappear again??? I have online art classes on my website. My users are still subscribed to my newsletter so I dont think they would just delete their accounts from my site. I still see their purchases, so they are still connected to my website..

    Very frustrating.

    Thank you,

    Christina

Viewing 8 replies - 1 through 8 (of 8 total)
  • Narmeen Mohammed

    (@narmeen1it)

    3 years ago

    I understand that you’re experiencing a perplexing issue with disappearing user profiles on your WordPress website. Losing user profiles without any apparent reason can indeed be frustrating. While diagnosing the exact cause of this issue would require further investigation, I can provide you with some potential areas to investigate and steps to take:

    1. Database Integrity: Ensure that your WordPress database is intact and free from any corruption. You can use plugins like WP-DBManager or phpMyAdmin to optimize and repair your database.
    2. User Role Changes: Check if there are any processes or plugins on your site that may be inadvertently modifying user roles or deleting user accounts. Review any plugins or custom code that affect user management, such as membership plugins or custom user role management.
    3. Plugin Compatibility: Even if your plugins are up to date, there may still be conflicts or compatibility issues between different plugins or with your theme. Temporarily deactivate all plugins and switch to a default theme (e.g., Twenty Twenty-One) to see if the issue persists. If not, gradually reactivate plugins one by one to identify the conflicting plugin.
    4. Error Logs: Check your website’s error logs for any relevant error messages or warnings that might shed light on the disappearing user profiles. You can typically find error logs in your hosting control panel or by accessing the server via FTP.
    5. User Account Deletion: Confirm if your website provides any means for users to delete their own accounts. Double-check that there are no options or settings that may inadvertently trigger account deletion.
    6. WordPress Core and Theme: Ensure that your WordPress core files and theme are up to date. Outdated versions can potentially introduce vulnerabilities or compatibility issues.
    7. Backup Restoration: If you have a backup of your website from before the user profiles started disappearing, you might consider restoring it to a staging environment to see if the issue persists. This can help determine if the problem lies in recent changes or if it’s related to your overall website setup.

    If these steps do not resolve the issue or provide any insights, it might be worth consulting with a WordPress developer or support forum specific to your theme or plugins. They can assist you in identifying the root cause and finding a solution tailored to your setup.

    Narmeen

    SLV

    (@dwnl)

    2 years, 10 months ago

    @wingsnscales did you solve this?

    Thread Starter wingsnscales

    (@wingsnscales)

    2 years, 10 months ago

    Good Morning,

    I have not resolved this issue yet. I changed all my customers to subscribers and now the subscribers are slowly disappearing. I am working with my service provider and they cloned my website for me so that I can disable the plugins one at a time to see if there is any change. I have online courses and if I disable certain plug ins for any length of time, it can cause those pages to not look right or not function properly. I swapped out my theme and didnt do anything accept gave me a little more work when I changed it back..LOL… I am hoping to work on the cloned site this week and see if I can figure it out from there..

    Thank you for checking up!

    SLV

    (@dwnl)

    2 years, 10 months ago

    @wingsnscales, @beautyofcode said:

    This can happen if the Personal data retention for inactive accounts is set with a specific value.

    To check if this is the case, can you please navigate to WooCommerce → Settings → Accounts & Privacy and scroll down to the Personal data retention section.

    Next, check if the “Retain inactive accounts” option has a value set:

    If so, you can remove the value and leave the option blank to retain this data indefinitely.

    You can read more about these options here:

    Cheers!

    Maybe this can help u too?

    • This reply was modified 2 years, 10 months ago by SLV.
    Thread Starter wingsnscales

    (@wingsnscales)

    2 years, 10 months ago

    OMG, it was set for 1 year! That totally makes sense why they were dropping out like flies…many of the users came on board around the same time…although it would not allow me to put the value as 0, I set it for 20 years… I had no idea…this is probably the whole problem.

    Thank you sooo much! I searched for days to find a solution and found nothing before I submitted here !

    Thread Starter wingsnscales

    (@wingsnscales)

    2 years, 10 months ago

    PS, I did change it to N/A… Thanks again!

    Beauty of Code (woo-hc)

    (@beautyofcode)

    2 years, 10 months ago

    Hi @wingsnscales ,

    I am really glad to hear that this has finally been sorted!

    I will go ahead and mark this as resolved then. Feel free to create a new topic if you need further help.

    Also, if you have a few minutes, we’d love it if you could leave us a review: 

    https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/

    Cheers!

    SLV

    (@dwnl)

    2 years, 10 months ago

    @wingsnscales happy days!

Viewing 8 replies - 1 through 8 (of 8 total)

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