Subscriptions are sometimes not granted

A very small number of our users in LifeTogether report not receiving their subscription, while Google Play will confirm the subscription is activated, but it does not show up in their Roblox Settings page, and does not register as purchased when they play the game.

Some screenshots of the issue (Provided to me by a user affected by this issue)

Subscription purchase in their Google Play purchase history:

Repurchasing the subscription gets rejected as Google Play say they are already subscribed:

Purchase prompt showing that they do not already own the subscription, giving the option to subscribe:

Roblox Settings showing that they do not have a subscription:

The GetUserSubscriptionStatusAsync method returns IsSubscribed as false for these players. We do not suspect an issue on our side as many of our other users are able to access their benefits just fine, and as you can see it does not show up on Roblox. We believe this issue originates from Google Play not properly communicating the subscription purchase to Roblox. The payment status confirms that the transaction is complete and no longer pending. However, Roblox does not recognise the subscription, preventing affected users from receiving their benefits.

As an additional note, I am not sure if the issue also persists with Apple Pay. We have had some reports come in, similar to the Google Play ones, but they were refunded automatically before the funds cleared their bank.

Expected behavior

The player should have their subscription and be able to access the benefits, or be refunded. Just want to note if our subscription checking code had an issue, the PromptSubscription would mention fail to proceed, but it doesn’t.

A private message is associated with this bug report

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Thank you for the report. We have assigned to our team for further review.

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Hi. Any chance there’s an update to this issue?

You have 2 subscriptions: “LifeTogether Premium” and “Premium”. “LifeTogether Premium” is offsale. Can you please confirm those user purchase the right subscription?

Also can you provide one of the player’s name/id so that we can further look into the issue?

thx

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We use “Premium”. They purchased the right subscription, the other one is a very old one we no longer use.

Their username is “DadaMontes5”. Dev Relations had passed their ticket over to support and they have since be refunded.

We occasionally get this issue with our other game. If you’d like I can pass over more players details to you if I get any.

This user’s backend data looks right.

What’s the subscription id passed to GetUserSubscriptionStatusAsync()? Can you please make several call to roblox and I can search for the error log. thx

I am using “EXP-6590555357501456598” and I can see the user has right subscription status. Calling from the experience should give the same result.

image

This would be the case now as they had to rebuy the subscription. The original subscription was bought on February 20th 2025. Are you able to see what the backend was saying then?

I also can not make a call to the GetUserSubscriptionStatusAsync as it requires a player object and I’m not likely to get into contact with that player. When I tested it in February the API was returning IsSubscribed = false.

Will follow up privately.

There are 3 subscription payments for this player
image
Also looks like the subscription got cancelled twice

Wondering whether the player only purchased the subscription for 1 month (expiration time is not long enough) so that the auto monthly charge can’t be triggered?

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That could be possible I’m just still confused why their payment history said “20th February 2025” and that’s not showing up on your backend. I sent an image of this privately.

So could it be they bought the 20th February one, cancelled it immediately, and Roblox discarded it/pended it for a refund while Google Play is still processing it? That being the reason the Google Play prompt showing it has been purchased, but Roblox prompting a purchase?

We don’t find any successful payment records on/around that date. Let me check with other folks.

Hello @AVeryCanadianHolder I can help look into the issue further. Do you happen to have the Google Play order number for the 2/20 purchase (This would start with GPA.xxxxxxx)? This will help us locate the purchase with Play Store.

Hi.

I spent the weekend trying to get a hold of them and since this was many months ago I haven’t been able to. I only have their Google Play email if that helps?

I have a second report which I’ve messaged you directly about as I don’t want to share their information publicly.