The customer is assigned
Per Account billing type. One of the customer's subscriptions was not renewed, even though a renewal order should have been generated automatically according to assigned settings.There is a previous renewal order in the status
WZ (Waiting for Payment after provisioning).
WZ has the setting
Prohibit Order Placing Same Order Type (Per Subscription). This setting is present in the default non-customized order flow, which is a bug with id #PBA-52297 ("Problem with the subscription autorenewal if account has billing type Per account").
To prevent an issue from reoccurring:
If you are using the default order flow - copy it:
Home > System > Settings > Order Processing > All Order Flows > Copy
- Change the setting "Prohibit Order Placing" for the status "WZ" of the renewal orders in this copied order flow.
- Assign this copied order flow to the provider/reseller affected by the issue.
If non-default order flow is used, then only step 2 is required.