Subscription Reactivation Fails Due to Missing Required Custom Field – Ordway Support Portal

Issue

A subscription may remain in Cancelled status after a reactivation attempt even though the reactivation action does not display an error.

For example, subscription S-56402 could not be reactivated because a required custom field did not contain a value.

Cause

The reactivation failed because the required Product Team custom field was blank.

The Product Team field is a required custom field on the Subscription object. The affected subscription was created before the custom field was introduced, so the subscription does not have a value for the field.

During reactivation, Ordway validates the required fields on the subscription. If a required field is blank, the reactivation cannot be completed.

The validation error is:

"Product Team can't be blank"

Resolution

Populate the Product Team field for the affected subscription and retry the reactivation.

For subscriptions created before the Product Team field was introduced, where the field is blank, the field value can be updated through a backend operation.

Once the required field has been populated, retry the subscription reactivation.

Recommendation

Identify subscriptions where the Product Team field is blank and provide the appropriate value for each subscription.

Updating these records ensures that required field validation can be completed successfully during future reactivation attempts.

FAQs

Question	Answer
Why did the subscription remain in Cancelled status after reactivation?	The reactivation failed because the subscription was missing a value for the required Product Team custom field.
Why wasn't an error displayed when I tried to reactivate the subscription?	The reactivation action may complete without displaying the underlying validation error in the user interface. Internal validation identifies the missing required field and prevents the subscription from being reactivated.
Why is the Product Team field blank?	The affected subscription was created before the Product Team custom field was introduced. Because the subscription was not updated after the field was created, it does not contain a value for the required field.
How do I fix the reactivation issue?	Populate the Product Team field for the subscription and retry the reactivation. For affected legacy subscriptions where the field cannot be updated through the standard UI, the value can be updated through a backend operation.
Can this affect other subscriptions?	Yes. Other subscriptions created before the Product Team field was introduced may also have a blank value. Identifying and updating these subscriptions proactively can prevent future reactivation failures.
What should I do if multiple subscriptions have a blank Product Team value?	Identify the affected subscriptions and provide the appropriate Product Team value for each record. The records can then be updated so that future reactivation attempts pass required-field validation.