Solved

Was charged for subscription renewal, didn't receive any tokens

Hi, this was because you were on the very old 29.99 annual subscription package. I've just added some code to handle this as well. Did you receive it now?

It should have gone back and processed everyone on this package.

Could you let me know the PayPal transaction ID please?

If it renewed between August 26th - 30th then we were open that these ones would have trouble due to a lag during the migration and invited anyone with a subscription renewing in that period to contact us for the Tokens. Do you have the PayPal transaction ID also? I can't do anything without those.

It turns out this payment was an eCheque, always the reason why people make this complaint (payment sent, didn't get item). There is always a delay of several days before an eCheque clears.

I did also find the issue with the really old 29.99 subscriptions not being awarded as a result of this, which was useful. Once the eCheque cleared the code I added obviously picked it up and awarded the tokens. I checked the account and confirmed the tokens were awarded on September 19.