Payments failing across multiple payment types

  • Resolved Alchemy Creative

    (@alchemy-creative)


    1 year, 7 months ago

    I have a website selling event tickets and have done for a few years, so this is a new problem. I tested several months ago when we put this year’s tickets on sale as there was no issue.

    However, over the past few weeks, card payments are constantly failing. They will show as cancelled or failed despite repeated attempts by customers to pay.

    I was using a SumUp plugin, and there are no errors being logged for that. What was happening is that many customers had their orders showing as failed but when I checked the SumUp account, the payment had been successful. It even did this on a test payment I made. I could manually update the order to show as completed, but some customers would try multiple times so I had to issue refunds. It also meant I needed to be constantly tracking orders, when in the past they’d autocomplete with no issues.

    Assuming it was a plug-in issue, I switched to the standard Woocommerce Payments plugin, but I’m seeing the same issue. Customers payments just seem to be failing or showing as cancelled without a reason captured. Normally it would give a reason e.g. wrong address or CVV. There aren’t any error logs either.

    I’ve turned Paypal on for now and that mostly seems to work, but even then a handful of orders are showing as failed but were successful in Paypal. Paypal charges more too, so we don’t want to rely on them.

    Does anybody have any ideas what might be causing this? We’re in the UK so I don’t know if this is something to do with 3D Secure. I’ve tried the common fixes that come up when I search:

    • Stock control is turned off so it’s not the hold stock time limit
    • I turned off allowing customers to register on checkout, it made no difference
    • The theme is extremely lightweight and doesn’t override the standard Woocommerce checkout files. The only alterations have been made with CSS.
    • Everything is up to date – theme, plugins, WordPress.
    • Caching is turned off for the checkout page.
    • Status report doesn’t highlight any issues.
    • Site speed is fine and I’ve not had this problem on a site with a much slower loading time.

    Any ideas that people have would be much appreciated!

    Status report:

    `
### WordPress Environment ###

WordPress address (URL): https://buxtonwool.co.uk
Site address (URL): https://buxtonwool.co.uk
WC Version: 7.6.1
REST API Version: ? 7.6.1
WC Blocks Version: ? 9.8.5
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.28
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.85.0
OpenSSL/3.0.8

SUHOSIN Installed: –
MySQL Version: 5.7.39-42-log
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.6.1
WC Database Prefix: wp4u_
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Database Index Size: 18.48MB
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### Post Type Counts ###

aol_ad: 3
aol_application: 54
attachment: 501
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custom_css: 2
event_magic_tickets: 1775
faq: 27
lc_partial: 1
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product: 10
product_variation: 4
seedprod: 2
shop_order: 1216
shop_order_refund: 103
slideshow: 3
speaker: 94
wpcf7_contact_form: 3

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (27) ###

Classic Editor: by WordPress Contributors – 1.6.3
Contact Form 7: by Takayuki Miyoshi – 5.7.6
CookieYes | GDPR Cookie Consent: by CookieYes – 3.0.9
Smash Balloon Custom Facebook Feed: by Smash Balloon – 4.1.8
Facebook for WooCommerce: by Facebook – 3.0.22
Facebook Chat Plugin - Live Chat Plugin for WordPress: by Meta – 2.5
Flexible Checkout Fields PRO: by WP Desk – 3.5.4
Flexible Checkout Fields: by WP Desk – 3.5.7
FooEvents for WooCommerce: by FooEvents – 1.18.14
FooEvents PDF Tickets: by FooEvents – 1.9.23
Site Kit by Google: by Google – 1.99.0
Smash Balloon Instagram Feed: by Smash Balloon – 6.1.4
LiveCanvas: by The LiveCanvas Team – 3.6.0
MailPoet: by MailPoet – 4.14.0
Menu Icons: by ThemeIsle – 0.13.5
PixelYourSite: by PixelYourSite – 9.3.6
SiteGround Optimizer: by SiteGround – 7.3.1
SiteGround Security: by SiteGround – 1.4.5
Survey Maker: by Survey Maker team – 3.4.5
WPC Added To Cart Notification for WooCommerce: by WPClever – 2.2.8
WooCommerce Payments: by Automattic – 5.8.1
WooCommerce: by Automattic – 7.6.1
Yoast SEO: by Team Yoast – 20.6
WP Accessibility: by Joe Dolson – 2.0.1
WP Activity Log for WooCommerce: by WP White Security – 1.5.1
WP Menu Cart Pro: by WP Overnight – 3.9.1
WP Activity Log: by WP White Security – 4.5.0

### Inactive Plugins (1) ###

WooCommerce SumUp Payment Gateway: by Wpexperts – 2.7

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached

### Must Use Plugins (1) ###

LiveCanvas Compatibility Filters Plugin: by The LiveCanvas Team – 1.0.2

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –
Order datastore: WC_Order_Data_Store_CPT

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Shop base: #7 - /shop/
Basket: #8 - /basket/
Checkout: #9 - /checkout/
My account: #10 - /my-account/
Terms and conditions: #26 - /terms-and-conditions/

### Theme ###

Name: PicoStrap5 Child Base
Version: 1.5.3
Author URL: https://livecanvas.com
Child Theme: ?
Parent Theme Name: picostrap5
Parent Theme Version: 2.0.0
Parent Theme Author URL: https://picostrap.com
WooCommerce Support: ?

### Templates ###

Overrides: picostrap5/woocommerce/archive-product.php
picostrap5/woocommerce/global/sidebar.php
picostrap5/woocommerce/myaccount/my-address.php
picostrap5/woocommerce/myaccount/my-orders.php
picostrap5/woocommerce/myaccount/navigation.php
picostrap5/woocommerce/myaccount/orders.php 
picostrap5/woocommerce/product-searchform.php 

Outdated Templates: ?
					
					
						Learn how to update

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
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wc-pay-promotion
wc-pay-welcome-page

Disabled Features: block-editor-feature-enabled
minified-js
new-product-management-experience
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settings

Daily Cron: ? Next scheduled: 2023-05-05 07:58:57 +01:00
Options: ?
Notes: 57
Onboarding: completed

### WooCommerce Payments ###

Version: 5.8.1
Connected to WPCOM: Yes
Blog ID: 218502247
Account ID: acct_1N2xCWFle0OfM62n

### Action Scheduler ###

Canceled: 2
Oldest: 2023-05-01 13:21:06 +0100
Newest: 2023-05-01 14:42:28 +0100

Complete: 1,346
Oldest: 2023-04-03 15:42:06 +0100
Newest: 2023-05-04 15:30:24 +0100

Failed: 20
Oldest: 2022-11-02 13:57:06 +0000
Newest: 2023-05-03 23:21:06 +0100

Pending: 2
Oldest: 2023-05-05 06:27:20 +0100
Newest: 2023-05-05 06:27:20 +0100


### Status report information ###

Generated at: 2023-05-04 15:42:57 +01:00
`
    • This topic was modified 1 year, 7 months ago by Alchemy Creative.
    • This topic was modified 1 year, 7 months ago by Alchemy Creative. Reason: Added status report
Viewing 2 replies - 1 through 2 (of 2 total)

  • Having more or less exactly this problem as of the past 4-5 days. Constant duplicate orders, all from Stripe payments whilst Paypal seems unaffected. Customers insist that their payment failed or the website froze and they received no order confirmation email, prompting them to place the order again. Also UK based. Very confusing. Disabling Stripe payments for the time being but this is far from an ideal solution.

    Hello,

    Sorry to hear about this issue. To start troubleshooting, I’d suggest running a conflict test.

    Before conducting a conflict test as described in the WooCommerce documentation, follow these recommendations to ensure a smooth process:

    1. Create a backup: Make a complete backup of your site, including the database and files. Use a plugin like UpdraftPlus or consult your hosting provider’s backup solution to create the backup.

    2. Create a staging site (optional but recommended): If possible, set up a staging environment that is an exact copy of your live site. This will allow you to run conflict tests without affecting your live site or customers.

    3. Prepare a testing plan: Make a list of the affected features and note the issues you need to troubleshoot. This plan will guide you during the test and help you confirm if the problem has been resolved.

    4. Deactivate caching: During the test, disable any caching plugins or server-side caching to prevent cached data from interfering with the test results. Also, clear your browser cache regularly while testing.

    How to run a conflict test? You will want to switch the site theme to Storefront temporarily, and then disable all plugins except WooCommerce and your payment gateway? Check again to see if the issue persists, if not, a conflict is affecting the site, you can then switch back your theme to the original one, and then reactivate the rest of the plugins (checking again after each plugin reactivation), until you find the culprit.

    Let us know how that goes for you.

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘Payments failing across multiple payment types’ is closed to new replies.