There was a problem connecting to the payment gateway.

Hey there,

Oh dear, that doesn’t sound good.

> A log is created in Stripe

Can you let me know (without any identifying information) what the log is saying? Is there an error code for the transaction?

You can find Stripe’s list of Bank decline codes here – https://stripe.com/docs/declines/codes

Thanks,

Hey,

Sure, I’ve taken a look at the logs in Stripe but couldn’t see any specific error. This is a real log from a real customer as a result of the error above. I have blanked out any sensitive info with 11111111. When I try the same payments, the log looks the same. I cannot identify any decline code, just the error message on screen at checkout.

Thanks!
Jamie

{

“id”: “tok_1AzuNoGoyr8RNuvVOg6OoRzZ”,

“object”: “token”,

“card”: {

“id”: “card_1AzuNnGoyr8RNuvVrAZnzZo4”,

“object”: “card”,

“address_city”: “11111”,

“address_country”: “GB”,

“address_line1”: “11111”,

“address_line1_check”: “unchecked”,

“address_line2”: “11111”,

“address_state”: “”,

“address_zip”: “111111”,

“address_zip_check”: “unchecked”,

“brand”: “American Express”,

“country”: “GB”,

“cvc_check”: “unchecked”,

“dynamic_last4”: null,

“exp_month”: 11,

“exp_year”: 1111,

“funding”: “credit”,

“last4”: “1111”,

“metadata”: {

},

“name”: “11111111111”,

“three_d_secure”: {

“supported”: “optional”

},

“tokenization_method”: null

},

“client_ip”: “111111111111”,

“created”: 1504907488,

“livemode”: true,

“type”: “card”,

“used”: false

}

Hi There,

We would like to troubleshoot this, can you please raise a ticket at https://woocommerce.com/my-account/create-a-ticket/ along with the administrator credentials?

Have a nice day.

Hi, I am having the same problem, I can see this is marked as resolved – can you please tell me how you resolved it?
I have tried going to the create a ticket page in woocommerce.com also but it won’t let me select any plugins from the drop down menu – I have tried in the latest versions of Chrome and Firefox.
Thank you

An update here from me.

I raised a ticket as above and had some suggestions given to me. These included turning off server side caching, and WP fastest cache (or similar).

However, I have not done these, as around the same time I moved to a more powerful server and since moving have not had this problem as far as I can see so far from the past 10 days or so. Ensure your server is not running out of resources, and upgrade if needed, and maybe test turning off caching as above as an alternative. It was frustrating but fingers crossed this issue hasn’t come back yet. Will update if it goes back to not working properly.