About order status when 3D card verification fail

Hi @kincau2

As a first step, could you please share a copy of your site’s System Status? You can find it via WooCommerce → Status. Select Get system report and then Copy for support. Once you’ve done that, please paste it here in your response.

Thanks

### WordPress Environment ###

WordPress address (URL): https://tmwellness.com
Site address (URL): https://tmwellness.com
WC Version: 6.5.1
REST API Version: ? 6.5.1
WC Blocks Version: ? 7.4.3
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 5.9.3
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.48 (codeit) OpenSSL/1.1.1l PHP/7.3.29
PHP Version: 7.3.29
PHP Post Max Size: 200 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.29.0
NSS/3.53.1

SUHOSIN Installed: –
MySQL Version: 8.0.26
Max Upload Size: 200 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ? Your server does not have the SoapClient class enabled - some gateway plugins which use SOAP may not work as expected.
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.5.1
WC Database Prefix: wp_
Total Database Size: 401.07MB
Database Data Size: 339.44MB
Database Index Size: 61.63MB
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### Post Type Counts ###

atome_quote: 2
attachment: 2041
custom_css: 6
customize_changeset: 4
elementor_library: 7
elementor_snippet: 1
elementor-hf: 3
is_search_form: 1
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product: 451
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seedprod: 1
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shop_order: 1977
shop_order_refund: 50
wcs_ruleset: 2
wp_global_styles: 1
wphb_minify_group: 7

### Security ###

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

### Active Plugins (52) ###

WPML Multilingual CMS: by OnTheGoSystems – 4.5.6
WPML SEO: by OnTheGoSystems – 2.0.1
WooCommerce Oceanpayment Unionpay Gateway: by Oceanpayment – 1.2
WooCommerce Oceanpayment Wechat Gateway: by Oceanpayment – 1.2
Ivory Search: by Ivory Search – 5.4.5
Admin Custom Login: by Weblizar – 3.4.0
Rocktomic: by Brainstorm Force – 3.5.8
Cloudflare: by Cloudflare
Inc. – 4.9.1

Data Sync for Xero by Wbsync: by Wbsync – 1.0.0
Slack Notifications: by dorzki – 2.0.7
Duplicate Menu: by Jonathan Christopher – 0.2.2
Elementor Pro: by Elementor.com – 3.7.1
Elementor: by Elementor.com – 3.6.5
ELEX WooCommerce Google Shopping (Google Product Feed) - Basic: by ELEXtensions – 1.3.2
Header Footer Code Manager: by 99robots – 1.1.22
Elementor Header & Footer Builder: by Brainstorm Force
Nikhil Chavan – 1.6.10

Head, Footer and Post Injections: by Stefano Lissa – 3.2.3
Max Mega Menu: by megamenu.com – 2.9.6
mPDF addon for PDF Invoices: by WebToffee – 1.0.6
Parex Bridge for QuickBooks & Xero: by Parex Technologies – 1.0.0
WooCommerce PayDollar Payment Gateway: by APPH – 1.2
Piotnet Addons For Elementor: by Piotnet – 2.4.14
Popup Maker: by Popup Maker – 1.16.7
WooCommerce PDF Invoices, Packing Slips, Delivery Notes and Shipping Labels: by WebToffee – 2.9.1
ShipAny: by ShipAny – 1.0.43
Under Construction: by WebFactory Ltd – 3.93
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.22.12

User Role Editor: by Vladimir Garagulya – 4.62
WebP Express Plus: by WP01 – 0.2
WebP Express: by Bj?rn Rosell – 0.25.4
Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.0
Product Feed PRO for WooCommerce: by AdTribes.io – 11.5.6
Thank You Page Customizer for WooCommerce: by VillaTheme – 1.0.9
WooCommerce Filter Orders by Product: by Md. Kowsar Hossain – 3.2
WooCommerce Eway Payment Gateway: by WooCommerce – 3.4.2
WooCommerce Stripe Gateway: by WooCommerce – 6.3.0
Pixel Manager for WooCommerce: by SweetCode – 1.17.2
WooCommerce Google Analytics Integration: by WooCommerce – 1.5.9
WooCommerce Min/Max Quantities: by WooCommerce – 2.4.24
WooCommerce Multi Currency Premium: by VillaTheme – 2.1.16
WooCommerce Multilingual: by OnTheGoSystems – 4.12.6
WooCommerce Product Add-ons: by WooCommerce – 4.9.0
WooCommerce Shipping & Tax: by WooCommerce – 1.25.28
WooCommerce - ShipStation Integration: by WooCommerce – 4.1.48
WooCommerce: by Automattic – 6.5.1
WP Mail SMTP: by WPForms – 3.4.0
WPC Composite Products for WooCommerce: by WPClever – 5.1.2
WPForms Lite: by WPForms – 1.7.4.1
WPML Media: by OnTheGoSystems – 2.7.0
WPML String Translation: by OnTheGoSystems – 3.2.1
YITH WooCommerce Wishlist: by YITH – 3.9.0
Your Supplement Addons: by Codopolis Ltd. – 1.0.3

### Inactive Plugins (0) ###

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

SSO: by Garth Mortensen
Mike Hansen – 0.3

### Settings ###

API Enabled: ?
Force SSL: –
Currency: HKD ($)
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: –

### WC Pages ###

Shop base: #4739 - /zh-hant/shop/
Cart: #97 - /cart/
Checkout: #98 - /checkout/
My account: #99 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Astra
Version: 3.6.8 (update to version 3.8.1 is available)
Author URL: https://wpastra.com/about/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 1,531
Oldest: 2022-04-20 10:33:57 +0000
Newest: 2022-05-21 08:57:02 +0000

Pending: 7
Oldest: 2022-05-21 17:30:06 +0000
Newest: 2022-05-25 17:29:07 +0000

### Status report information ###

Generated at: 2022-05-21 08:57:18 +00:00

Here is the system report, many thanks!

Hello,

Thanks for the info.

As a general recommendation, you will want to update your PHP on your site (this is for security and performance reasons), we recommend version 7.4 or greater.

To find more information please check:
https://woocommerce.com/document/update-php-wordpress/

Regarding 3D secure, it looks like it did not pass the verification, please note it is a feature enabled by the card issuer or bank to add an extra security/authentication layer, unfortunately, it is not something that we can enable. With that being said, it means that workflow will work if the card issuer or bank requires 3D secure authentication.

I recommend updating your PHP, Temporarily switch your theme to Storefront, disable all plugins except for WooCommerce and WooCommerce Stripe Payment gateway, Placing a test order (make sure there are no typing errors e.g. mistyped cardnumber or exp date).

If the issue is not present, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate gradually your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

Let us know if this worked for you.