Active customers have been deleted

HI @leataurine

Thanks for reaching out!

I understand that customers are strangely being deleted under WooCommerce > Customers.

I’d like to understand your site properly, please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

Hi @xue28 !
Thanks for your reply !

Here’s the System Status Report :

`
### WordPress Environment ###

WordPress address (URL): https://www.backtoglam.fr
Site address (URL): https://www.backtoglam.fr
WC Version: 6.9.2
REST API Version: ?</img> 6.9.2
WC Blocks Version: ?</img> 8.3.2
Action Scheduler Version: ?</img> 3.4.0
Log Directory Writable: ?</img>
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 256 Mo
WP Debug Mode: –
WP Cron: ?</img>
Language: fr_FR
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.25
PHP Post Max Size: 128 Mo
PHP Time Limit: 180
PHP Max Input Vars: 5000
cURL Version: 7.52.1
OpenSSL/1.0.2u

SUHOSIN Installed: –
MySQL Version: 5.6.41-84.1-log
Max Upload Size: 128 Mo
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
GZip: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

### Database ###

WC Database Version: 6.9.2
WC Database Prefix: wp_
Taille totale de la base de données: 308.15MB
Taille de la base de données: 285.56MB
Taille de l’index: 22.59MB
wp_woocommerce_sessions: Données?: 4.02MB + Index?: 2.02MB + Moteur InnoDB
wp_woocommerce_api_keys: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_woocommerce_attribute_taxonomies: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_woocommerce_downloadable_product_permissions: Données?: 0.02MB + Index?: 0.06MB + Moteur InnoDB
wp_woocommerce_order_items: Données?: 0.42MB + Index?: 0.14MB + Moteur InnoDB
wp_woocommerce_order_itemmeta: Données?: 3.52MB + Index?: 4.97MB + Moteur InnoDB
wp_woocommerce_tax_rates: Données?: 0.02MB + Index?: 0.06MB + Moteur InnoDB
wp_woocommerce_tax_rate_locations: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_woocommerce_shipping_zones: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_woocommerce_shipping_zone_locations: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_woocommerce_shipping_zone_methods: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_woocommerce_payment_tokens: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_woocommerce_payment_tokenmeta: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_woocommerce_log: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_actionscheduler_actions: Données?: 0.33MB + Index?: 0.47MB + Moteur InnoDB
wp_actionscheduler_claims: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_actionscheduler_groups: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_actionscheduler_logs: Données?: 0.27MB + Index?: 0.23MB + Moteur InnoDB
wp_awb_critical_css: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_bw_pricing_items: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_check_email_log: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_commentmeta: Données?: 0.09MB + Index?: 0.11MB + Moteur InnoDB
wp_comments: Données?: 1.52MB + Index?: 0.80MB + Moteur InnoDB
wp_ewcpm_groups: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_frm_fields: Données?: 0.17MB + Index?: 0.03MB + Moteur InnoDB
wp_frm_forms: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_frm_items: Données?: 0.09MB + Index?: 0.08MB + Moteur InnoDB
wp_frm_item_metas: Données?: 0.20MB + Index?: 0.16MB + Moteur InnoDB
wp_fusion_forms: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_fusion_form_entries: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_fusion_form_fields: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_fusion_form_submissions: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_links: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_options: Données?: 20.25MB + Index?: 0.23MB + Moteur InnoDB
wp_pmxe_exports: Données?: 0.38MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxe_google_cats: Données?: 0.39MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxe_posts: Données?: 0.09MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxe_templates: Données?: 0.20MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_files: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_hash: Données?: 0.06MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_history: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_images: Données?: 0.05MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_imports: Données?: 0.19MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_posts: Données?: 0.11MB + Index?: 0.00MB + Moteur InnoDB
wp_pmxi_templates: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_postmeta: Données?: 11.52MB + Index?: 7.84MB + Moteur InnoDB
wp_posts: Données?: 181.13MB + Index?: 0.83MB + Moteur InnoDB
wp_revslider_css: Données?: 0.13MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_css_bkp: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_layer_animations: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_revslider_layer_animations_bkp: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_revslider_navigations: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_revslider_navigations_bkp: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_revslider_sliders: Données?: 0.11MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_sliders_bkp: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_slides: Données?: 0.39MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_slides_bkp: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_static_slides: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_revslider_static_slides_bkp: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_sbi_feeds: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_sbi_feed_caches: Données?: 1.02MB + Index?: 0.02MB + Moteur InnoDB
wp_sbi_instagram_feeds_posts: Données?: 0.06MB + Index?: 0.03MB + Moteur InnoDB
wp_sbi_instagram_feed_locator: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_sbi_instagram_posts: Données?: 1.52MB + Index?: 0.00MB + Moteur InnoDB
wp_sbi_sources: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_termmeta: Données?: 0.09MB + Index?: 0.13MB + Moteur InnoDB
wp_terms: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_term_relationships: Données?: 0.16MB + Index?: 0.09MB + Moteur InnoDB
wp_term_taxonomy: Données?: 0.06MB + Index?: 0.03MB + Moteur InnoDB
wp_usermeta: Données?: 2.23MB + Index?: 1.95MB + Moteur InnoDB
wp_users: Données?: 0.06MB + Index?: 0.05MB + Moteur InnoDB
wp_wcpdf_invoice_number: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_wcpdf_packing_slip_number: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_wc_admin_notes: Données?: 0.08MB + Index?: 0.00MB + Moteur InnoDB
wp_wc_admin_note_actions: Données?: 0.05MB + Index?: 0.02MB + Moteur InnoDB
wp_wc_category_lookup: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_wc_customer_lookup: Données?: 0.06MB + Index?: 0.03MB + Moteur InnoDB
wp_wc_download_log: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_wc_order_coupon_lookup: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_wc_order_product_lookup: Données?: 0.42MB + Index?: 0.41MB + Moteur InnoDB
wp_wc_order_stats: Données?: 0.11MB + Index?: 0.08MB + Moteur InnoDB
wp_wc_order_tax_lookup: Données?: 0.06MB + Index?: 0.03MB + Moteur InnoDB
wp_wc_product_attributes_lookup: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_wc_product_download_directories: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_wc_product_meta_lookup: Données?: 0.06MB + Index?: 0.09MB + Moteur InnoDB
wp_wc_rate_limits: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_wc_reserved_stock: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_wc_tax_rate_classes: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_wc_webhooks: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_woo_shippment_provider: Données?: 0.09MB + Index?: 0.00MB + Moteur InnoDB
wp_wpmailsmtp_debug_events: Données?: 0.42MB + Index?: 0.00MB + Moteur InnoDB
wp_wpmailsmtp_tasks_meta: Données?: 0.02MB + Index?: 0.00MB + Moteur InnoDB
wp_wpml_mails: Données?: 50.52MB + Index?: 0.00MB + Moteur InnoDB
wp_wpr_rocket_cache: Données?: 0.02MB + Index?: 0.05MB + Moteur InnoDB
wp_wpr_rucss_used_css: Données?: 0.02MB + Index?: 0.05MB + Moteur InnoDB
wp_yoast_indexable: Données?: 1.48MB + Index?: 0.47MB + Moteur InnoDB
wp_yoast_indexable_hierarchy: Données?: 0.06MB + Index?: 0.05MB + Moteur InnoDB
wp_yoast_migrations: Données?: 0.02MB + Index?: 0.02MB + Moteur InnoDB
wp_yoast_primary_term: Données?: 0.02MB + Index?: 0.03MB + Moteur InnoDB
wp_yoast_seo_links: Données?: 0.22MB + Index?: 0.11MB + Moteur InnoDB

### Post Type Counts ###

acf-field: 11
acf-field-group: 2
attachment: 394
br_force_sell: 14
condition_group: 1
ewcpm_post_type: 3
frm_display: 1
frm_form_actions: 41
frm_styles: 1
fusion_element: 10
fusion_tb_layout: 6
fusion_tb_section: 14
fusion_template: 6
nav_menu_item: 105
page: 40
polylang_mo: 2
post: 3
product: 22
product_variation: 204
restriction: 1
revision: 2423
shop_coupon: 11
shop_order: 1221
slide: 12
uni_cpo_option: 6
wp_global_styles: 1
wpsl_stores: 263

### Security ###

Secure connection (HTTPS): ?</img>
Hide errors from visitors: ?</img>

### Active Plugins (50) ###

Polylang Pro: par WP SYNTEX – 3.3.1
Advance Bank Payment Transfer Gateway: par Ramesh Kumar – 1.0.4
Advanced Custom Fields PRO: par Delicious Brains – 5.12.3
All-in-One WP Migration Unlimited Extension: par ServMask – 2.46
All-in-One WP Migration: par ServMask – 7.64
Boxtal Connect: par API Boxtal – 1.2.14
Check & Log Email: par WPChill – 1.0.6
Classic Widgets: par Contributeurs et contributrices WordPress – 0.3
Content Control: par Code Atlantic – 1.1.9
Cookie banner plugin for WordPress – Cookiebot CMP by Usercentrics: par Usercentrics A/S – 4.2.6
EAN for WooCommerce Pro: par WPFactory – 4.2.0
EU VAT for WooCommerce Pro: par WPWhale – 2.4.3
Flexible Shipping PRO: par Octolize – 2.15.2
Flexible Shipping: par Octolize – 4.16.0
Force Sell for WooCommerce: par BeRocket – 3.5.7.4
Formidable Forms Pro: par Strategy11 – 5.5
Formidable Registration: par Strategy11 – 2.08
Formidable Forms: par Strategy11 Form Builder Team – 5.5
Avada Builder: par ThemeFusion – 3.8.1
Avada Core: par ThemeFusion – 5.8.1
Instagram Feed Pro Personal: par Smash Balloon – 6.1.1
Members: par MemberPress – 3.2.1
Slider personnalisable: par Taurine – 1.0.0
Polylang for WooCommerce: par WP SYNTEX – 1.7.1
Duplicateur de post: par Metaphor Creations – 2.28
Really Simple SSL: par Really Simple Plugins – 5.3.4
Slider Revolution: par ThemePunch – 6.5.31
Show Current Template: par JOTAKI Taisuke – 0.4.6
User Menus: par Code Atlantic – 1.3.0
User Switching: par John Blackbourn & les contributeurs – 1.7.0
Easy Username Updater: par Yogesh C. Pant – 1.0.5
Suivi avancé des envois pour WooCommerce: par zorem – 3.4.7
WooCommerce Bulk Variations: par Lucas Stark – 1.6.8
WooCommerce Monetico Gateway: par Nicolas Maillard – 2.4.4
WooCommerce Stripe Gateway: par WooCommerce – 6.7.0
WooCommerce PDF Invoices & Packing Slips: par WP Overnight – 3.1.1
WooCommerce Shipment Tracking: par Woocommerce – 1.7.1
WooCommerce: par Automattic – 6.9.2 (une mise à jour de la version 7.4.1 est disponible)
Extendons - WooCommerce Conditional Payment Methods: par Extendons – 1.0.5
Yoast SEO: par L’équipe Yoast – 19.6.1
WP All Export Pro: par Soflyy – 1.8.0
WP All Import Pro: par Soflyy – 4.7.6
WP Mail Logging: par Wysija – 1.10.4
WP Mail SMTP: par WPForms – 3.5.2
WP Maintenance: par Florent Maillefaud – 6.1.2
WP Store Locator - CSV Manager: par Tijmen Smit – 1.2.1
WP Store Locator: par Tijmen Smit – 2.2.235
WP All Export - ACF Export Add-On Pro: par Soflyy – 1.0.4
WP All Export - User Export Add-On Pro: par Soflyy – 1.0.7
WP All Export - WooCommerce Export Add-On Pro: par Soflyy – 1.0.5

### Inactive Plugins (4) ###

Akismet Anti-Spam: par Automattic – 5.0
Hello Dolly: par Matt Mullenweg – 1.7.2
Query Monitor: par John Blackbourn – 3.10.1
WP Rocket: par WP Media – 3.12.0.5

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right
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 ###

Base de la boutique: #8 - /boutique/
Panier: #9 - /panier/
Commander: #10 - /commander/
Mon compte: #11 - /mon-compte/
Conditions générales de vente et d’utilisation: ?</img> Page non définie

### Theme ###

Name: Avada Child
Version: 1.0.0
Author URL: https://theme-fusion.com
Child Theme: ?</img>
Parent Theme Name: Avada
Parent Theme Version: 7.8.1
Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
WooCommerce Support: ?</img>

### Templates ###

Overrides: Avada-Child-Theme/woocommerce/cart/cart-shipping.php
Avada-Child-Theme/woocommerce/cart/cart-totals.php
Avada-Child-Theme/woocommerce/cart/cart.php
Avada-Child-Theme/woocommerce/checkout/form-checkout.php
Avada-Child-Theme/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada-Child-Theme/woocommerce/checkout/thankyou.php
Avada-Child-Theme/woocommerce/emails/customer-processing-order.php
Avada-Child-Theme/woocommerce/emails/email-addresses.php
Avada-Child-Theme/woocommerce/emails/email-styles.php
Avada/woocommerce/loop/loop-start.php
Avada-Child-Theme/woocommerce/myaccount/dashboard.php
Avada-Child-Theme/woocommerce/myaccount/form-edit-account.php
Avada-Child-Theme/woocommerce/myaccount/form-edit-address.php
Avada-Child-Theme/woocommerce/myaccount/form-login.php version 4.1.0 est obsolète. La version du noyau est 6.0.0
Avada-Child-Theme/woocommerce/myaccount/form-lost-password.php
Avada-Child-Theme/woocommerce/myaccount/lost-password-confirmation.php
Avada-Child-Theme/woocommerce/myaccount/my-account.php
Avada-Child-Theme/woocommerce/myaccount/my-address.php
Avada-Child-Theme/woocommerce/myaccount/orders.php
Avada-Child-Theme/woocommerce/myaccount/view-order.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

Outdated Templates: ?</img>
					
					
						Apprenez comment mettre à jour

### WC Pages Translations ###

Base de la boutique: ?</img>
Panier: ?</img>
Commande: ?</img>
Mon compte: ?</img>

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ?</img> Next scheduled: 2023-03-07 10:18:05 +01:00
Options: ?</img>
Notes: 118
Onboarding: completed

### Action Scheduler ###

Terminé: 1?010
Oldest: 2023-02-04 12:21:39 +0100
Newest: 2023-03-07 10:20:21 +0100

échoué: 1
Oldest: 2021-07-23 15:51:07 +0200
Newest: 2021-07-23 15:51:07 +0200

En attente: 2
Oldest: 2023-03-07 22:37:35 +0100
Newest: 2023-03-13 14:35:15 +0100


### Status report information ###

Generated at: 2023-03-07 10:20:24 +01:00
`

And here’s the fatal error logs in case.
I don’t think the errors are related to what’s going on right now because they happened when we set up new payment features.

About the client “duguey” I showed in my previous message, it seems two of their orders have been deleted by the 1 year maximum rule. But it shouldn’t have erased their personal data at the same time, it does not make sense.

Anyway, thank you for your help ! I’m still digging to see if I find more…

Hello @leataurine,

Thank you for sharing the report.

I noticed you’re using an outdated version of WooCommerce. Please check this guide on updating WooCommerce safely.

About the client “duguey” I showed in my previous message, it seems two of their orders have been deleted by the 1 year maximum rule. But it shouldn’t have erased their personal data at the same time, it does not make sense.

May I ask if the retention rule was applied “Inactive accounts” or “Completed” orders?

With Inactive accounts, the whole customer will be deleted.

Look forward to hearing back from you.

Hello @babylon1999 ,

I’ll check with my coworker who’s in charge of the website as soon as possible so we can safely update WC indeed.

The retention rule was set to 1 year for all the options (so the inactive account as well as the completed orders). But this customer has been active and ordered several times these last months, so they shouldn’t have been deleted by the inactive accounts rule.

Thanks for your help,

Hi @leataurine

I’ll check with my coworker who’s in charge of the website as soon as possible so we can safely update WC indeed.

Let us know how that goes!

The retention rule was set to 1 year for all the options (so the inactive account as well as the completed orders). But this customer has been active and ordered several times these last months, so they shouldn’t have been deleted by the inactive accounts rule.

Can you please share with us a screenshot of your Accounts & Privacy Settings please?

If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/. You can share the direct link to the image as a response to this topic.

Hi,

Here’s the screenshot:

As I previously said, the retention rule was set to 1 year for all the different options and as soon as we noticed the problem, we changed that to ND or N/A

Link to Screenshot

• This reply was modified 1 year, 8 months ago by leataurine.

Hi @leataurine

Thanks for your confirmation here. However, can you please re-share the screenshot as the link is inaccessible?

If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/. You can share the direct link to the image as a response to this topic.

Hello !
Oh okay, it does work where I am, but here’s another link : https://snipboard.io/CEhuA9.jpg

I hope it’s better ??

Hi,

when looking at the list of customers, we noticed that some were last active in February 2023 and ordered from the shop. So they normally shouldn’t have been deleted !

This is odd, can you temporarily switch the site’s theme to Storefront, and disable all plugins except WooCommerce? Then please check if this alternative solution works for you?

You can use the Meks Quick Plugin Disabler, this plugin will help you to remember what plugins you currently have active, so it’s easy to switch them back on.

You can ask your web host to see if there is a backup available previous to the deletion, to try to recover the data.

Let us know how that goes.

Hi @leataurine ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if you need any further help with this.

Cheers!