Add a payment method on “My account” -> “Payment methods” does not work

Hey there!

I tested adding a payment method via My Account > Payment methods, which worked correctly on my end:

Link to image: https://d.pr/i/ZmpF2X

There isn’t actually an option to edit an existing payment method – you can delete it, or you can set it as default:

Link to image: https://d.pr/i/gF0ak3

To better understand what’s happening here, can you please share the following:

1. A screenshot or short screencast showing what editing a payment method looks like (be careful not to share personal information as this is a public forum)
2. 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, paste it here in your response.

Thanks!

Hello Hannah! Thank you for the answer.

Here is the sequence of screenshots of the error adding the payment method:

1. https://drive.google.com/open?id=1eHisSY1jMOkVkBbUvx4JotozgMQw1aMm
2. https://drive.google.com/open?id=1jqSBAmk1WhtsbAdfSiKnRmaCXH1srlSY
3. https://drive.google.com/open?id=1wGXojEOWcWsUByvh5p71My6MnVlwgBLf
4. https://drive.google.com/file/d/18h-HKNkm1xqGvs2c5PE3Kvi58sGKrnFx/view
5. https://drive.google.com/open?id=1mfyvqXdktFAII5KaDZtNIDHkrClav46W

If you want, I can give you access and administrative rights for this site so that you can see what the problem is.

Woocommerce system status report:
https://drive.google.com/open?id=1YOgccYsg1mqKyXl2jWaeBNDVZi1JujNX

Thanks for the information!

Per the forum rules, we aren’t able to help you with your site directly i.e. via logging in. If it comes to that step, I’ll explain how to create a ticket with us at WooCommerce.com so we can help further.

From looking at those screenshots, the crucial error is “there was a problem adding that payment method.” Stripe will check that all is well with that card – you can see this by enabling logging in the Stripe plugin, trying to add the card, then you’ll be able to see a ltitle bit more of what’s happening. You can find the log under WooCommerce > Status > Logs and then select the Stripe log from the dropdown in the top right corner.

I tried two cards in test mode (4242 4242 4242 4242 and 4000000000000101 – you can see more options in the Stripe documentation) – the first card saved correctly, the second gave an error. Here’s what that looks like in the log:

Link to image: https://d.pr/i/YEgGHM

I wasn’t able to find a corresponding check in the Stripe.com dashboard – the Stripe team might be able to tell you more about that. I’d expect to see more information about exactly why the card couldn’t be added.

So from here, I’d recommend:

1. Put the Stripe plugin into test mode and try the different test cards. If all works, move back to live mode.
2. Check if this is all cards, or one specific card.
3. Contact Stripe to see if they can see more information about the card when it’s being added, which could tell you what’s going wrong

I’ll be curious to hear what this turns out to be!

Hi Hannah! Thank you, I will do what you said.

Great!

I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Hello Hennah!

It seems that this is a plugin problem, not Stripe.

Here is the error information adding a card from stripe.com:
https://drive.google.com/open?id=1PEjvlEm1-GVpREoY34HNHnE4d-Dbz2nv

The source parameter is lost.

How can we fix this?

The Christmas mailing of invitation letters is very close, and we need to solve this problem as soon as possible. Thanks!

Hi @amoshensky

It seems that this is a plugin problem, not Stripe.
The source parameter is lost.
How can we fix this?

Given the nature of the problem, it’s best that we follow-up with you on this over a ticket, as it will help us troubleshoot this better. Can you open a ticket with us by visiting https://woocommerce.com/my-account/create-a-ticket ?

Please share all the relevant information, including the tests you did. Also the Google Drive link that you had shared earlier doesn’t seem to work (lack of permissions). Please change that so that we can view the same.

We look forward to hearing from you.

Hey @amoshensky

Just checking-in on this for you. Could you open a ticket with us by visiting: https://woocommerce.com/my-account/create-a-ticket? This will help us in troubleshooting the problem further.

Since we haven’t heard from you in a while, I’m going to mark this topic as Resolved. Let us know if you keep running into troubles. You can either reply here to follow-up with the same problem, or create a new thread to report your troubles to us.

All the best!

I met the same problem ,and when i changed the theme to storefront, the problem gone.

still working on my theme(colormag). do not know why.