Braintree down

Hey @wordpressdharma ,

Thank you very much for reaching out to us. Happy to help you further investigate this! ??

As a first step, would it be possible to:

1. Go to WooCommerce > Settings > Payments, select the gateway, and change the Debug Mode setting to “Save to Log”.
2. Try to run another test transaction.
3. Go to WooCommerce > Status > Logs and find the log from your transaction. Please note that the log may be in UTC/GMT time, so it may be offset by a few hours.
4. Then, copy and paste the log file using a service like Snippi?

Regarding reaching out to you via a phone call, I’m afraid we don’t offer phone support. We find that written support is better for the types of issues our customers experience. Our customers can share their requests quickly and in detail without having to wait for one of our team members to become available. Additionally, we can take the time to appropriately address concerns that are often very technical in nature.

Looking forward to your response.

Best regards,
Pit

I am experiencing the same issue.

Yes, here is more info for Tech Support.

This issue is actually not something that you need to investigate by looking for plugin conflicts. We believe it has to do with how Braintree functions.

We see that Braintree puts cards into a “Vault” and then it appears they cannot be used again. Is this correct? If so, WHY?

People should be able to use their card multiple times, even if it is a different user account.

Please could you explain how the “Vault” works, and if this is actually the source of our issue?

Thanks,
Lucas

Hey @wordpressdharma, thanks for coming back to us!

The Braintree Vault is a way for customers to store their credit card information against their user profile within your WooCommerce store.

For security reasons, we don’t want to actually store the raw card details in your database, so we use the libraries provided by Braintree to request the card to be stored in their Vault. Braintree then passes back a unique token for the customer that we can store, and then use for future payments. This process of storing the card and receiving back just a token is called tokenization – and a lot of other payment gateways support this feature too!

It does mean that customers can then use the card again without having to input their full card details. I’m not sure where your previous comment came from (was it from technical support?) or if this is what you are seeing on your store, but certainly, I wouldn’t expect customers to only be able to use their card once if it is Vaulted. That’s the opposite of the functionality of the Vault!

Unfortunately, the error message you’ve mentioned in your original post is a generic error message provided by WooCommerce when something goes wrong. This could be anything from incorrect credentials, to incorrect account configuration, or even a general decline from Braintree. We would need the log file that Pit mentioned previously to be able to look into this further for you.

Would it be possible to run through another test and provide us the file for further investigation?

Cheers!

Simon.

Hey @wordpressdharma,

It has been a long time since we heard from you, so I’m going to mark this topic as resolved.

If you’re still experiencing issues please take a look at our documentation for more information and create a new thread if you have further questions.

Cheers,

Steve
SkyVerge