Cannot Pay for Failed Order – Does Not Lead to Checkout Page

Hi @kristencheah,

Thank you for contacting WooCommerce Plugin Support. I understand you and your customer are having trouble paying for a failed order. This issue could be caused by a number of factors, such as a conflict with your theme, a corrupted database, or a misconfiguration of your payment gateway. To help you troubleshoot this problem, I have a few questions and suggestions for you:

• Could you please share a copy of any fatal error log found under WooCommerce → Status → Logs? This will help us identify any errors or warnings that might be related to the issue. You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.
• Have you tried switching to a default WordPress theme, such as Twenty Twenty-One, and testing the payment process again? This will help us rule out any theme-related conflicts.

Please let us know the results of these steps and provide any additional information that might be relevant. We’ll be happy to assist you further.

Hello @afzalpansuvi

I’ve tried changing to a default theme on the staging site, one order works and one order still has the error of “order not added to cart”.

the log is here:

https://gist.github.com/sunwayxfarms/6e5c9aa74cac7cf90ea4a001b90cca6f

Hi @kristencheah,

Thanks for getting back to us. From the error log you’ve shared, it seems like there’s an issue with the Stripe payment gateway plugin. The error is related to detaching a payment method from a customer, but the payment method ID is not being provided, hence the error.

Before we proceed, could you please confirm the version of your WooCommerce plugin? There was a known issue with the latest version of the plugin (8.6.0) which is expected to be resolved in the next update. You can read more about it here. If you’re using this version, I would recommend waiting for the next update and see if the issue persists. If you’re using a different version, or the issue persists even after the update, we might need to dig deeper.

In the meantime, you could also check the following:

1. Ensure that the Stripe API keys are correctly entered in the WooCommerce settings.
2. Check if the issue persists with a different payment method.
3. Try to replicate the issue with a default WordPress theme like Twenty Twenty-One to rule out any theme-related issues.

Please let us know how it goes or if you have any other questions.