can’t get support

Hello Kevin,

Thank you for contacting WooCommerce support.

Please send me a copy of your site’s System Status Report.
You can find it via WooCommerce > Status.
Select Get system report and then Copy for support.

This will help me inspect your site and find out what is happening.
Also, I want to check if your site has any extensions purchased from WooCommerce.com because ticket support is only provided for purchased extensions.

Once I have more information, I will be in a better position to assist you further.

Best regards.

I see the System Status page, but I see no way to download it. Should I copy and paste into a Word doc? Whatever file I save, how do I send it to you?

Hi @kafino ,

You can copy and paste the System Status report directly into this thread, or if you prefer, you can use https://gist.github.com/ to create a shareable link and send it here.

The entire report, top to bottom?

WordPress environment WordPress address (URL): https://copamilwaukee.com Site address (URL): https://copamilwaukee.com WooCommerce version: 9.1.4 WooCommerce Legacy REST API package: The Legacy REST API plugin is not installed on this site. Action Scheduler package: 3.7.4 /home/copamke/public_html/wp-content/plugins/woocommerce/packages/action-scheduler Log directory writable: /home/copamke/public_html/wp-content/uploads/wc-logs/ WordPress version: WordPress multisite: – WordPress memory limit: 512 MB WordPress debug mode: – WordPress cron:  Language: en_US External object cache: – Server environment Server info: Apache PHP version: 8.2.26 PHP post max size: 512 MB PHP time limit: 120 PHP max input vars: 1000 cURL version: 8.11.1, OpenSSL/1.1.1w SUHOSIN installed: – MySQL version: 8.0.40 Max upload size: 64 MB Default timezone is UTC:  fsockopen/cURL:  SoapClient: DOMDocument:  GZip:  Multibyte string:  Remote post:  Remote get:  Database WooCommerce database version: 9.1.4 Database prefix ? wp_ Total Database Size ? 148.41MB Database Data Size ? 61.37MB Database Index Size ? 87.04MB wp_woocommerce_sessions ? Data: 0.06MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_api_keys ? Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_woocommerce_attribute_taxonomies ? Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_downloadable_product_permissions ? Data: 0.02MB + Index: 0.06MB + Engine InnoDB wp_woocommerce_order_items ? Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_order_itemmeta ? Data: 0.17MB + Index: 0.17MB + Engine InnoDB wp_woocommerce_tax_rates ? Data: 0.02MB + Index: 0.06MB + Engine InnoDB wp_woocommerce_tax_rate_locations ? Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_woocommerce_shipping_zones ? Data: 0.02MB + Index: 0.00MB + Engine InnoDB wp_woocommerce_shipping_zone_locations ? Data: 0.02MB + Index: 0.05MB + Engine InnoDB wp_woocommerce_shipping_zone_methods ? Data: 0.02MB + Index: 0.00MB + Engine InnoDB wp_woocommerce_payment_tokens ? Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_payment_tokenmeta ? Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_woocommerce_log ? 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Data: 0.08MB + Index: 0.09MB + Engine InnoDB wp_yoast_indexable_hierarchy ? Data: 0.02MB + Index: 0.05MB + Engine InnoDB wp_yoast_migrations ? Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_yoast_primary_term ? Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_yoast_seo_links ? Data: 0.08MB + Index: 0.03MB + Engine InnoDB Post Type Counts acf-field ? 5 acf-field-group ? 2 attachment ? 1654 bp-email ? 22 buddypress ? 3 custom_css ? 4 et_footer_layout ? 1 et_header_layout ? 1 et_pb_layout ? 1 et_template ? 2 et_theme_builder ? 1 nav_menu_item ? 45 oembed_cache ? 9 page ? 47 post ? 61 product ? 12 product_variation ? 4 revision ? 423 shop_coupon ? 7 shop_order ? 293 shop_order_refund ? 9 shop_subscription ? 161 um_directory ? 1 um_form ? 3 wp_block ? 2 wp_global_styles ? 1 wp_navigation ? 1 wp_template ? 1 wppb-epf-cpt ? 2 wppb-rf-cpt ? 1 wppb-ul-cpt ? 1 Security Secure connection (HTTPS):  Hide errors from visitors  Active plugins (28) ManageWP - Worker ? by GoDaddy – 4.9.20 Gravity Forms ? by Gravity Forms – 2.8.16 Admin Menu Editor ? by Janis Elsts – 1.12.4 Advanced Custom Fields PRO ? by WP Engine – 6.3.5 BuddyPress ? by The BuddyPress Community – 14.0.0 Classic Editor ? by WordPress Contributors – 1.6.4 Custom Post Type UI ? by WebDevStudios – 1.17.1 Yoast Duplicate Post ? by Enrico Battocchi & Team Yoast – 4.5 Gravity Forms Dropbox Add-On ? by Gravity Forms – 3.2.0 Mailchimp for WooCommerce ? by Mailchimp – 4.2.1 mywpguru ? by Phil Taylor – is fully automatically updated to the latest Profile Builder Pro ? by Cozmoslabs – 3.5.7 Simple Cloudflare Turnstile ? by Elliot Sowersby, RelyWP – 1.27.0 Sucuri Security - Auditing, Malware Scanner and Hardening ? by Sucuri Inc. – 1.9.3 User Role Editor ? by Vladimir Garagulya – 4.64.2 User Switching ? by John Blackbourn – 1.8.0 BuddyPress Integration for WooCommerce Subscriptions ? by ThemeKraft – 1.1.9 BuddyPress Integration for WooCommerce ? by ThemeKraft – 3.4.24 Checkout Field Editor for WooCommerce ? by ThemeHigh – 2.0.3 WooCommerce Stripe Gateway ? by WooCommerce – 8.6.1 WooPayments ? by WooCommerce – 8.0.2 (update to version 8.6.1 is available) WooCommerce PayPal Payments ? by WooCommerce – 2.8.3 (update to version 2.9.5 is available) WooCommerce Subscriptions ? by WooCommerce – 4.0.1 (update to version 7.0.0 is available) WooCommerce ? by Automattic – 9.1.4 (update to version 9.5.1 is available) WordPress Importer ? by wordpressdotorg – 0.8.2 Yoast SEO ? by Team Yoast – 23.2 WP Mail Log ? by WPVibes – 1.1.3 WP Mail SMTP Pro ? by WPForms – 3.4.0 Inactive plugins (5) BuddyCommerce ? by BuddyDev – 1.0.7 Cloudflare ? by Cloudflare, Inc. – 4.12.8 Wordfence Security ? by Wordfence – 7.11.7 WPIDE - File Manager & Code Editor ? by XplodedThemes – 3.4.9 WP Mail Logging ? by WP Mail Logging Team – 1.12.0 Dropin Plugins () advanced-cache.php ? advanced-cache.php maintenance.php ? maintenance.php Must Use Plugins (1) ManageWP - Worker Loader ? by GoDaddy – 1.0.0 Settings API enabled: – Force SSL: – Currency USD ($) Currency position left Thousand separator , Decimal separator . Number of decimals 2 Taxonomies: Product types external (external), grouped (grouped), simple (simple), subscription (subscription), variable (variable), variable subscription (variable-subscription) 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:  HPOS enabled: – Order datastore: WC_Order_Data_Store_CPT HPOS data sync enabled: – Logging Enabled  Handler Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2 Retention period 30 days Level threshold – Log directory size 69 KB WooCommerce pages Shop base:#443 - /shop/Cart:#444 - /cart/ - Contains the [woocommerce_cart] shortcodeCheckout:#445 - /checkout/ - Contains the [woocommerce_checkout] shortcodeMy account:#446 - /my-account/Terms and conditions: Theme Name: Divi Child: COPA 2022 Version: 2.3.0 Author URL: Child theme:  Parent theme name: Divi Parent theme version: 4.27.1 Parent theme author URL: https://www.elegantthemes.com WooCommerce support:  Templates Overrides: ? – WooPayments Version: 8.0.2 Connected to WPCOM: Yes WPCOM Blog ID: 113942315 Account ID: acct_1MEZL6FgKUAvZhGH Payment Gateway: Enabled Test Mode: Disabled Enabled APMs: card WooPay Express Checkout: Disabled WooPay Incompatible Extensions: No Apple Pay / Google Pay Express Checkout: Disabled Fraud Protection Level: basic Multi-currency: Enabled Auth and Capture: Enabled Documents: Disabled Logging: Disabled Subscriptions WCS_DEBUG: ? No Subscriptions Mode: ? Live Subscriptions Live URL: ? https://copamilwaukee.com Subscription Statuses: ? wc-active: 84,
wc-expired: 50,
wc-pending: 2,
wc-on-hold: 17,
wc-cancelled: 8
WooCommerce Account Connected: ? Report Cache Enabled: ? Yes Cache Update Failures: ? 0 failure Store Setup Country / State: ? United States (US) — Wisconsin Subscriptions by Payment Gateway Other: ? wc-on-hold: 16,
wc-active: 15,
wc-cancelled: 7,
wc-expired: 30
WooPayments: ? wc-expired: 12,
wc-cancelled: 1,
wc-active: 55,
wc-on-hold: 1
Payment Gateway Support WooPayments: ? products,
refunds,
multiple_subscriptions,
subscription_cancellation,
subscription_payment_method_change_admin,
subscription_payment_method_change_customer,
subscription_payment_method_change,
subscription_reactivation,
subscription_suspension,
subscriptions,
subscription_amount_changes,
subscription_date_changes,
tokenization,
add_payment_method
WooCommerce PayPal Payments Onboarded  Shop country code US WooCommerce currency supported  Advanced Card Processing available in country  Pay Later messaging available in country  Webhook status – PayPal Vault enabled – ACDC Vault enabled – Logging enabled – Reference Transactions – Used PayPal Checkout plugin – Subscriptions Mode PayPal Subscriptions Admin Enabled Features: activity-panels, analytics, product-block-editor, coupons, core-profiler, customize-store, customer-effort-score-tracks, import-products-task, experimental-fashion-sample-products, shipping-smart-defaults, shipping-setting-tour, homescreen, marketing, mobile-app-banner, navigation, onboarding, onboarding-tasks, product-custom-fields, remote-inbox-notifications, remote-free-extensions, payment-gateway-suggestions, shipping-label-banner, subscriptions, store-alerts, transient-notices, woo-mobile-welcome, wc-pay-promotion, wc-pay-welcome-page, launch-your-store Disabled Features: experimental-blocks, minified-js, pattern-toolkit-full-composability, product-pre-publish-modal, printful, settings, async-product-editor-category-field, product-editor-template-system Daily Cron: Next scheduled: 2025-01-05 17:55:48 -06:00 Options:  Notes: 183 Onboarding: completed Action Scheduler Version: 3.7.4 Data store: ActionScheduler_DBStore Action StatusCountOldest Scheduled DateNewest Scheduled Date Canceled?12024-12-08 11:25:08 -06002024-12-08 11:25:08 -0600Complete?1142024-12-04 16:37:22 -06002025-01-04 13:38:27 -0600Failed?3,3752023-03-30 14:52:16 -05002023-09-13 20:38:54 -0500Pending?962025-01-04 20:03:25 -06002026-09-16 09:05:11 -0500 Status report information Generated at: ? 2025-01-04 14:14:38 -06:00

Yes!

It’s been in the moderation queue for 50 minutes

Hello Kevin,

Thank you for your reply.

I have reviewed the system status report you shared and noticed you have multiple extensions from the WooCommerce marketplace.
1- Stripe for WooCommerce
2- WooPayments
3- PayPal Payments for WooCommerce
4- WooCommerce Subscriptions

Could you tell me which extension you are facing issues with?
This help me connect you with the relevant team and they will help you resolve all the issues.
Also describe the issue here for me so I have some context.

Looking forward to your response. ??

When a customer places an order, it stays in Pending Payment status. It just hangs. We do not get their money, and no processes occur on the site, if it was for membership. This problem is intermittent.

• This reply was modified 1 month, 3 weeks ago by Kevin.

Hi @kafino,

We understand the situation you’ve described, and I know how frustrating and overwhelming this can be for you.

As @doublezed2 mentioned, there are multiple payment processing plugins on your site. Could you confirm which payment option was selected for the pending orders that are stuck? This information will help us determine whether the issue is specific to a particular payment method or more widespread.

Looking forward to hearing from you.

I’m not 100% certain of your question or of my answer, but the purchase was by credit card, and it was for a subscription renewal, so I’m assuming it was WooCommerce Subscriptions.

Hello?

Hi @kafino

I’m not 100% certain of your question or of my answer, but the purchase was by credit card, and it was for a subscription renewal, so I’m assuming it was WooCommerce Subscriptions.

Thanks for your response! If it’s about membership purchase, it could be the WooCommerce subscription plugin or the payment gateways connected to it. Usually, when a user subscribes or renews, they’re asked to choose a payment option like PayPal or a credit card. Your recent response already answered that, thank you.

First I’d like to share my observations when I revisited the system status report you provided, a few things caught my attention.

1. WooCommerce Subscriptions: The version installed is 4.0.1, which is not up to date. There is an update available to version 7.0.0. Updating may resolve issues with subscription renewals as updates often include bug fixes and compatibility improvements.
2. Payment Gateway Versions: There are also updates available for the WooPayments and WooCommerce PayPal Payments. Outdated payment gateways can lead to transaction issues, so updating them is recommended.

It’s advisable to try updating the plugins on your site, including the WordPress core if an update is available. (Be sure to back up your site first for safety.) Then let us know if the issue persists after the updates.

When a customer places an order, it stays in Pending Payment status. It just hangs. We do not get their money, and no processes occur on the site, if it was for membership. This problem is intermittent.

Next, let’s explain the order status you’re seeing, you mentioned it shows as “Payment Pending.” A “Pending Payment” status in WooCommerce means the order has been created, but the system is still waiting for payment confirmation. During this time, no money has been transferred to the merchant’s account, and the order won’t move to “Processing” or “Completed” until the payment is received and verified. It’s a good idea to ask the user about their experience while purchasing a subscription.

You mentioned that “It just hangs.” I’m curious, does this happen when users try to make a payment on your site using their credit card? Does it happen to more than one user? If you have access to a user or a test account trying to renew a subscription, it would help to share a screen recording so we can look into it further. You can use Loom.com or a similar tool to record your screen and share the link here.

Looking forward to getting this sorted out.

Thank you for the suggestions. I will see what I can figure out.