Checkout freezing at Payment generating Payment Pending

Hello, we use WooCommerce (7.6.0) and a payment provider plugin WooCommerce Eway Payment Gateway (3.6.1) for Credit and Debit Card payments. Often the system freezes at Checkout so that we receive no payment but otherwise get the full order shown as ‘Pending Payment’ (see page link above). I have contacted Eway who say they have checked everything at their end to no avail and suggested I ask WC for help. – It is intermittent. Does not happen on all transactions (although all 3 in the past 2 days were frozen). – There does not seem to be a particular card type or browser type that is common (but I can’t be positive about this…I’m relying on what customers are prepared to tell me about their credit card over the phone)

I’d be very grateful for any help.

Below is the full text of my reply from EWay:-

(note: I have not yet tried their suggestion of removal + Reinstall, wanted to see what you guys at Woo thought before doing that. Besides, I’m scared I’ll break something if I did it ??)

Thanks

Based on the data you’ve provided, its difficult to say what the actual cause is. It is interesting, however, that you had an infinitely pending page when trying to complete the payment; Do you know if your store is using the official extension for Eway that Woocommerce developed? (found here – https://woocommerce.com/products/eway/) If you are, possibly a removal + Reinstall might resolve the issues, although because they appear intermittent this may not help at all.

Due to the intermittent nature of the issues, I don’t know if the store itself is the cause. There may be some conflicts between modules that only come up if clients select specific options, but it could also be a browser extension some clients are using, that interferes with the store function (I’ve seen some wild behaviours from Ad blockers in the past). There’s also the chance that the problem comes from clients using specific browsers/ devices e.g. only people using a Mac.

From what you’ve described though, none of the issues appear to be between your website and Eway communicating. I’ve processed my own attempt at a transaction as well – I did have an issue on your payment form whereby I was unable to submit my card details without completing a page refresh, which indicates to me that there may be some loading issues on the site functions, so I recommend reviewing this further with Woocommerce directly – seeing if there are any logs/network details recording resources failing to response/load during checkout might help you find the cause.