Currently unavailable. Please try a different payment method

  • Resolved codebuddy

    (@codebuddy)


    3 years, 8 months ago

    Hi Team,

    We’re using version 2.6.1 of Braintree for WooCommerce Payment Gateway with WooCommerce 5.4.1. We’ve configured both PayPal and Credit Card payments. Had lots of sales with no issues at all, but one customer has sent over a screenshot with the following error shown under the Credit Card section of the payment area: Currently unavailable. Please try a different payment method.

    Is there a way to see in the logs what the specific problem was for this user? Is this an expected error from time to time? What kind of things should be be looking at if/when this happens again? I’m waiting to hear back from the user to see if this was a permanent issue for them or a one off.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support kellymetal a11n

    (@kellymetal)

    Hi there,

    Generally that should not occur, however may be possible if there was a temporary issue with communication between your site and PayPal, or some issue on the server. Since most sales go through without any issues though, that would suggest that all the configuration is correct!

    Checking with the customer to see if the issue persisted would definitely be a good first step. Hopefully it was just a temporary issue that resolved itself.

    I’d also recommend enabling the Debug Mode: Save to Log setting in order to capture any errors while we are looking into this (and disable it once things are sorted out):

    debug log
    Link to image: https://d.pr/i/wDopjP

    Then, if the issue occurs again, you can check the Braintree log in the dropdown under WooCommerce > Status > Logs and share the log here so we can check it out.

    Let us know how that goes!

    Thread Starter codebuddy

    (@codebuddy)

    Hi @kellymetal thank you very much for your response. Unfortunately the user didn’t come back to us on this one, however…we have had one more report of this. Again, lots of other sales going through without issue. I asked the user to refresh and this resolved the issue for them.

    I’ve looked in our Braintree logs. Other than the successful transactions that are human readable there are just lots of request / response pairs that are base64 encoded. Given the log has users details in it I’m not able to share. Are these requests to load the initial form before payment?

    Request
environment: production
uri: generate
data: Array
(
)

    What should I be looking for in the responses after decoding them? Or will there be an explicit error line logged? or just a missing Response? If this is just a temporary timeout type issue, is there a way to configure the plugin to retry?

    Plugin Support Tseten a11n

    (@tibetanitech)

    Hi @codebuddy

    Since we will need to look at the logs related to the failed payment and might include sensitive information. Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter codebuddy

    (@codebuddy)

    Hi @tibetanitech – thanks for this, I’ve now raised a ticket over there.

    Plugin Support Tseten a11n

    (@tibetanitech)

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

Viewing 5 replies - 1 through 5 (of 5 total)
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