Customer IP Address is exactly the same

Hi @hurky195

Thanks for reaching out!

I understand you’re experiencing an issue with your client’s website where every customer has the same Customer IP Address in WooCommerce, causing issues with your Eway payment gateway.

It looks like a third-party plugin or your theme might be causing the conflict here.

For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create a test order using Cash on Delivery and see if this works?

If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Let us know how it goes!

Hi,

Thanks for getting back to me.

I can confirm that I have switched to the Storefront theme with only the WooCommerce plugin enabled and the issue is still presenting itself. The Customer IP address is always the same – 122.201.127.228.

Please see System Status Report and error log at https://gist.github.com/hurky195/d984194b13e336395f15dd60fab174ab

Cheers,

Paul.

Hi @hurky195

Thanks for trying the suggestion above.

I understand that even after switching to the default Storefront theme and only WooCommerce plugin is enabled, the newly created order using Cash on Delivery still contains the same IP Address, right?

Please follow the steps below:

• Clear WooCommerce transients and Expired transients under WooCommerce > Status > Tools
• Have your host purge the site cache
• Clear your browser’s cache or try another browser or in incognito mode
• Repeat the steps above and see if this works

Let us know how it goes!

Hi,

Thanks for getting back to me. Have tried your suggestions but this hasn’t solved the issue. Have spent significant time with website host and they say everything is good on the hosting side.

Have checked database and no repair is needed. Deactivated security plugin, although this should have shown up in previous work. Nothing seems to be resolving the issue.

Any other possible solutions?

Cheers,

Paul.

Hi @hurky195

Thank you so much for trying the suggested solutions above, however, still to no avail and the issue persists.

Can you please try to clone your site to a staging environment using the free WP Staging plugin, create a test order using Cash on Delivery and see if you receive the correct Customer IP Address from here?

If these did not resolve the issue, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

Hi,

I’m doing some more testing (and getting someone else to place an order) but it looks like creating a staging environment resolves the issue.

If this is confirmed through further testing, is there a reason why this is? If I make the staging site live, will the issue still likely be resolved?

Cheers,

Paul.

Hi @hurky195

I’m doing some more testing (and getting someone else to place an order) but it looks like creating a staging environment resolves the issue.

Sounds like a plan. Let us know how it goes!

If this is confirmed through further testing, is there a reason why this is? If I make the staging site live, will the issue still likely be resolved?

It’s great to hear that creating a staging environment seems to have resolved the issue you were experiencing.

A staging environment is essentially a clone of your live website, which allows you to test and troubleshoot any issues without affecting your live site. There could be a few reasons why the issue was resolved in the staging environment.

As a first step, you could provide us with the System Status Report of both environments for us to check this further.

Hi,

An update. As mentioned the issue wasn’t occurring in the staging site during testing. However, as soon as the staging site was made live, the issue occurred again. Exactly the same IP address – 122.201.127.228.

I’m totally lost as to what could be causing the issue.

See below for system status report.

https://gist.github.com/hurky195/c0aaaefe45a5de71207e84a716b0e039

Cheers,

Paul.

Sorry, should have also provided the system status report from the staging site. See below.

https://gist.github.com/hurky195/8d4f74c065f763d0661a8d905471adbf

Hello @hurky195,

An update. As mentioned the issue wasn’t occurring in the staging site during testing. However, as soon as the staging site was made live, the issue occurred again. Exactly the same IP address – 122.201.127.228.

This is actually your own site’s address: https://www.whatsmydns.net/#A/anexperiencebeautyclinic.com

Does this happen with other payment methods like COD? Do you see the same IP address in the order details?

If so, then the problem is most likely caused by the server configuration or some sort of firewall. I suggest contacting your hosting provider (Crazy Domains) about it: https://www.crazydomains.com/website-protection/

Let us know how it goes!

Just an update. Yes, we are seeing the same IP address no matter what payment method is used – COD, PayPal or eway, which are the methods we have. We’ve been in contact with Crazy Domains but they haven’t found a resolution as yet. We’re still waiting.

Cheers,

Paul.

Hello @hurky195,

Thanks for getting back to us!

Just an update. Yes, we are seeing the same IP address no matter what payment method is used – COD, PayPal or eway, which are the methods we have. We’ve been in contact with Crazy Domains but they haven’t found a resolution as yet. We’re still waiting.

This further suggests the issue might not be related to the Eway plugin. Could you please check if this problem extends beyond WooCommerce orders and affects normal blog post comments as well?

If that’s the case, you might find this helpful guide useful: https://blog.sqlauthority.com/2017/07/22/wordpress-ip-addresses-comments-local-server/

Cheers!

Hi,

Thanks for your suggestion. The website doesn’t have posts but I set up to test and the correct IP address is recorded. That is, when I make a comment my IP address is recorded, not the IP address of the website hosting.

Therefore it seems like the issue is isolated to WooCommerce and all orders (COD, PayPal and eWay).

Any other suggestions?

Cheers,

Paul.

Hi,

To check better, 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.

Thanks.