Invalid Username and Password – customers can’t buy

Hi @teamatlocationindie ,

Thanks for reaching out!

It sounds like you’re experiencing issues with returning customers being unable to complete purchases due to problems with usernames and passwords, is this correct?

Are you able to replicate the issue when creating a test account? Is this issue only present for returning customers, or are unregistered customers also experiencing issues creating an account on checkout?

Can you please check if the customers experiencing this issue are still visible within the Dashboard → Users area?

Additionally, please can you share a copy of the following:

• System Status Report: navigate to WooCommerce → Status. Select Get system report and then Copy for support.
• Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

Once you have these, please share them in your response here.

Cheers!

Correct. It seems to be only returning users experiencing this issue. Also, if I am not mistaken, I believe in every case their most recent purchase was a product in which “guest checkout” was enabled. I have tried to replicate the issue but have not been successful. Also, funny you should mention it, these customers, at least some of them, do not show up in the ‘Users’ area. I have had to manually create accounts for them, and then they have been able to purchase.

Here is the system status report:

` WordPress Environment</p> <p class=””>WordPress address (URL): https://locationindie.com<br>Site address (URL): https://locationindie.com<br>WC Version: 8.0.2<br>REST API Version: ? 8.0.2<br>WC Blocks Version: ? 10.6.5<br>Action Scheduler Version: ? 3.6.1<br>Log Directory Writable: ?<br>WP Version: 6.3.1<br>WP Multisite: –<br>WP Memory Limit: 512 MB<br>WP Debug Mode: ?<br>WP Cron: ?<br>Language: en_US<br>External object cache: – Server Environment</p> <p class=””>Server Info: nginx/1.17.3<br>PHP Version: 7.3.33<br>PHP Post Max Size: 384 MB<br>PHP Time Limit: 60<br>PHP Max Input Vars: 10000<br>cURL Version: 7.29.0<br>NSS/3.36</p> <p class=””>SUHOSIN Installed: –<br>MySQL Version: 5.5.5-10.0.38-MariaDB<br>Max Upload Size: 384 MB<br>Default Timezone is UTC: ?<br>fsockopen/cURL: ?<br>SoapClient: ?<br>DOMDocument: ?<br>GZip: ?<br>Multibyte String: ?<br>Remote Post: ?<br>Remote Get: ? Database</p> <p class=””>WC Database Version: 8.0.2<br>WC Database Prefix: wp_<br>Total Database Size: 184.36MB<br>Database Data Size: 144.25MB<br>Database Index Size: 40.11MB<br>wp_woocommerce_sessions: Data: 0.13MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wp_woocommerce_order_items: Data: 0.08MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_order_itemmeta: Data: 1.52MB + Index: 0.69MB + Engine InnoDB<br>wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine 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Data: 0.06MB + Index: 0.00MB + Engine InnoDB Post Type Counts</p> <p class=””>_pods_field: 4<br>_pods_group: 1<br>_pods_pod: 3<br>_pods_template: 1<br>_tcb_form_settings: 1<br>attachment: 848<br>custom_css: 1<br>et_pb_layout: 19<br>leadpages_post: 68<br>nav_menu_item: 8<br>oembed_cache: 3<br>page: 91<br>podcast: 226<br>popup: 2<br>popup_theme: 8<br>post: 44<br>pretty-link: 40<br>product: 18<br>pys_event: 1<br>revision: 1080<br>sfwd-courses: 8<br>sfwd-lessons: 111<br>shop_coupon: 32<br>shop_order: 445<br>shop_order_refund: 30<br>shop_subscription: 71<br>tcb_content_template: 1<br>thrive_image: 1<br>tqb_quiz: 1<br>tqb_results: 1<br>tqb_splash: 1<br>tve_notifications: 1<br>wapf_product: 1 Security</p> <p class=””>Secure connection (HTTPS): ?<br>Hide errors from visitors: ?Error messages should not be shown to visitors. Active Plugins (39)</p> <p class=””>ManageWP – Worker: by GoDaddy – 4.9.17<br>Advanced Product Fields for WooCommerce: by StudioWombat – 1.6.3<br>Affiliate For WooCommerce: by StoreApps – 6.23.0<br>Better Search Replace: by WP Engine – 1.4.2<br>Classic Editor: by WordPress Contributors – 1.6.3<br>Code Snippets: by Code Snippets Pro – 3.4.2<br>ConvertKit for WooCommerce: by ConvertKit – 1.6.7<br>ConvertKit: by ConvertKit – 2.2.8<br>Duplicate Page: by mndpsingh287 – 4.5.2<br>Iconic Sales Booster for WooCommerce: by Iconic – 1.15.3<br>LearnDash Licensing & Management: by LearnDash – 1.2<br>LearnDash LMS – WooCommerce Integration: by LearnDash – 1.9.6<br>LocationIndie.com: by Andrew Matheson – 1.4<br>PixelYourSite: by PixelYourSite – 9.4.2<br>Pods – Custom Content Types and Fields: by Pods Framework Team – 2.9.19<br>Popup Maker: by Popup Maker – 1.18.2<br>Popups for Divi: by divimode.com – 3.0.5<br>Pretty Links: by Pretty Links – 3.5.2<br>SearchWP Live Ajax Search: by SearchWP<br>LLC – 1.7.6</p> <p class=””>LearnDash LMS: by LearnDash – 4.8.0<br>Thrive Product Manager: by Thrive Themes – 1.13<br>Thrive Quiz Builder: by <a href=”https://thrivethemes.com”>Thrive Themes</a> – 3.21.2<br>TinyPNG – JPEG, PNG & WebP image compression: by TinyPNG – 3.4.1<br>User Switching: by John Blackbourn & contributors – 1.7.0<br>Website File Changes Monitor: by Melapress – 1.8.5<br>Advanced Order Export For WooCommerce: by AlgolPlus – 3.4.2<br>WooCommerce Google Analytics Integration: by WooCommerce – 1.8.4<br>WooCommerce Payments: by Automattic – 6.3.2<br>WooCommerce Product Add-ons: by WooCommerce – 6.4.5<br>WooCommerce Zapier: by OM4 Software – 2.7.3<br>WooCommerce: by Automattic – 8.0.2 (update to version 8.0.3 is available)<br>Wordfence Security: by Wordfence – 7.10.3<br>Yoast SEO: by Team Yoast – 20.13<br>WP Activity Log for WooCommerce: by WP White Security – 1.5.2<br>WP Crontrol: by John Blackbourn & crontributors – 1.15.3<br>WP Mail SMTP: by WP Mail SMTP – 3.8.2<br>WP Rocket: by WP Media – 3.14.4.2<br>WP Activity Log: by WP White Security – 4.5.3<br>WPFront Notification Bar: by Syam Mohan – 3.3.2 Inactive Plugins (2)</p> <p class=””>Divi Booster: by Dan Mossop – 3.8.6<br>Divi Image Intense: by Superfly – 4.0.1 Dropin Plugins (1)</p> <p class=””>advanced-cache.php: advanced-cache.php Must Use Plugins (3)</p> <p class=””>ET Support Center :: Must-Use Plugins Autoloader: by Elegant Themes –<br>LearnDash LMS Multisite: by LearnDash – 1.0.0<br>ManageWP – Worker Loader: by ManageWP – Settings</p> <p class=””>API Enabled: –<br>Force SSL: –<br>Currency: USD ($)<br>Currency Position: left<br>Thousand Separator: ,<br>Decimal Separator: .<br>Number of Decimals: 2<br>Taxonomies: Product Types: course (course)<br>external (external)<br>grouped (grouped)<br>simple (simple)<br>subscription (subscription)<br>variable (variable)<br>variable subscription (variable-subscription)</p> <p class=””>Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)</p> <p class=””>Connected to WooCommerce.com: ?<br>Enforce Approved Product Download Directories: ?<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages</p> <p class=””>Shop base: #53863 – /shop/<br>Cart: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.<br>Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.<br>My account: #53866 – /my-account/<br>Terms and conditions: #50066 – /terms/ Theme</p> <p class=””>Name: LocationIndie.com<br>Version: 1.0<br>Author URL: https://rockfortmedia.com<br>Child Theme: ?<br>Parent Theme Name: Divi<br>Parent Theme Version: 4.22.1<br>Parent Theme Author URL: https://www.elegantthemes.com<br>WooCommerce Support: ? Templates</p> <p class=””>Overrides: – Subscriptions</p> <p class=””>WCS_DEBUG: ? No<br>Subscriptions Mode: ? Live<br>Subscriptions Live URL: https://locationindie.com<br>Subscriptions-core Library Version: 6.0.0<br>Subscription Statuses: wc-on-hold: 2<br>wc-cancelled: 10<br>wc-active: 40<br>wc-expired: 19</p> <p class=””>WooCommerce Account Connected: ? Yes<br>Active Product Key: ? No Store Setup</p> <p class=””>Country / State: United States (US) — North Carolina Subscriptions by Payment Gateway</p> <p class=””>WooPayments: wc-active: 40<br>wc-cancelled: 10<br>wc-expired: 19<br>wc-on-hold: 2 Payment Gateway Support</p> <p class=””>WooPayments: products<br>refunds<br>multiple_subscriptions<br>subscription_cancellation<br>subscription_payment_method_change_admin<br>subscription_payment_method_change_customer<br>subscription_payment_method_change<br>subscription_reactivation<br>subscription_suspension<br>subscriptions<br>gateway_scheduled_payments Admin</p> <p class=””>Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page</p> <p class=””>Disabled Features: minified-js<br>new-product-management-experience<br>product-variation-management<br>settings<br>async-product-editor-category-field</p> <p class=””>Daily Cron: ? Next scheduled: 2023-08-30 19:09:37 -04:00<br>Options: ?<br>Notes: 120<br>Onboarding: skipped WooCommerce Payments</p> <p class=””>Version: 6.3.2<br>Connected to WPCOM: Yes<br>Blog ID: 214538472<br>Account ID: acct_1MSN752EhaebNobC Action Scheduler</p> <p class=””>Canceled: 1<br>Oldest: 2023-08-28 13:50:59 -0400<br>Newest: 2023-08-28 13:50:59 -0400</p> <p class=””>Complete: 785<br>Oldest: 2023-07-30 17:39:27 -0400<br>Newest: 2023-08-30 14:00:44 -0400</p> <p class=””>Failed: 9<br>Oldest: 2023-01-23 16:02:09 -0500<br>Newest: 2023-06-06 16:42:19 -0400</p> <p class=””>Pending: 43<br>Oldest: 2023-08-30 20:29:42 -0400<br>Newest: 2024-07-24 12:59:52 -0400 WooCommerce Zapier</p> <p class=””>Database Version: ? 16<br>Detailed Logging Enabled: No<br>Legacy Mode Disabled: ? Yes<br>SSL: ? Yes<br>REST API Authentication Key(s): ? 11<br>Task History Record Count: ? 282<br>Webhook #1: WooCommerce Zapier</p> <ul> <li>Status: active</li> <li>Trigger: order.paid</li> <li>Delivery Count: 282</li> <li>User: li-admin</li> </ul> <p class=””>Status report information</p> <p class=””>Generated at: 2023-08-30 14:05:02 -04:00<br>`

Here are the fatal error logs:

2023-08-29T16:45:56+00:00 CRITICAL syntax error, unexpected ‘array’ (T_ARRAY), expecting function (T_FUNCTION) or const (T_CONST) in /home/nginx/domains/locationindie.com/public/wp-content/plugins/iconic-woo-sales-booster/vendor-prefixed/stellarwp/uplink/src/Uplink/Admin/Plugins_Page.php on line 24 2023-08-29T16:45:58+00:00 CRITICAL syntax error, unexpected ‘array’ (T_ARRAY), expecting function (T_FUNCTION) or const (T_CONST) in /home/nginx/domains/locationindie.com/public/wp-content/plugins/iconic-woo-sales-booster/vendor-prefixed/stellarwp/uplink/src/Uplink/Admin/Plugins_Page.php on line 24

NOTE: There are *many* instances of these errors… they all appear to be the same except for the numbers following the “T” (time?) at the beginning of each error. The final one was 2023-08-29T18:47:26+00:00. We did have a conflict with a plugin (Iconic Sales Booster) yesterday and reinstalled the older version of the plugin which fixed the error, and this may be related to that incident??

Hi @teamatlocationindie ,

Thanks for clarifying!

We did have a conflict with a plugin (Iconic Sales Booster) yesterday and reinstalled the older version of the plugin which fixed the error, and this may be related to that incident??

It’s possible that the conflict with the Iconic Sales Booster plugin may have disrupted some functionalities on your site. I’d suggest monitoring if the issue resurfaces since resolving the error.

Additionally, this can occur if the?Personal data retention?for inactive accounts is set with a specific value.

To check if this is the case here, can you please navigate to?WooCommerce → Settings →?Accounts & Privacy?and scroll down to the?Personal data retention?section.

Next, check if the “Retain inactive accounts” option has a value set:

If so, you can remove the value and leave the option blank to retain this data indefinitely and see if this resolves the issue.

You can read more about these options here:

• Personal Data Retention

Cheers!

Hi there,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if you need any further help with this.

Cheers!