No ITN Received and Woocommerce Changes Status to Cancelled after 60 minutes

Hi there,

Thanks for reaching out!

I understand that successful payments are not updating on the backend and the order status is being changed to cancelled 60 minutes after the order is placed, is this correct?

Does this occur with all orders or only some. If the latter, are there any similarities with the orders experiencing this issue, such as products, customer location, coupons perhaps being used, etc.?

Also, do you have logging and debugging enabled? If not, can you enable this, and create a test payment?

This will create a log under WooCommerce → Status → Logs to record transaction event information, which is useful for troubleshooting.

You can read more on how to do this here:

• Payfast Payment Gateway Setup and Configuration

Additionally, this might be related to the?Hold stock?setting on your site, by default, it is set to?60 minutes. You can leave the option blank to disable and see if this makes any difference:

You can read more about this option in our?Configuring WooCommerce documentation.

Should the issue persist, kindly share the debug log with us here, as well as your sites System Status Report which you can find via WooCommerce?→?Status. Select?Get system report?and then?Copy for support.

Cheers!

Hi Roxy

Thanks for replying. Yes, you are correct. Successful payments are not updating on the backend and the order status is being changed to cancelled 60 minutes after the order is placed

My email address is registered for debugging emails under the manage Payfast settings

I’ve removed the Hold Stock value and the most recent order this morning has still failed to notify me of a successful order

Here is the log from the Woocommerce Status section

WordPress Environment

WordPress address (URL): https://www.stonelodge.co.za
Site address (URL): https://www.stonelodge.co.za
WC Version: 7.8.0
REST API Version: ? 7.8.0
WC Blocks Version: ? 10.5.0
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_ZA
External object cache: –

Server Environment

Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.85.0
OpenSSL/3.0.8

SUHOSIN Installed: –
MySQL Version: 5.7.39-42-log
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

Database

WC Database Version: 7.8.0
WC Database Prefix: wp_
Total Database Size: 41.83MB
Database Data Size: 31.14MB
Database Index Size: 10.69MB
wp_woocommerce_sessions: Data: 1.02MB + 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: 0.23MB + Index: 0.09MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 2.52MB + Index: 3.03MB + 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: 0.03MB + 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: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.31MB + Index: 0.50MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 0.22MB + Index: 0.16MB + Engine InnoDB
wp_cf_forms: Data: 1.16MB + Index: 0.02MB + Engine InnoDB
wp_cf_form_entries: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_cf_form_entry_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_cf_form_entry_values: Data: 0.08MB + Index: 0.11MB + Engine InnoDB
wp_cf_pro_messages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cf_queue_failures: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cf_queue_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.47MB + Index: 0.44MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 2.05MB + Index: 0.09MB + Engine InnoDB
wp_postmeta: Data: 5.52MB + Index: 4.03MB + Engine InnoDB
wp_posts: Data: 0.50MB + Index: 0.25MB + Engine InnoDB
wp_smush_dir_images: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.20MB + Index: 0.19MB + Engine InnoDB
wp_wc_order_stats: Data: 0.19MB + Index: 0.16MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfBlockedIPLog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfBlocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfConfig: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_wfCrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfFileChanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfFileMods: Data: 8.52MB + Index: 0.00MB + Engine InnoDB
wp_wfHits: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfHoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfIssues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfKnownFileList: Data: 4.52MB + Index: 0.00MB + Engine InnoDB
wp_wfLiveTrafficHuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfLocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfLogins: Data: 0.38MB + Index: 0.13MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_role_counts: Data: 0.00MB + Index: 0.00MB + Engine MEMORY
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfNotifications: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wfPendingIssues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfReverseCache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfSNIPCache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
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wp_wfWafFailures: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wow_fbtnp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wow_mwp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_debug_events: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

Post Type Counts

attachment: 193
custom_css: 1
jetpack_migration: 2
nav_menu_item: 18
page: 13
popup: 1
popup_theme: 6
post: 2
product: 33
revision: 125
shop_order: 1829
wp_global_styles: 1

Security

Secure connection (HTTPS): ?
Hide errors from visitors: ?

Active Plugins (11)

Facebook for WooCommerce: by Facebook – 3.0.25
Modal Window: by Wow-Company – 5.3.5
CTX Feed: by WebAppick – 5.4.25
WooCommerce Blocks: by Automattic – 10.5.0
WooCommerce Payfast Gateway: by WooCommerce – 1.5.4
WooCommerce: by Automattic – 7.8.0
Wordfence Security: by Wordfence – 7.10.0
WP Crontrol: by John Blackbourn & crontributors – 1.15.2
WP Mail SMTP: by WP Mail SMTP – 3.8.0
Smush: by WPMU DEV – 3.13.1
Zapper Payments for WooCommerce: by Zapper Development – 2.1.6

Inactive Plugins (2)

BackUpWordPress: by XIBO Ltd – 3.13
Caldera Forms: by Caldera Forms – 1.9.6

Settings

API Enabled: –
Force SSL: –
Currency: ZAR (R)
Currency Position: left_space
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

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 feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

WC Pages

Shop base: #50 - /shop/
Basket: #51 - /basket/
Checkout: #52 - /checkout/
My account: #53 - /my-account/
Terms and conditions: #1576 - /terms/

Theme

Name: Crimson Red Child
Version: (update to version 0 is available)
Author URL:
Child Theme: ?
Parent Theme Name: Crimson Rose
Parent Theme Version: 2.44
Parent Theme Author URL: https://webplantmedia.com/
WooCommerce Support: ?

Templates

Overrides: crimson-red-child/woocommerce/archive-product.php
crimson-rose/woocommerce/single-product/tabs/description.php

Admin

Enabled Features: activity-panels
analytics
product-block-editor
coupons
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
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

Disabled Features: core-profiler
minified-js
new-product-management-experience
product-variation-management
settings
async-product-editor-category-field

Daily Cron: ? Next scheduled: 2023-06-27 09:24:38 +02:00
Options: ?
Notes: 157
Onboarding: completed

Action Scheduler

Complete: 954
Oldest: 2023-05-26 12:54:32 +0200
Newest: 2023-06-26 12:02:24 +0200

Failed: 3
Oldest: 2023-03-28 08:29:56 +0200
Newest: 2023-06-13 09:51:24 +0200

Pending: 4
Oldest: 2023-06-26 22:32:59 +0200
Newest: 2023-07-02 10:05:26 +0200

Status report information

Generated at: 2023-06-26 12:15:34 +02:00
`

Hello @mrbrendanc,

Thank you for sharing the report!

I didn’t find recent reports about this.

Did you add the Instant Transaction Notification URL in your PayFast dashboard?

Link to image: https://d.pr/i/deKp7m

Your notify URL should be: https://www.stonelodge.co.za/?wc-api=WC_Gateway_Payfast


Look forward to hearing back from you. :?)

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.