No such customer, a similar object exists in live mode

  • Resolved LS Developer

    (@lsdev50)


    4 months ago

    We are encountering an issue when customers attempt to update their card details from the “My Account” section. The following error message is displayed:

    Error Message:
    “Sorry, we are unable to process the payment at this time. Reason: No such customer: ‘cus_QJQKTHDDzxgHkH’; a similar object exists in live mode, but a test mode key was used to make this request.”

    1. The issue occurred because the payment mode was previously set to test mode, and an order was placed using live card details under the test environment.
    2. The payment mode has since been switched to live, but the customer is now unable to update their card details due to the mismatch in customer data (test mode vs. live mode).

    We cannot remove the customer and recreate the order, as there are multiple orders linked to the same customer profile.

    Is there a way to update the customer details in the database or Stripe system to align the data from test mode to live mode? Any guidance on resolving this issue without disrupting the customer’s existing orders would be greatly appreciated.

    Thank you for your support. Looking forward to your assistance.

Viewing 1 replies (of 1 total)
  • Plugin Support Jonayed (woo-hc)

    (@jonayedhosen)

    Hi @lsdev50 ,

    From your description, it sounds like your customers are unable to update their card details due to a mismatch between test and live mode customer IDs in Stripe.

    This issue was identified previously but has already been addressed. You can find more details about the resolution here: GitHub – WooCommerce Stripe Gateway #3110.

    To help us investigate further, it would be helpful to review your current System Status Report for more insight into your setup. You can generate this report by:

    1. Navigating to WooCommerce > Status in your WordPress dashboard.
    2. Selecting Get System Report and then clicking Copy for Support.

    Once you have the report, please paste it into a Code block in your reply or use Pastebin to share the link with us.

    Let us know once this information is ready, and we’ll be happy to assist further!

Viewing 1 replies (of 1 total)
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