“Oops something went wrong ” for some orders

  • Resolved Andrew

    (@egahen)


    3 years, 8 months ago

    Hi,

    Some of my customers when trying to pay via Credit Card gets this “Oops something went wrong please try a different payment method” message. Most of orders are going fine, but some (most of them are from India but not all and I`m not sure is it relevant).

    To be honest I`m not sure how can I identify the problem and fix it. Sometimes when customers bank declines a transaction I get “Order Failed” mail. This can help me identify what the problem is.

    But in the situation that I`m describing I dont have even such message.

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

    (@skyvergesteve)

    Hey @egahen ,

    Thanks for contacting us about our Braintree for WooCommerce plugin! I’m happy to help out ??

    We may be able to determine what is happening by taking a look at the log files.

    To start with, would you please enable gateway logging?

    1. From your WordPress dashboard, go to WooCommerce > Settings > Payments.
    2. Find the payment method and click Manage.
    3. Change the Debug Mode field to “Save to Log”.
    4. Click Save Changes.

    This will start logging all orders, successful or otherwise, placed with this gateway. To gather the logs, would you please follow the below steps?

    1. Head to WooCommerce > Status > Logs.
    2. Choose the gateway log from the dropdown and click the “View” button to display the log. Please note that the log may be in UTC/GMT time, so it may be offset by a few hours.
    3. Copy and paste the log into Snippi and share the resulting link. You can also paste the logs directly in your reply.`

    Can you please let me know if you are able to capture any of these transactions in the log files?

    Cheers,

    Steve
    SkyVerge

    Steve

    (@skyvergesteve)

    Hey @egahen,

    It has been a long time since we heard from you, so I’m going to mark this topic as resolved.

    If you’re still experiencing issues please take a look at our documentation for more information and create a new thread if you have further questions.

    Cheers,

    Steve
    SkyVerge

    Hey @egahen, was this ever resolved? We’re having the same issue now.

    Thread Starter Andrew

    (@egahen)

    Hi @dmpinder

    Nope, I didnt solve it in any way. TO be honest I was so tired with Braintree technical issues, that I just switched to Stripe. For now on, I`m super happy:)

    Hi @egahen

    I’m sorry we couldn’t help your resolve the issue! Though I’m happy to hear that Stripe is working for you ??

    If you’re keen to give us another try in the future, please feel free to reach out with any questions!

    @dmpinder if you’re still having that issue, can you please reach out to us directly? As payment gateway troubleshooting could contain sensitive information.

    You could reach out to us here: https://www.skyverge.com/contact/

    Thanks!
    Christine

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