Oops, something went wrong. Please try a different payment method.

Hello,

We’ve got Braintree plugin logs turned on, but no logs are visible for those Orders.

Can you change the debug mode to Save to log in WooCommerce > Settings > Payments > Braintree, and then place test orders?

Once you can replicate the issue, please find the log from your transaction in WooCommerce > Status > Logs and share it here (please hide any sensitive information if any)

@maykato
The problem is, that we already have had logs turned on, when the problem occurred, but no error log shown.

Hi again,

Which site is this? Could you let us know the URL? We ll take a look at the checkout form with our browser tools to see if anything stands out.

Kind regards,

Hi @conschneider,
I am sorry for late reply. The site address is store.kontakt.io .

Hello!

The site address is store.kontakt.io

May I ask for additional pieces of information? Can you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Then please include the report in your response, thanks.

Hey,
here you go ??

### WordPress Environment ###

WordPress address (URL): https://store.kontakt.io/wp
Site address (URL): https://store.kontakt.io
WC Version: 5.3.0
REST API Version: ? 5.3.0
WC Blocks Version: ? 4.9.1
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.2.6
Log Directory Writable: ?
WP Version: ? 6.0 - There is a newer version of WordPress available (6.0.2)
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: nginx/1.21.3
PHP Version: 7.4.25
PHP Post Max Size: 128 MB
PHP Time Limit: 300
PHP Max Input Vars: 10000
cURL Version: 7.68.0
OpenSSL/1.1.1f

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.12-MariaDB-1:10.5.12+maria~focal
Max Upload Size: 128 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.3.0
WC Database Prefix: wp_
Total Database Size: 222.43MB
Database Data Size: 118.55MB
Database Index Size: 103.88MB
wp_woocommerce_sessions: Data: 0.05MB + 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: 4.52MB + Index: 2.52MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 41.58MB + Index: 37.13MB + 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: 1.02MB + Index: 0.11MB + 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: 1.02MB + Index: 0.03MB + Engine InnoDB
wp_cartflows_ca_cart_abandonment: Data: 1.50MB + Index: 0.05MB + Engine InnoDB
wp_cartflows_ca_email_history: Data: 0.08MB + Index: 0.06MB + Engine InnoDB
wp_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 6.52MB + Index: 8.06MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_onboarding_with: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 3.36MB + Index: 0.45MB + Engine InnoDB
wp_postmeta: Data: 39.58MB + Index: 34.13MB + Engine InnoDB
wp_posts: Data: 5.52MB + Index: 3.83MB + Engine InnoDB
wp_redirection_404: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_redirection_groups: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_redirection_items: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_redirection_logs: 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: 0.13MB + 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: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.08MB + Index: 0.06MB + 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: 6.52MB + Index: 6.06MB + Engine InnoDB
wp_wc_order_stats: Data: 2.52MB + Index: 1.09MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + 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_wpmm_subscribers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wapo_groups: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wapo_types: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wccl_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 3.52MB + Index: 9.09MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.06MB + Index: 0.05MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB

### Post Type Counts ###

acf-field: 118
acf-field-group: 8
attachment: 177
nav_menu_item: 58
omapi: 279
page: 6
post: 3
product: 40
revision: 36
shop_order: 16794
shop_order_refund: 2

### Security ###

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

### Active Plugins (19) ###

ManageWP - Worker: by GoDaddy – 4.9.14
Advanced Custom Fields PRO: by Delicious Brains – 5.12.3
Classic Editor: by WordPress Contributors – 1.4
Disable REST API: by Dave McHale – 1.7
Disable XML-RPC-API: by Neatma – 2.1.2
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

Klarna Order Management for WooCommerce: by klarna
krokedil – 1.6.10

Klarna Payments for WooCommerce: by krokedil
klarna
automattic – 2.9.1

OptinMonster: by OptinMonster Team – 2.6.9
Custom TwoCheckout: by 2Checkout/Osom – 1.0.1
Osom WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.10
Redirection: by John Godley – 5.1.3
SVG Support: by Benbodhi – 2.3.18
WebP Express: by Bj?rn Rosell – 0.19.0
Braintree for WooCommerce Payment Gateway: by WooCommerce – 2.6.1 (update to version 2.7.0 is available)
WooCommerce: by Automattic – 5.3.0 (update to version 6.9.2 is available)
Yoast SEO: by Team Yoast – 18.4.1
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.8.5

YITH WooCommerce Product Add-ons: by YITH – 1.5.38

### Inactive Plugins (8) ###

Advanced Cron Manager: by BracketSpace – 2.4.1
Advanced Custom Fields PRO: by Elliot Condon – 5.9.5
All In One WP Security: by Tips and Tricks HQ
Peter Petreski
Ruhul
Ivy – 4.4.4

Contact Form 7: by Takayuki Miyoshi – 5.1.1
Honeypot for Contact Form 7: by Nocean – 1.14.1
Social Login: by OneAll Social Login <[email protected]> – 5.5.1
W3 Total Cache: by Frederick Townes – 0.9.7.3
Yoast SEO: by Team Yoast – 17.7.1

### Must Use Plugins (5) ###

Bedrock Autoloader: by Roots – 1.0.0
Disallow Indexing: by Roots – 1.0.0
Kinsta Must-use Plugins: by Kinsta Team – 2.4.8
ManageWP - Worker Loader: by GoDaddy –
Register Theme Directory: by Roots – 1.0.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
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: –

### WC Pages ###

Shop base: ? Page ID is set
but the page does not exist

Cart: #68 - /cart/
Checkout: #69 - /checkout/
My account: ? Page visibility should be public
Terms and conditions: ? Page not set

### Theme ###

Name: Osom Theme
Version: (update to version 0 is available)
Author URL: 
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: osom-theme/woocommerce/cart/cart-empty.php
osom-theme/woocommerce/cart/cart-totals.php
osom-theme/woocommerce/cart/cart.php
osom-theme/woocommerce/checkout/cart-errors.php
osom-theme/woocommerce/checkout/form-billing.php
osom-theme/woocommerce/checkout/form-checkout.php
osom-theme/woocommerce/checkout/form-coupon.php
osom-theme/woocommerce/checkout/form-login.php
osom-theme/woocommerce/checkout/form-pay.php
osom-theme/woocommerce/checkout/form-shipping.php
osom-theme/woocommerce/checkout/order-receipt.php
osom-theme/woocommerce/checkout/payment-method.php
osom-theme/woocommerce/checkout/payment.php
osom-theme/woocommerce/checkout/review-order.php
osom-theme/woocommerce/checkout/terms.php
osom-theme/woocommerce/checkout/thankyou.php
osom-theme/woocommerce/emails/admin-cancelled-order.php
osom-theme/woocommerce/emails/admin-failed-order.php
osom-theme/woocommerce/emails/admin-new-order.php
osom-theme/woocommerce/emails/customer-completed-order.php
osom-theme/woocommerce/emails/customer-invoice.php
osom-theme/woocommerce/emails/customer-new-account.php
osom-theme/woocommerce/emails/customer-note.php
osom-theme/woocommerce/emails/customer-on-hold-order.php
osom-theme/woocommerce/emails/customer-processing-order.php
osom-theme/woocommerce/emails/customer-refunded-order.php
osom-theme/woocommerce/emails/customer-reset-password.php
osom-theme/woocommerce/emails/email-addresses.php
osom-theme/woocommerce/emails/email-customer-details.php
osom-theme/woocommerce/emails/email-downloads.php
osom-theme/woocommerce/emails/email-footer.php
osom-theme/woocommerce/emails/email-header.php
osom-theme/woocommerce/emails/email-order-details.php
osom-theme/woocommerce/emails/email-order-items.php
osom-theme/woocommerce/emails/email-styles.php
osom-theme/woocommerce/emails/plain/admin-cancelled-order.php
osom-theme/woocommerce/emails/plain/admin-failed-order.php
osom-theme/woocommerce/emails/plain/admin-new-order.php
osom-theme/woocommerce/emails/plain/customer-completed-order.php
osom-theme/woocommerce/emails/plain/customer-invoice.php
osom-theme/woocommerce/emails/plain/customer-new-account.php
osom-theme/woocommerce/emails/plain/customer-note.php
osom-theme/woocommerce/emails/plain/customer-on-hold-order.php
osom-theme/woocommerce/emails/plain/customer-processing-order.php
osom-theme/woocommerce/emails/plain/customer-refunded-order.php
osom-theme/woocommerce/emails/plain/customer-reset-password.php
osom-theme/woocommerce/emails/plain/email-addresses.php
osom-theme/woocommerce/emails/plain/email-customer-details.php
osom-theme/woocommerce/emails/plain/email-downloads.php
osom-theme/woocommerce/emails/plain/email-order-details.php
osom-theme/woocommerce/emails/plain/email-order-items.php
osom-theme/single-product.php version - is out of date. The core version is 1.6.4

Outdated Templates: ?
					
					
						Learn how to update

### Klarna Payments Request Log ###

2022-09-19 09:20:51: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-19 09:20:44: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-19 09:17:48: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-19 09:17:25: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:17:28: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:17:28: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:47: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:45: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:41: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:40: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:24: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:23: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-16 11:16:16: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-13 12:16:20: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

2022-09-13 12:13:22: KP Create Session
Response code: 401
Response message: {"headers":[],"body":"<html><head><title>401 Authorization Required<\/title><\/head><body><center><h1>401 Authorization Required<\/h1><\/center><\/body><\/html>","response":{"code":401,"message":"Unauthorized"},"cookies":[],"filename":null,"http_response":{"data":null,"headers":null,"status":null}}
Correlation ID:

### Klarna Countries ###

Production Countries: US
Test Countries: US

### Braintree (Credit Card) ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Save to Log

### Action Scheduler ###

Complete: 220
Oldest: 2022-08-19 16:06:31 +0000
Newest: 2022-09-19 11:20:14 +0000

### Status report information ###

Generated at: 2022-09-19 12:13:24 +00:00

Hi there @kamiljnak ??

Some of customers when trying to pay via Credit Card gets error “Oops something went wrong please try a different payment method” message. Most of the orders are going fine.

I was able to go ahead with adding products to the cart, with the browser console showing no errors in the checkout page, as seen in the screenshot linked here: https://snipboard.io/fi2N7Y.jpg

Kindly go ahead with upgrading the WooCommerce core and all other plugins to the latest versions and see if the issue persists.

Additionally, this kind of problem is usually caused by a conflict with your theme or with another plugin.
?
The best way to determine this is to:

• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Repeat the action that is causing the problem

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.\

I hope this points you to the right direction. Let us know how it goes!