Order failed “We couldn’t verify the postal code in the billing address”

Hi @optimystery

WooCommerce indeed handles the connection with Stripe, but Stripe itself handles the verification of card details.

Here’s how you can track down the source of the error:

1. Check Stripe’s Logs: Login to your Stripe Dashboard and navigate to the Logs section. Here, you will find a list of all the recent requests sent from your site to Stripe. Look for any failed requests and click on them to get more details. This could provide clues as to why the postal code verification failed. Further information can be found here: https://stripe.com/docs/dashboard/basics#monitor-your-integration
2. Check WooCommerce Logs: You can also check the WooCommerce logs for any error messages. To do this, navigate to WooCommerce > Status > Logs in your WordPress dashboard. Select the log corresponding to the date of the error, then look for any entries that mention Stripe or payment errors.

If the issue persists and the logs don’t provide a clear answer, I recommend reaching out to Stripe’s support. They have access to more detailed information about transactions and can provide more insight into why the postal code verification failed.

Please, remember to ensure that the billing address entered at checkout matches the one associated with the card being used. Even a small discrepancy can cause the transaction to fail.

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.

You could copy and paste your reply or share it via https://pastebin.com/ and send the link here. This will help us investigate further and provide you with a more accurate solution.

Let us know how that goes. Looking forward to helping you.

I do not wish to share this information publicly. How can I send to you directly?

There was no error shown in stripe dashboard, and also nothing specfic about a failed postcode validation in Woo logs that I could see. But please provide a contact so I can send the full report.

• This reply was modified 1 year, 2 months ago by optimystery.

Hi @optimystery

You can open a support request for us to investigate further about your issue. Make sure to include every detail you can as requested earlier.

Meanwhile, I will be marking this thread as resolved since your concern would be best handled by our Happiness Engineers there.

Thanks!