Order ID and key were not found in “custom”

  • Resolved Ashley

    (@underdog89)


    1 year ago

    Every now and then we get an order that produces 2 or 3 errors when a customer attempts to pay for an order using PayPal, on the 3rd or 4th attempt it is successful.

    However, each attempt results in an order for each. So the customer gets charged multiple times.

    The only error in the logs is this:

    Error: Order ID and key were not found in “custom”

    Any ideas as to what this could be? or any clues as to where to look next? It’s not easy to reproduce and doesn’t happen everytime, so it’s frustrating.

    Many thanks in advance.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Krystian

    (@inpsydekrystian)

    Hello @underdog89,

    Thanks for reaching out to us, we’re here to help.

    Can you replicate this issue using a?sandbox account? This would significantly speed up the analysis. You can also conduct this test on a?staging site. I understand it’s not easy to reproduce, but it’s always worth a try.

    Furthermore, we would like to examine the plugin log files along with system report to gain more insight into this issue. Please note that log files are generated only if the “Logging” feature is activated in your plugin settings. To enable Logging:

    • Go to the “Connection” tab in your plugin settings and activate “Logging.”
    • Every transaction will now generate a log entry, which you can access by navigating to WooCommerce > Status > Logs.
    • Select the most recent “woocommerce-paypal-payments” file corresponding to the date of the transaction in question.
    • There is also a system report in the Status section.

    It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions. In that situation, we’ll need to wait for upcoming failed orders to generate new log entries.

    Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

    If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Kind regards,
    Krystian

    Thread Starter Ashley

    (@underdog89)

    Thanks for the reply. I have opened a ticket via your support.

Viewing 2 replies - 1 through 2 (of 2 total)
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