Payment errors

Hi @javicapra,

some clients are having problems when they try to pay. One told me he try from his cellphone and give an error, then from a PC he could do it. Now someone from France is trying to pay with differents metods (stripe, Paypal) and it′s give him an error. I check the stripe log and call a “generic decline” from the card, but is weird. I really don′t know if i have problems with woocommerce or with some of the payments metods. I don′t know where to start looking.

From what I understand, some of your clients are having a hard time making payments on your website. They’ve run into errors using different payment methods like Stripe and PayPal. Interestingly, one client managed to make a successful payment using a PC after failing on a mobile device. You’ve also pointed out an unusual “generic decline” error from the Stripe card log.

Looking at the WooCommerce form you shared, I see that your website runs on WooCommerce version 8.2.1 and WordPress version 6.3.2. Everything seems in order with your server environment, database, and other configurations.

To help resolve the issue, you can consider these steps:

1. Review Payment Gateway Settings: Make sure the settings for Stripe and PayPal in WooCommerce are correctly configured. Wrong settings can lead to payment errors.
2. Test for Plugin Conflicts: Deactivate all plugins except WooCommerce and the payment gateway plugins. If the problem disappears, reactivate each plugin one by one to find the problematic one.
3. Try a Default Theme: Switch to a default WordPress theme like Storefront. If the problem disappears, your current theme might be the issue. Here’s a handy guide on how to test for conflicts: ?? How to Test for Plugin and Theme Conflicts.
4. Turn on Debugging: If the problem persists, activate debugging in WordPress to help identify the issue. Add these lines to your wp-config.php file:

define( 'WP_DEBUG', true );
define( 'WP_DEBUG_LOG', true );
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );

This will create a debug.log file in your wp-content directory, logging any PHP errors or notices. For a more detailed guide on enabling debugging in WordPress, you can visit this link: ?? Debugging in WordPress

If the issue continues after trying these steps, please share more details, like the exact error messages you see when debug mode is on. This will help us identify and solve the problem more effectively.

Also, please share any fatal error logs (if any) found under WooCommerce > Status > Logs.

Once you have that, please paste it inside a Code block in your reply, or use https://pastebin.com/ to paste it and share the link with us.

Thanks for your patience and cooperation in this matter! We’re here to help you get this sorted.

Hi Tamrat, thanks for your quick response. I will try what you told me.

Thanks again.

Hi @javicapra,

thanks for your quick response. I will try what you told me.

You’re welcome! I’m glad to hear that you found the information helpful.

Please take your time to carry out the steps I’ve suggested. If you encounter any issues or have any questions during the process, don’t hesitate to reach out. We’re here to assist you.

Once you’ve gone through the steps, do let us know the results. If the issue persists, please provide us with the additional information requested (debug logs, error messages, etc.), as it will help us to further diagnose and resolve the issue.

Looking forward to hearing from you soon. Thank you for your cooperation and patience in this matter.