Payment Processing Issues

  • Resolved kfutter

    (@kfutter)


    11 months, 1 week ago

    I’ll preface this by stating that I’m not sure if this is the best or correct place to post this, so please point me in the right direction if not.

    I’ve had a few customers over the last few days report that when they place an order and submit the payment details, the website just beachballs and nothing happens. Neither the order nor the payment go through. I’ve had one customer try a different credit card on a different device and wi-fi network, with the same result. From anecdotal reports, these payments involve customers without a PayPal account paying by credit card (but using the PayPal payment gateway). Normally this kind of problem relates to PayPal having communication issues with the customer’s financial institution, but is pretty rare.

    Any ideas on what’s happening and how to fix it?

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter kfutter

    (@kfutter)

    I’m getting more reports of this issue from customers now, and it seems to be affecting all credit card payments. One customer reported the issue when attempting to use his credit card, but was able to pay successfully using PayPal funds. I’ve logged a support ticket with Woocommerce, but would still appreciate any help or feedback here also.

    Hey there, @kfutter! Thanks for contacting us. I’m happy to help you.

    Let me ask a few questions so we can determine if this is the correct place to get help for it. If it is not, we will direct you to the correct one ??

    As I understand this is happening on all orders paid for with PayPal, correct?

    Do you have other payment gateways on your site? If so, is the issue happening with them too?

    Which PayPal plugin are you using?

    Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Looking forward to your reply.

    Have a wonderful day!

    Hi there. We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 3 replies - 1 through 3 (of 3 total)
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