Payments failing with generic error

  • Resolved frasergallo

    (@frasergallo)


    6 years, 3 months ago

    Site is at galloacoustics.com/shop but is not live yet since payments aren’t working. I can set up a user account for you to access if it will help with debugging.

    I’ve turned on descriptive errors but still only get the generic message ‘Oops, something went wrong’ when trying to submit payments using MasterCard or Visa. AmEx works fine. I’ve spoken to Braintree and they have confirmed everything is configured correctly at their end so any issue has to lie with this plugin, which they do not offer support on, since WooCommerce created it.

    Test payments in Production environment were working on our UK site before we enabled 3D Secure with Braintree at the start of the week, but have failed ever since. When we spoke to Braintree, they said that they have not seen any payments which included 3D secure so they must be failing in this plugin before it reaches them. Payments had been working fine in Sandbox too, so I’m not sure where else to go in trouble-shooting since everything seems to be set up correctly and the error messages are telling me nothing

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

Viewing 1 replies (of 1 total)
  • Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    Thanks for that detailed description!

    ‘Oops, something went wrong’ when trying to submit payments using MasterCard or Visa. AmEx works fine.

    That’s a strange one!

    To help you out, we’ll need to take a closer look at your site?

    Could you please contact us at WooCommerce.com > My Account > Tickets? You may need to create an account.

    Please make sure to include

    * System status log: you can find it via WooCommerce > Status.
    * PayPal Powered By Braintree log: enable logging in the plugin settings, try to pay for an order using Visa or Mastercard, then copy the log that will show up under WooCommerce > Status > Logs (you can select PayPal Powered By Braintree from the dropdown list in the top right)

    Thanks!

Viewing 1 replies (of 1 total)
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