Persistent error message

Oh, and one additional problem also related to this….

When using SOFORT and authorizing the payment from the first pass, I get the payment complete message and email.

When first failing the payment and then confirming it on the second pass, the user gets the on-hold message that essentially tells them to pay (in addition to the message after checkout from above), even if the payment was already completed. Only a few minutes later they get the payment success email.

This is a horrible behavior – not sure if from woocommerce or stripe…
Fortunately EPS and Alipay do send immediately the payment confirmed e-mail and not the on hold one.

How can I solve this issue?

Thank you as well!

Hi Christian

I’m sorry to hear you are having trouble with processing payments. It sounds like your payment plugins are not properly talking back to the website after they approve the payment.

It will be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Let’s see what are the plugins you have active and go from there.

Hi @battouly

Thanks for your reply! Well not sure if they are not talking properly, because normal operations work without a hiccup.

It’s also really annoying – obviously the pay button that the customers are presented with just leads them to a message saying the order is complete and for further assistance to talk to us.

For the second problem with SOFORT, if only WooCommerce would wait a few minutes before generating/sending the on hold email, maybe in that time the payment finishes processing and then there is no need for the order on hold email, and the customer directly gets the order completed email (which, based on my tests, comes 3-5 minutes after the original email with the “your order is with us but is unpaid yet” on hold email.

Nonetheless, here is the System report you asked for:

### WordPress Environment ###

WordPress address (URL): blocked
Site address (URL): blocked
WC Version: 5.1.0
REST API Version: ? 5.1.0
WC Blocks Version: ? 4.4.3
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.0.2
Log Directory Writable: ?
WP Version: 5.7
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.38 (Debian)
PHP Version: 7.4.16
PHP Post Max Size: 64 MB
PHP Time Limit: 300
PHP Max Input Vars: 1000
cURL Version: 7.64.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.9-MariaDB-1:10.5.9+maria~focal
Max Upload Size: 64 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ? Your server does not have the SoapClient class enabled - some gateway plugins which use SOAP may not work as expected.
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.1.0
WC Database Prefix: wp_
Total Database Size: 40.88MB
Database Data Size: 36.65MB
Database Index Size: 4.23MB
wp_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.17MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.25MB + Index: 0.14MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_aelia_exchange_rates_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_amelia_appointments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_amelia_coupons: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_amelia_customer_bookings_to_events_periods: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_customer_bookings_to_extras: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
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wp_amelia_locations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_amelia_locations_views: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_notifications: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
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wp_amelia_notifications_sms_history: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_amelia_packages_customers_to_services: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_amelia_packages_services_to_locations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_packages_services_to_providers: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_packages_to_customers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_amelia_payments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_amelia_providers_to_daysoff: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_amelia_providers_to_google_calendar: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_providers_to_locations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_providers_to_outlook_calendar: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_amelia_providers_to_services: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_amelia_providers_to_timeouts: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_providers_to_weekdays: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_providers_views: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_services: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_amelia_services_views: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_amelia_users: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_cerber_files: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
wp_cerber_sets: Data: 1.50MB + Index: 0.00MB + Engine InnoDB
wp_cerber_uss: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.09MB + Index: 0.09MB + Engine InnoDB
wp_frmt_form_entry: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_frmt_form_entry_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_frmt_form_views: Data: 0.11MB + Index: 0.20MB + Engine InnoDB
wp_ifso_daily_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_ifso_local_user: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_maxbuttonsv3: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_maxbuttons_collections: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_maxbuttons_collections_trans: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 4.33MB + Index: 0.13MB + Engine InnoDB
wp_postmeta: Data: 9.50MB + Index: 0.89MB + Engine InnoDB
wp_posts: Data: 9.11MB + Index: 0.31MB + Engine InnoDB
wp_shortpixel_folders: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_shortpixel_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_usermeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wcpdf_invoice_number: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
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wp_wc_webhooks: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wf301_404_logs: Data: 0.22MB + Index: 0.02MB + Engine MyISAM
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wp_wpml_mails: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
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### Post Type Counts ###

attachment: 45
awesome_checkout: 3
cpt_feature_requests: 1
custom_css: 2
customize_changeset: 7
elementor_library: 2
forminator_forms: 6
ifso_triggers: 4
nav_menu_item: 12
page: 39
post: 2
postman_sent_mail: 220
product: 9
revision: 1231
seedprod: 1
shop_order: 106
shop_order_refund: 41
wcp_ruleset: 9
wp_block: 2
wpforms: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (37) ###

Query Monitor: by John Blackbourn – 3.6.7
301 Redirects Pro: by WebFactory Ltd – 5.65
All-in-One WP Migration: by ServMask – 7.39
Amelia: by TMS – 3.1.2
Conditional Payments for WooCommerce: by Lauri Karisola / WooElements.com – 2.2.2
Woocommerce one page checkout and layouts: by BluePlugins – 2.7
Custom Status for WooOrders: by Dragos-Cristian Vasilescu – 1.0
Customizer Export/Import: by The Beaver Builder Team – 0.9.2
Forminator: by WPMU DEV – 1.14.9
Google Analytics Germanized: by Pascal Bajorat – 1.6.0
Hummingbird: by WPMU DEV – 2.7.2
If-So: by If So Plugin – 1.5.3.2
LoginPress - Customizing the WordPress Login: by WPBrigade – 1.5.1
MaxButtons: by Max Foundry – 8.5
Page scroll to id: by malihu – 1.7.3
Post SMTP Extension For Amazon SES: by Yehuda Hassine – 1.0.0
Post SMTP: by Yehuda Hassine – 2.0.22
Post/Page specific custom CSS: by ?ukasz Nowicki – 0.2.1
ShortPixel Image Optimizer: by ShortPixel – 4.21.2
String Locator: by Clorith – 2.4.2
SumUp Payment Gateway For WooCommerce: by SumUp – 1.0.0
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.50

Aelia Foundation Classes for WooCommerce: by Aelia – 2.1.5.210311
Widget Options: by Widget Options Team – 3.7.7
Checkout Field Editor for WooCommerce: by ThemeHigh – 1.4.6
WooCommerce Email Test: by RaiserWeb – 1.2.2
WooCommerce EU VAT Assistant: by Aelia – 2.0.14.210317
WooCommerce Stripe Gateway: by WooCommerce – 5.0.0
WooCommerce Multi Currency Premium: by VillaTheme – 2.1.11
WooCommerce: by Automattic – 5.1.0
Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.7.7
WP Cerber Security, Anti-spam & Malware Scan: by Cerber Tech Inc. – 8.8.3
WP Crontrol: by John Blackbourn & crontributors – 1.10.0
WP Htaccess Editor: by WebFactory Ltd – 1.70
WP Maintenance Mode: by Designmodo – 2.3.0
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.1.8

WooCommerce PDF Invoices, Packing Slips, Delivery Notes & Shipping Labels (Pro): by WebToffee – 4.1.7

### Inactive Plugins (2) ###

WP Mail Logging: by MailPoet – 1.9.7
WP Mail SMTP: by WPForms – 2.6.0

### Dropin Plugins (1) ###

db.php: Query Monitor Database Class

### Must Use Plugins (1) ###

aaa-wp-cerber.php: by Cerber Tech Inc. – 1.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: ? Page not set
Cart: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.
Checkout: #665 - /account/checkout/
My account: ? Page not set
Terms and conditions: #2274 - /legal/

### Theme ###

Name: Versatile Business Pro Child
Version: 1.0
Author URL: 
Child Theme: ?
Parent Theme Name: Versatile Business Pro
Parent Theme Version: 1.2.8
Parent Theme Author URL: 
WooCommerce Support: ?

### Templates ###

Overrides: versatile-business-pro-child/woocommerce/checkout/thankyou.php
versatile-business-pro-child/woocommerce/emails/admin-new-order.php
versatile-business-pro-child/woocommerce/emails/customer-completed-order.php
versatile-business-pro-child/woocommerce/emails/customer-invoice.php
versatile-business-pro-child/woocommerce/emails/customer-on-hold-order.php
versatile-business-pro-child/woocommerce/emails/customer-processing-order.php
versatile-business-pro-child/woocommerce/emails/customer-refunded-order.php
versatile-business-pro-child/woocommerce/emails/email-order-details.php
versatile-business-pro-child/woocommerce/emails/email-order-items.php
versatile-business-pro-child/woocommerce/emails/email-styles.php
versatile-business-pro-child/woocommerce/order/order-details-customer.php
versatile-business-pro-child/woocommerce/order/order-details-item.php
versatile-business-pro-child/woocommerce/order/order-details.php

### Action Scheduler ###

Complete: 241
Oldest: 2021-02-26 19:15:50 +0000
Newest: 2021-03-29 15:20:39 +0000

### Status report information ###

Generated at: 2021-03-29 16:28:51 +01:00

‘

• This reply was modified 3 years, 8 months ago by dragoscristian.

Hi @dragoscristian,

You mentioned a couple times that you are “authorizing” or “failing” the purchase. Can you tell us how you’re doing that exactly?

Also, please enable logging at WooCommerce > Settings > Payments > Stripe, then perform a test transaction. After that, check the logs at WooCommerce > Status > Logs and look for the file that begins with woocommerce-gateway-stripe... with the current date. Scroll to the bottom, copy any errors you see there, and paste them in your response.

• This reply was modified 3 years, 8 months ago by tijosh. Reason: edit for clarity

Hi @tijosh

You mentioned a couple times that you are “authorizing” or “failing” the purchase. Can you tell us how you’re doing that exactly?

I am still in the sandbox version of stripe. Every time I pay with any payment method other than CC, I have the chance to fail or to authorize the payment.

I did what you said, but there is no error in the log…

THe only indication of what is happening is if I look in the order details:

Stripe charge complete (Charge ID: py_1IbqHSILVdbgUpzkZgSghu4R)
April 2, 2021 at 5:58 pm Delete note

Order status changed from Processing to Completed.
April 2, 2021 at 5:58 pm Delete note

Order status changed from On hold to Processing.
April 2, 2021 at 5:58 pm Delete note

Stripe charge awaiting payment: py_1IbqHSILVdbgUpzkZgSghu4R. Order status changed from Failed to On hold.
April 2, 2021 at 5:55 pm Delete note

Stripe payment failed: Unable to process this payment, please try again or use alternative method. Order status changed from Pending payment to Failed.
April 2, 2021 at 5:55 pm Delete note

And a “normal” order through SOFORT that is not failed first:

Stripe charge complete (Charge ID: py_1IbqTnILVdbgUpzkcn2Ha225)
April 2, 2021 at 6:11 pm Delete note

Order status changed from Processing to Completed.
April 2, 2021 at 6:11 pm Delete note

Order status changed from On hold to Processing.
April 2, 2021 at 6:11 pm Delete note

Stripe charge awaiting payment: py_1IbqTnILVdbgUpzkcn2Ha225. Order status changed from Pending payment to On hold.
April 2, 2021 at 6:08 pm Delete note

In both cases, the client gets first an “unpaid” invoice due to the on hold status. Like I mentioned earlier, maybe this whole issue could be prevented if woocommerce would send the on-hold emails about 5 minutes later (well check if it’s even on hold anymore and send it if it still is).

Best,
Christian

• This reply was modified 3 years, 7 months ago by dragoscristian.

Thanks.

However the notes that you pasted do not highlight the cause of the issue. Can you please go to the Stripe settings and check the option corresponding to the logging system so that next time the log saves the data we’ll need to troubleshoot this issue. Please go to **WP Admin → WooCommerce → Settings → Payments → Stripe** to enable this option.

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.