problem with payment by Stripe

Hi there @dbayon24,

It is possible that something went wrong on your site around the time the orders placed.

Can you send us screenshots of the Order notes section of order that failed? You will find the Order notes section on right side of orders page, see screenshot below for reference:

Full Size: https://d.pr/i/iXJVV0

And any logs from Stripe around the time of the failed orders under: WP Admin → WooCommerce → Status → Logs

Thanks!

Hello,

On seven of the failed orders, this message is displayed

Order status changed from Pending payment to Failed.

November 11, 2021 at 6:56 am Delete note

The card was declined.

November 11, 2021 at 6:56 am Delete note

### WordPress Environment ###

WordPress address (URL): https://heelthatpain.com
Site address (URL): https://heelthatpain.com
WC Version: 3.9.3
REST API Version: ? 1.0.7
Log Directory Writable: ?
WP Version: ? 5.8.1 – There is a newer version of WordPress available (5.8.2)
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.24
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 5.7.35-38-log
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 3.9.3
WC Database Prefix: wp_
Total Database Size: 2648.59MB
Database Data Size: 1427.18MB
Database Index Size: 1221.41MB
wp_woocommerce_sessions: Data: 1.02MB + 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: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 23.56MB + Index: 12.55MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 150.70MB + Index: 127.33MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.50MB + Index: 0.56MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 1.52MB + Index: 2.09MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 1.52MB + Index: 0.34MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 2.52MB + Index: 3.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_admin_columns: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 4.42MB + Index: 0.44MB + Engine InnoDB
wp_comments: Data: 364.92MB + Index: 259.63MB + Engine InnoDB
wp_et_social_stats: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 4.47MB + Index: 1.98MB + Engine InnoDB
wp_pmxe_exports: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_popupallypro_stats_log: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_postmeta: Data: 582.00MB + Index: 613.00MB + Engine InnoDB
wp_posts: Data: 70.41MB + Index: 37.08MB + Engine InnoDB
wp_redirection_404: Data: 108.63MB + Index: 93.58MB + Engine InnoDB
wp_redirection_groups: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_redirection_items: Data: 0.17MB + Index: 0.19MB + Engine InnoDB
wp_redirection_logs: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_rg_form: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rg_form_meta: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_rg_form_view: Data: 0.30MB + Index: 0.25MB + Engine InnoDB
wp_rg_incomplete_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_rg_lead: Data: 2.52MB + Index: 0.39MB + Engine InnoDB
wp_rg_lead_detail: Data: 26.56MB + Index: 10.13MB + Engine InnoDB
wp_rg_lead_detail_long: Data: 0.17MB + Index: 0.00MB + Engine InnoDB
wp_rg_lead_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_rg_lead_notes: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_shortpixel_folders: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_shortpixel_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.11MB + Index: 0.06MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 49.58MB + Index: 42.09MB + Engine InnoDB
wp_users: Data: 2.52MB + Index: 2.52MB + Engine InnoDB
wp_wcs_payment_retries: Data: 1.52MB + Index: 0.20MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.16MB + Index: 0.30MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_bundled_itemmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_bundled_items: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gpf_google_taxonomy: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_wpfm_backup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wppusher_packages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 19.55MB + Index: 8.36MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.22MB + Index: 0.33MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.27MB + Index: 0.09MB + Engine InnoDB
wp_yoast_seo_meta: Data: 2.48MB + Index: 0.00MB + Engine InnoDB
_subscriptions: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
__tmp_receipts: Data: 2.52MB + Index: 4.03MB + Engine InnoDB

### Post Type Counts ###

acf: 3
acf-field: 7
acf-field-group: 4
algolia_log: 1
algolia_task: 927
attachment: 1336
custom_css: 1
et_footer_layout: 1
et_pb_layout: 57
et_template: 1
nav_menu_item: 53
oembed_cache: 58
page: 170
post: 125
product: 108
product_variation: 1165
revision: 2
scheduled-action: 1833
shop_coupon: 140
shop_order: 171045
shop_order_refund: 8438
shop_subscription: 5300
wc_zapier_feed: 1

### Security ###

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

### Active Plugins (43) ###

Gravity Forms: by rocketgenius – 2.0.4
AddToAny Share Buttons: by AddToAny – 1.7.35
Advanced Custom Fields: by Elliot Condon – 5.7.12
Akismet Anti-Spam: by Automattic – 4.2.1
Analytics for WordPress — by Segment.io: by Segment.io – 1.0.14
PublishPress Capabilities: by PublishPress – 2.2
CheckoutWC: by Objectiv – 6.0.4
Cloudflare: by Cloudflare
Inc. – 4.6.0

Admin Columns: by AdminColumns.com – 4.4.1
GDPR Cookie Consent: by WebToffee – 2.0.6
Facebook for WooCommerce: by Facebook – 1.9.7 – Not tested with the active version of WooCommerce
Health Check & Troubleshooting: by The www.remarpro.com community – 1.4.5
WP Hide Plugin Updates and Warnings: by Midland Web Company – 1.0
Klaviyo: by Klaviyo
Inc. – 2.5.2

NitroPack: by NitroPack LLC – 1.5.7
Really Simple SSL: by Really Simple Plugins – 5.1.2
Redirection: by John Godley – 4.2.1
ReferralCandy for WooCommerce: by ReferralCandy – 2.3.3 – Not tested with the active version of WooCommerce
Search by Algolia – Instant & Relevant results: by Algolia – 2.11.3
ShortPixel Image Optimizer: by ShortPixel – 4.22.6
TaxJar – Sales Tax Automation for WooCommerce: by TaxJar – 3.2.5
Toolbox for WooCommerce Subscriptions: by Shop Plugins – 1.4.22
User Switching: by John Blackbourn & contributors – 1.5.1
WooCommerce Blocks: by Automattic – 6.1.0
Premmerce SEO for WooCommerce: by premmerce – 2.1.4
WooCommerce Additional Shipping Extension: by 3 Sided Coin – 1.0.0 – Not tested with the active version of WooCommerce
WooCommerce Extended Coupon Features FREE: by Soft79 – 3.0.5 – Not tested with the active version of WooCommerce
WooCommerce Breadcrumbs: by Anthony Hortin – 1.0.5 – Not tested with the active version of WooCommerce
WooCommerce Stripe Gateway: by WooCommerce – 4.1.15 – Not tested with the active version of WooCommerce
WooCommerce Multiple Free Gift PRO: by Ankit Pokhrel – 1.0.4 – Not tested with the active version of WooCommerce
WooCommerce One Page Checkout: by Prospress Inc. – 1.6.0 – Not tested with the active version of WooCommerce
WooCommerce Product Bundles: by SomewhereWarm – 5.9.0 – Not tested with the active version of WooCommerce
WooCommerce Product SKU Generator: by SkyVerge – 2.3.4 – Not tested with the active version of WooCommerce
WooCommerce Shipment Tracking: by WooCommerce – 1.6.3 – Not tested with the active version of WooCommerce
WooCommerce – ShipStation Integration: by WooCommerce – 4.1.46 – 4.1.48 is available
WooCommerce Subscriptions: by Prospress Inc. – 2.4.7 – Not tested with the active version of WooCommerce
WooCommerce URL Coupons: by SkyVerge – 2.7.3 – Not tested with the active version of WooCommerce
WooCommerce: by Automattic – 3.9.3
Yoast SEO: by Team Yoast – 14.1
WP Crontrol: by John Blackbourn & crontributors – 1.10.0
WP File Manager: by mndpsingh287 – 7.1.2
WP Google Analytics Events: by Yuval Oren – 2.5.3
WP Pusher: by WP Pusher – 2.4.10

### Inactive Plugins (5) ###

Coming Soon Page, Maintenance Mode & Landing Pages by SeedProd: by SeedProd – 6.6.0
Elegant Themes Updater: by Elegant Themes – 1.1
Extendons Rich Snippets: by Extendons – 1.0.2
WP Revisions Control: by Erick Hitter – 1.3
WP Rocket: by WP Media – 3.8.8

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached Redux

### Must Use Plugins (7) ###

Force Strong Passwords – WPE Edition: by Jason Cosper – 1.8.0
Health Check Troubleshooting Mode: by – 1.7.2
WPE ElasticPress Autosuggest Logger: by WP Engine – 1.0.0
WP Engine Cache Plugin: by WP Engine – 1.0.5
WP Engine Seamless Login Plugin: by WP Engine – 1.5.5
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: bundle (bundle)
external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

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: #646 – /treatments/
Cart: #5 – /cart/
Checkout: #6 – /checkout/
My account: #7 – /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Heel That Pain
Version: 2.0.0
Author URL:
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.9.4
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: HeelThatPain.com-theme/woocommerce/cart/cart-empty.php version 3.1.0 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/cart/cart-item-data.php
HeelThatPain.com-theme/woocommerce/cart/cart-shipping.php version 3.2.0 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/cart/cart-totals.php
HeelThatPain.com-theme/woocommerce/cart/cart.php version 3.4.0 is out of date. The core version is 3.8.0
HeelThatPain.com-theme/woocommerce/cart/cross-sells.php
HeelThatPain.com-theme/woocommerce/cart/mini-cart.php version 3.3.0 is out of date. The core version is 3.7.0
HeelThatPain.com-theme/woocommerce/cart/proceed-to-checkout-button.php
HeelThatPain.com-theme/woocommerce/cart/shipping-calculator.php version 3.4.0 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/checkout/cart-errors.php version 2.4.0 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/checkout/form-billing.php version 3.0.9 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/checkout/form-checkout.php version 2.3.0 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/checkout/form-coupon.php
HeelThatPain.com-theme/woocommerce/checkout/form-login.php version 3.4.0 is out of date. The core version is 3.8.0
HeelThatPain.com-theme/woocommerce/checkout/form-pay.php
HeelThatPain.com-theme/woocommerce/checkout/form-shipping.php version 3.0.9 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/checkout/order-receipt.php
HeelThatPain.com-theme/woocommerce/checkout/payment-method.php version 2.3.0 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/checkout/payment.php version 3.4.0 is out of date. The core version is 3.5.3
HeelThatPain.com-theme/woocommerce/checkout/review-order.php version 3.3.0 is out of date. The core version is 3.8.0
HeelThatPain.com-theme/woocommerce/checkout/terms.php
HeelThatPain.com-theme/woocommerce/checkout/thankyou.php version 3.2.0 is out of date. The core version is 3.7.0
HeelThatPain.com-theme/woocommerce/content-single-product.php version 3.4.0 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/external.php
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/grouped.php
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/simple.php
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/variable.php version 3.4.1 is out of date. The core version is 3.5.5
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
HeelThatPain.com-theme/woocommerce/single-product/add-to-cart/variation.php
HeelThatPain.com-theme/woocommerce/single-product/meta.php
HeelThatPain.com-theme/woocommerce/single-product/photoswipe.php
HeelThatPain.com-theme/woocommerce/single-product/price.php
HeelThatPain.com-theme/woocommerce/single-product/product-attributes.php version 3.1.0 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/single-product/product-image.php version 3.3.2 is out of date. The core version is 3.5.1
HeelThatPain.com-theme/woocommerce/single-product/product-thumbnails.php
HeelThatPain.com-theme/woocommerce/single-product/rating.php version 3.1.0 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/single-product/related.php version 3.0.0 is out of date. The core version is 3.9.0
HeelThatPain.com-theme/woocommerce/single-product/review-meta.php
HeelThatPain.com-theme/woocommerce/single-product/review-rating.php version 3.1.0 is out of date. The core version is 3.6.0
HeelThatPain.com-theme/woocommerce/single-product/review.php
HeelThatPain.com-theme/woocommerce/single-product/sale-flash.php
HeelThatPain.com-theme/woocommerce/single-product/share.php version 1.6.4 is out of date. The core version is 3.5.0
HeelThatPain.com-theme/woocommerce/single-product/short-description.php
HeelThatPain.com-theme/woocommerce/single-product/stock.php
HeelThatPain.com-theme/woocommerce/single-product/tabs/additional-information.php
HeelThatPain.com-theme/woocommerce/single-product/tabs/description.php
HeelThatPain.com-theme/woocommerce/single-product/tabs/tabs.php version 2.4.0 is out of date. The core version is 3.8.0
HeelThatPain.com-theme/woocommerce/single-product/title.php
HeelThatPain.com-theme/woocommerce/single-product/up-sells.php
HeelThatPain.com-theme/woocommerce/single-product.php

Outdated Templates: ?

Learn how to update

### Subscriptions ###

WCS_DEBUG: ? No
Subscriptions Mode: ? Live
Subscriptions Live URL: https://heelthatpain.com
Subscription Statuses: wc-active: 954
wc-pending-cancel: 49
wc-on-hold: 1329
wc-cancelled: 2968

WooCommerce Account Connected: ? Yes
Active Product Key: ? No
Custom Retry Rules: ? No
Custom Retry Rule Class: ? No
Custom Raw Retry Rule: ? No
Custom Retry Rule: ? No
Retries Migration Status: ? Completed
Report Cache Enabled: ? Yes
Cache Update Failures: ? 0 failure

### Store Setup ###

Country / State: United States (US) — California

### Subscriptions by Payment Gateway ###

other: wc-cancelled: 2
PayPal: wc-active: 253
wc-cancelled: 838
wc-on-hold: 221
wc-pending-cancel: 21

Stripe: wc-active: 701
wc-cancelled: 2128
wc-on-hold: 1108
wc-pending-cancel: 28

### Payment Gateway Support ###

Stripe: products
refunds
tokenization
add_payment_method
subscriptions
subscription_cancellation
subscription_suspension
subscription_reactivation
subscription_amount_changes
subscription_date_changes
subscription_payment_method_change
subscription_payment_method_change_customer
subscription_payment_method_change_admin
multiple_subscriptions
pre-orders

PayPal: products
refunds

PayPal Reference Transactions Enabled: ? Yes

### Product Bundles ###

Database Version: 5.9.0
Template Overrides: –

### Action Scheduler ###

Complete: 740
Oldest: 2021-10-15 05:43:43 -0700
Newest: 2021-11-14 21:42:47 -0800

Pending: 1,007
Oldest: 2021-11-15 07:12:42 -0800
Newest: 2024-08-03 05:02:02 -0700

Canceled: 42
Oldest: 2021-10-24 13:00:39 -0700
Newest: 2022-03-14 11:00:00 -0700

In-progress: 0
Oldest: –
Newest: –

Failed: 44
Oldest: 2016-10-21 11:39:27 -0700
Newest: 2016-10-21 11:39:27 -0700

`

Hey again!

The message you sent in indicates that the cards were declined. The card was declined.

This usually means that the issuing bank rejects the charge, for any number of reasons.

This doesn’t indicate that there’s a problem with the plugin/site at this time.