Site Migration Resulted in Lost Payment Info

Hello @jdurdach,

Let’s first take a look at your System Status. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

Thanks!

@rainfallnixfig

### WordPress Environment ###

WordPress address (URL): https://blackandbrasscoffee.com
Site address (URL): https://blackandbrasscoffee.com
WC Version: 5.7.1
REST API Version: ? 5.7.1
WC Blocks Version: ? 5.7.2
Action Scheduler Version: ? 3.2.1
WC Admin Version: ? 2.6.5
Log Directory Writable: ?
WP Version: 5.8.1
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.30
PHP Post Max Size: 516 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.78.0
OpenSSL/1.1.1l

SUHOSIN Installed: –
MySQL Version: 5.6.41-84.1
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.7.1
WC Database Prefix: wp_
Total Database Size: 119.64MB
Database Data Size: 62.67MB
Database Index Size: 56.97MB
wp_woocommerce_sessions: Data: 0.41MB + 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: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.20MB + Index: 0.25MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + 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: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 1.52MB + Index: 1.52MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 1.52MB + Index: 0.81MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 4.52MB + Index: 5.98MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_litespeed_url: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_litespeed_url_file: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 3.33MB + Index: 0.28MB + Engine InnoDB
wp_postmeta: Data: 33.56MB + Index: 41.14MB + Engine InnoDB
wp_posts: Data: 10.52MB + Index: 1.02MB + 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_smush_dir_images: 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: 0.13MB + Index: 0.11MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 1.52MB + Index: 3.03MB + Engine InnoDB
wp_users: Data: 0.11MB + Index: 0.08MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.17MB + Index: 0.14MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.41MB + Index: 0.38MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.11MB + Index: 0.16MB + 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_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfconfig: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilemods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfhits: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfknownfilelist: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflogins: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfstatus: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_action_history: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_cron: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_ftp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_mapping_template: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 1.52MB + Index: 0.56MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.09MB + Index: 0.16MB + 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: 0.08MB + Index: 0.03MB + Engine InnoDB

### Post Type Counts ###

attachment: 166
custom_css: 1
customize_changeset: 8
et_body_layout: 13
et_header_layout: 2
et_pb_layout: 12
et_template: 24
et_theme_builder: 3
nav_menu_item: 14
page: 19
post: 10
product: 153
product_variation: 603
revision: 475
shop_coupon: 7
shop_order: 3534
shop_order_refund: 35
shop_subscription: 267

### Security ###

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

### Active Plugins (17) ###

All-in-One WP Migration Unlimited Extension: by ServMask – 2.42
All-in-One WP Migration: by ServMask – 7.48
Cookie Notice & Compliance for GDPR / CCPA: by Hu-manity.co – 2.1.4
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.1.0
Jetpack: by Automattic – 10.1
LiteSpeed Cache: by LiteSpeed Technologies – 4.4.2
Mailchimp for WooCommerce: by Mailchimp – 2.5.3
Really Simple SSL: by Really Simple Plugins – 5.1.1
WooCommerce Stripe Gateway: by WooCommerce – 5.5.0
WooCommerce Shipping & Tax: by WooCommerce – 1.25.18
WooCommerce Subscriptions: by WooCommerce – 3.1.4
WooCommerce: by Automattic – 5.7.1
WooSidebars: by WooCommerce – 1.4.5
Wordfence Security: by Wordfence – 7.5.5
WordPress Importer: by wordpressdotorg – 0.7
Yoast SEO: by Team Yoast – 17.2.1
Smush: by WPMU DEV – 3.9.0

### Inactive Plugins (2) ###

Better Search Replace: by Delicious Brains – 1.3.4
Site Kit by Google: by Google – 1.42.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
pw gift card (pw-gift-card)
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: #100 - /shop/
Cart: #137 - /cart/
Checkout: #138 - /checkout/
My account: #139 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Divi
Version: 4.10.8
Author URL: https://www.elegantthemes.com
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: –

### Subscriptions ###

WCS_DEBUG: ? No
Subscriptions Mode: ? Live
Subscriptions Live URL: https://blackandbrasscoffee.com
Subscription Statuses: trash: 194
wc-active: 60
wc-pending-cancel: 1
wc-on-hold: 11
wc-cancelled: 1

WooCommerce Account Connected: ? No
Report Cache Enabled: ? Yes
Cache Update Failures: ? 0 failure

### Store Setup ###

Country / State: United States (US) — Pennsylvania

### Subscriptions by Payment Gateway ###

other: trash: 1
Stripe: trash: 193
wc-active: 60
wc-cancelled: 1
wc-on-hold: 11
wc-pending-cancel: 1

### 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

### Action Scheduler ###

Complete: 5,091
Oldest: 2021-09-13 13:46:24 -0400
Newest: 2021-09-30 22:41:09 -0400

Failed: 4
Oldest: 2021-09-21 21:13:31 -0400
Newest: 2021-09-21 21:15:33 -0400

Pending: 61
Oldest: 2021-10-01 09:35:55 -0400
Newest: 2021-10-22 20:42:53 -0400

### Status report information ###

Generated at: 2021-10-01 06:16:16 -04:00

@rainfallnixfig

So the issue appears to be that the subscriptions are no longer be automatically renewed now that the site was moved. I used WebToffee’s import/export suite to export users, orders, and subscriptions to the new site. The users migration has caused a different issue with user ids. The issue with subscriptions is that users payment information was not migrated. Every subscriber received an email requesting that they manually renew. Additionally, none of them were able to do so as they reported errors. Apparently there was something to do with the date and time settings. I’m not sure.

To be honest this issue has gotten somewhat out of control and I’m not too certain there is a good answer outside of cancelling all subs and then instructing subscribers to sign back up. That would definitely not be good however as it would probably result in a drop-off of business.

Please let me know if you have any insights on this. I’m really stuck on it.

I was able to find a table of Stripe payment tokens in wp_woocommerce_payment_tokens. Is this something that could be of use?

Hi @jdurdach,

You might be able to pull them from wp_woocommerce_payment_tokens and wp_woocommerce_payment_tokenmeta. They are tied to user_id numbers so if those changed during the import that would be troublesome.

Subscription migrations can be quite complicated. You could try using the Subscriptions Importer/Exporter Tool if you can still access the original site. It does have support for payment methods.

https://github.com/woocommerce/woocommerce-subscriptions-importer-exporter

Ultimately, it may be easier to get the customers to enter their payment information again. That should be more reliable too.

Hi there,

We haven’t heard from you in a while, I’m going to mark this as resolved. Feel free to start a new thread if you have any more questions.