Some orders stuck on Pending Payment

Hi,

I’m sorry to hear that you’re having issues with WooCommerce and Stripe. Troubleshooting is not always easy, but here are some steps I suggest you take:

1. Check Stripe & WooCommerce Logs: The first thing I recommend doing is checking both your Stripe logs and WooCommerce logs. Stripe’s logs system will report any errors it encounters. You’ll want to look at the WooCommerce > Status > Logs section. If the Stripe Gateway is set up to log, there should be a stripe-[year-month-day]-[unique-id].log. If present, it might show more information about the issue.

2. Webhooks: Webhooks are essential for reporting transactions back into WooCommerce to validate appropriate actions. If webhooks haven’t been correctly set up in Stripe or they can’t communicate with your server due to a firewall, security plugin, or server configuration, and that could affect your site. More info: https://woocommerce.com/document/stripe/#webhooks

3. Check for Conflicting Plugins: Sometimes, other plugins may conflict with WooCommerce or Stripe and cause issues. You can run a conflict test to help you find the cause of the issue.

4. Update the plugins: Make sure your WooCommerce plugin, Stripe plugin, and WordPress core are all updated to the latest versions.

If the above does not help, please share your System Status Report, found under WooCommerce > Status, on your site.

Cheers!

Hi Igor,

Thank you for getting back to me. And thank you for directing me to the error logs. I do have the Stripe Gateway logs enabled. I cannot seem to copy and paste the log from the day that I last had an issue, but it is saying that it “Could not find order via charge ID” message followed by a log entry that the Stripe Payment Intent succeeded for the order. The order is still stuck in pending though. Oh, weird. For the order that was stuck before that, it is saying the same things, but the order of the entries are reversed with it saying that the payment intent succeeded followed by a message that the system could not find teh order via the charge ID. Hmm. Does that help with the diagnosis?

The webhook seems to be fine; on the Stripe Gateway settings page it is “Enabled” with a green check mark next to it. Stripe also confirmed that the webhook is engaged correctly.

I have done testing for conflicting plugins, but those have been inconclusive, mainly because the issue is not consistent. I cannot find a pattern for when the issue will happen, and it does not happen every time. I can get orders to go through fine in testing environments and can have a run of orders that go through fine for a while and then have a single order not go through after some time.

And the plugins are up to date.

One of the diagnosing plugins I have been using has suggested that the WooCommerce Stripe Gateway plugin has not been fully tested with the most current version of WordPress; I’m not sure if that is true.

And here is the system status report:

WordPress Environment

WordPress address (URL): https://www.ellenbass.com
Site address (URL): https://www.ellenbass.com
WC Version: 7.8.1
REST API Version: ? 7.8.1
WC Blocks Version: ? 10.2.4
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: –
WP Memory Limit: 512 MB
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WP Cron: ?
Language: en_US
External object cache: –

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PHP Post Max Size: 516 MB
PHP Time Limit: 0
PHP Max Input Vars: 1000
cURL Version: 8.1.2
OpenSSL/1.1.1u

SUHOSIN Installed: –
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SoapClient: ?
DOMDocument: ?
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Remote Post: ?
Remote Get: ?

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WC Database Prefix: wp_
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shop_order: 5782
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Security

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

Active Plugins (27)

Fusion iPad Fixed Mode: by ThemeFusion – 1.0.0
Akismet Anti-Spam: Spam Protection: by Automattic - Anti Spam Team – 5.2
Better Plugin Compatibility Control: by Oliver Schl?be – 6.0.0
Child Theme Configurator: by Lilaea Media – 2.6.2
Contact Form 7: by Takayuki Miyoshi – 5.7.7
Flexible Checkout Fields: by WP Desk – 3.5.10
Flexible Product Fields: by WP Desk – 2.3.8
Avada Builder: by ThemeFusion – 3.11.1
Avada Core: by ThemeFusion – 5.11.1
LearnDash LMS - Course Grid: by LearnDash – 2.0.6
LearnDash Licensing & Management: by LearnDash – 1.1.1
LearnDash LMS - Notifications: by LearnDash – 1.5.3
LearnDash LMS - WooCommerce Integration: by LearnDash – 1.9.4.1
Limit Login Attempts Reloaded: by Limit Login Attempts Reloaded – 2.25.20
Mailchimp for WooCommerce: by Mailchimp – 2.8.3
Ninja Forms: by Saturday Drive – 3.6.25
Slider Revolution: by ThemePunch – 6.6.14
LearnDash LMS: by LearnDash – 4.3.1.1
Advanced Editor Tools: by Automattic – 5.9.0
Uncanny Toolkit for LearnDash: by Uncanny Owl – 3.6.4.4
Advanced Order Export For WooCommerce: by AlgolPlus – 3.4.0
WooCommerce Stripe Gateway: by WooCommerce – 7.4.1
WooCommerce PayPal Payments: by WooCommerce – 2.1.0
WooCommerce Redirect Thank You: by Shop Plugins – 2.0.6
WooCommerce: by Automattic – 7.8.1
Yoast SEO: by Team Yoast – 20.10
WP Mail SMTP: by WP Mail SMTP – 3.8.0

Inactive Plugins (4)

Compact Audio Player: by Tips and Tricks HQ – 1.9.9
Google Analytics Dashboard for WP (GADWP): by ExactMetrics – 7.16
Theme Check: by Theme Review Team – 20230417
WooCommerce to Zoom: by Martin Gibson – 2.33

Must Use Plugins (2)

LearnDash LMS Multisite: by LearnDash – 1.0.0
SSO: by Garth Mortensen
Mike Hansen – 0.4

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)
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: –
Enforce Approved Product Download Directories: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

WC Pages

Shop base: #5281 - /shop/
Cart: #5282 - /cart/
Checkout: #5283 - /checkout/
My account: #5284 - /my-account/
Terms and conditions: ? Page not set

Theme

Name: Avada
Version: 7.11.1
Author URL: https://themeforest.net/user/ThemeFusion
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: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

WooCommerce PayPal Payments

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Shop country code: US
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: ?
Vault enabled: ?
Logging enabled: ?
Reference Transactions: –
Used PayPal Checkout plugin: ?
Tracking enabled: –

Admin

Enabled Features: activity-panels
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Disabled Features: core-profiler
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Daily Cron: ? Next scheduled: 2023-07-01 17:17:51 -07:00
Options: ?
Notes: 170
Onboarding: completed

Action Scheduler

Complete: 112
Oldest: 2023-05-30 19:31:53 -0700
Newest: 2023-06-30 15:17:01 -0700

Failed: 16
Oldest: 2022-11-10 17:51:16 -0800
Newest: 2023-06-23 15:35:29 -0700

Pending: 1
Oldest: 2023-07-01 05:51:03 -0700
Newest: 2023-07-01 05:51:03 -0700

Status report information

Generated at: 2023-06-30 15:57:08 -07:00
`

I did recently turn off the child theme to begin testing if it is an issue.

Thoughts?

Hello,

Thanks for providing more information.

It sounds like something is causing a conflict. Thanks for trying a conflict test.

It would be great if you please share the error log found under WooCommerce > System Status > Logs. You can redact the sensitive information from the Stripe logs such as names, emails, addresses, etc.

We’ll be glad to take a closer look to help.

It looks like the WooCommerce Stripe plugin is spitting out an error message each day. Something is not letting me copy and paste the logs here. Any recommendations on how to do that?

Here’s the one from today:

2023-07-03T01:13:00+00:00 DEBUG

====Stripe Version: 7.4.1====

====Start Log====

account

====End Log====

2023-07-03T03:18:57+00:00 DEBUG

====Stripe Version: 7.4.1====

====Start Log====

account

====End Log====

2023-07-03T11:27:35+00:00 DEBUG

====Stripe Version: 7.4.1====

====Start Log====

account

====End Log====

2023-07-03T13:53:37+00:00 DEBUG

====Stripe Version: 7:4.1====

====Start Log=====

account

====End Log====

2023-07-03T15:55:15+00:00 DEBUG

====Stripe Version: 7.4.1====

====Start Log====

account

====End Log====

2023-07-03T17:56:56+00:00 DEBUG

====Stripe Version: 7.4.1====

====Start Log====

account

====End Log====

That’s all typed in for today’s log. The log for a day when there was an order error is incredibly long. If you have any tips on how to copy and paste it in rather than typing it all out, I would be grateful.

Hi,

The log for a day when there was an order error is incredibly long. If you have any tips on how to copy and paste it in rather than typing it all out, I would be grateful.

I understand your point, one alternative is to upload that error log on https://pastebin.com/ that will generate a link, and you can provide the link in your next response, allow the content for a few days while we look into the issue, and then you can delete the content.

I am asking for that information because it typically contains error codes, and having the error code might help you to investigate the issue.

Looking forward to hearing from you.

Thanks, Igor. Here’s the link to the error: https://pastebin.com/AapQ6RpA

Hi,

Thanks for sending the error log.

I was unable to find an error code in the logs, for better assistance, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page. Please include a link to this forum thread.

We will be able to help you further there.

Was there a resolution to this? I’m having the same issue. If there is a conflict, perhaps we could compare plugins to see what overlaps? Might help narrow it down.

Hi @slakespirits

Was there a resolution to this? I’m having the same issue. If there is a conflict, perhaps we could compare plugins to see what overlaps? Might help narrow it down.

From what I understand, you’re experiencing a problem similar to the one discussed above. Have you tried the solution that was suggested for this issue? The steps might differ based on the specifics of your problem, but they should give you a good starting point to figure things out.

If the problem persists, we kindly ask you to ?? start your own topic in our support forum. This is in line with ?? forum best practices and will help us address your issue separately. Creating a new topic allows us to focus on your specific situation, and it also makes it easier for other users with similar issues to find and benefit from the discussion.

Thanks!