Stripe payment order canceled

Hi there,

It’s a bit unclear if you are using one of the Additional Payment Methods that Stripe provides and that might make a difference. If this is in the context of one of those additional payment methods, the first thought I have is that there is a webhook problem and I would suggest you review your webhook settings. See: Webhooks

If not, then the most likely explanation is a fatal error during the payment process that is preventing the order from being marked as paid on WooCommerce even though the payment processed successfully. If that is the case I expect you could find evidence of that in the WooCommerce fatal error log. WooCommerce -> Status -> Logs and then in the dropdown selector, look for any logs where the name begins with fatal-errors, followed by a date/time, followed by random letters/numbers. That may be a good place to begin looking for clues.

Stripe also offers some debug logging functionality of its own and you can enable that to get more information about the request that is sent to Stripe and the response that comes back. Enabling logging can help you in the case of webhook problems as well. See *Log Debug Messages* under: https://docs.woocommerce.com/document/stripe/#setup-and-configuration

Kind regards

hello thanks for your reply.

To your question about which additional payment methods I am using, I send you the screen.

Then for the webhooks I only enabled those described in the guide you sent me, with the relative api keys checked if correct, and it’s ok.

For the stripe log, I checked today’s log of an unsuccessful payment, and based on the error code I found only "last_payment_error": null, but the payment was successful, in fact on the dasboard stripe payment is ok.

The problem does not do it with all payments, but only with some, in fact if I try to place an order it is always successful, but with some payments unfortunately not.

Thank you for your support

• This reply was modified 3 years, 4 months ago by db151.

I send you the screen.

That doesn’t seem to have made it, unfortunately.

I found only “last_payment_error”: null, but the payment was successful, in fact on the dasboard stripe payment is ok.

What that’s telling you is that nothing is wrong with Stripe then and this failure is not directly related to Stripe. My guess is that a fatal error is happening after the payment is processed but before the order can be transitioned to a paid status. This is typically caused by PHP timeouts which have their root cause in a slow email server when sending the transactional emails. This also makes sense in the context that the problem seems to be intermittent. I’d suggest examing the server PHP error logs for clues and looking for any error messages around the same time that these orders were placed.

hello thanks for your answer, unfortunately on the server I checked, but I have no error log, I had already done this verification, in my opinion the problem in the woocommerce ce log, but I am not able to find it, I have also evaluated the woocommerce logs, between the one where the transaction was successful, and the one where I had problems, examining them I could not find the problem.

Hey again!

To confirm: you checked with your host to see if there’s any PHP server error logs for your site?

This is usually not super accessible to end users in the WordPress side of things, and often requires your host to grab the logs for you.

that is, today I heard my server manager, they confirmed to me that there are no errors, unfortunately the problem continues to persist from time to time, no error with all payments, but only with some.
I also tried making payments in test mode, and all payments fine.

I also wanted to say that the problem alone with stripe, with paypal no problem

Hello @moddingrepair

Thanks for getting back to us about this matter. There is another place you can check for error logs related to the store itself. Can you check there for any error logs related to Stripe or Fatal Errors? You can learn more about these logs and where to find them in our documentation:

https://docs.woocommerce.com/document/finding-php-error-logs/

I hope this helps!

The same thing happened to me twice! Nothing in the stripe logs. No fatal errors in PHP logs. Nor on WordPress errors… How did you solve the problem? Thanks

Hey @nescadesign – we strongly recommend that you open a new thread for your issue. This helps keeps things separate, as different setups can influence issues like these. Thanks in advance!

I’m sorry but the problem has not been solved, so please ask not to close the support once completed, as the problem persists from time to time, indeed I catch the other if someone solves the problem can they write it? .
Unfortunately the problem persists from time to time, like 1 time out of 2 orders, I updated the ipn but nothing, or updated the public and private keys but nothing, fil log without any errors.
UNFORTUNATELY I’m forced to switch plugins for the moment

Hi @moddingrepair,

Thanks for getting back to us.

Sorry to hear the issue persists. We mark threads as resolved when we haven’t heard back from the thread starter in over a week. You can read more on the Guide to the WooCommerce Stripe forum.

Per Phillip’s message above, can you check if there are any error logs related to Stripe or any fatal errors?

Also, to get a better understanding of your setup, could you please share a copy of your site’s 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.

Cheers.

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• This reply was modified 3 years, 1 month ago by db151.

Hi @moddingrepair ??

Thanks for sharing that with us! I am not noticing anything odd in the System Status Report.

Since we have not been able to find the root cause of the problem, could you please create a ticket with our support team directly at: https://woocommerce.com/my-account/create-a-ticket/

Please add a link to this forum post in your ticket so that we can track what was mentioned and tested. We’ll then be able to take a more closer look into this ??