There was an error processing the payment – New checkout

Hi @dzzstudio,

Can you let us know if you’re on Stripe 8.3.1? We had a bug on 8.3.0, which was quickly patched. This sounds related to it! Kindly let us know if you’re using the latest version or if you updated it and are still facing the error. Then, we’d need to troubleshoot this further.

In case this issue persists on 8.3.1, please share with us the necessary information below for us to investigate the issue further:

• System Status Report?which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs?(if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

Thanks!
-OP

Hey @omarfpg . Thank you for the above. We are running on Version 8.3.1.

Here is the System Status Report.

There is no Fatal error logs. But attached is a WooCommerce Gateway Stripe log.

Let me know if you need anything else.

Many thanks

Hi @dzzstudio,

I see those logs are from May 30th and still using 8.3.0 (accordingly, as 8.3.1 was released just that day, so I take it those logs are before the update). Can you confirm this continues to happen even after updating? Can you please provide more recent logs?

If you have orders from the 31th to today that have presented this error, kindly share the order notes (redacting any sensitive information), and the logs associated with it, please!

Thanks!
-OP

Hi @omarfpg .

Sorry about that. Here is a log from today, as we enabled the New checkout briefly this morning.

Here is the order note as well.

Please let me know if you need anything else.

Many thanks, J

Hi @dzzstudio

Thanks for sharing additional information. To ensure we are on the same page, did you check whether everything works using the legacy checkout experience? If you haven’t tested this yet, you can easily enable it by navigating to WooCommerce > Settings > Payments > Stripe > Settings. Once you’ve enabled it, could you kindly share the results with me?

In the meantime, you can run a conflict test to help you identify the cause of the issue. More info: https://woocommerce.com/document/how-to-test-for-conflicts/

Looking forward to hearing from you soon.

Hi @shameemreza . Thanks for the above.

Yep, legacy continues to work fine. All payments are going through without any issues. Legacy is what we are running on now, until we understand the issue of the New checkout. What results do you need exactly? Any additional logs etc?

We created a Staging environment and enabled the New Checkout. We performed the following:

• Enabled the theme?Twenty Twenty-Four
• Enabled the Stripe New Checkout
• Successfully placed an order ?

Based on the above, can you confirm this looks like a conflict with the theme? If so, do you have any pointers, based on what has been shared, that could be causing the issue with the New checkout?

Thanks, J

Hey, @dzzstudio!

Thanks for the information.

Since you were able to complete the order on the staging site it really does point to it being a conflict issue.

On the staging site, did you have all the same plugins you had on the live site?

If you didn’t, it might be a theme conflict, but it might also be a plugin conflict.

Are you able to test on the staging site with the same theme you have on the live site to check if it is really the theme?

If it is not the theme, I suggest installing the plugins you have on the website one by one and test which one causes the issue.

Please let us know how it goes.

Have a wonderful day!

Hi @carolm29 . Thank you for repying.

On the staging site, did you have all the same plugins you had on the live site?
Yes. We simply switched the theme and that was all. All of the plugins remained the same.

Are you able to test on the staging site with the same theme you have on the live site to check if it is really the theme?
Yes, we tried it using the New checkout. We still had the same issue and could not place an order.

We plan on reviewing the theme code next week. If we find anything I will update you here.

Thank you, J

Hi ,

We plan on reviewing the theme code next week. If we find anything I will update you here.

Sounds like a plan. We’ll be here eagerly waiting to hear your findings.

All the best.

Hi there ?? ,

We haven’t heard from you in a while; this is to check if you’ve been able to proceed with the troubleshooting steps provided before and if you still need help.

Thanks!
-OP