Transaction failed but no error message

Hi @yasir8swat

Have you customized the error messages in any way?

Do you have a website URL that you can share?

Kind regards

NO, I didn’t make any changes in the plugin and didn’t customize messages, here is my site link. https://truehealthlabs.com/

@yasir8swat,

Your site has been reviewed and the decline message code displayed as expected. The plugin uses the same code for adding the message to the order notes as what’s displayed on the checkout page. That makes me suspect there is something interfering with the checkout page error message display under certain circumstances.

If you have a staging site where test mode can be enabled and those exact error codes can be triggered that would be helpful.

Kind Regards,

here is the hojar recording of my site, user fills in payment details, and scrolls up without any error message.
https://insights.hotjar.com/r?site=176856&recording=8842406048&token=d3740f1bfa9c452cf446c2bd3141eae5

Hi @yasir8swat,

Thanks for providing that recording. So did the scroll up happen after you selected PayPal as the payment option?

If so, notice with PayPal you didn’t have the checkbox The purchaser is at least 18 years old selected.

It looks like the scroll up is happening because that required field is not checked.

Kind Regards,

NO, it’s not just PayPal, if you check the record first he tries on the card, and scroll up without any message, after that, he also tries Paypal, so our focus is card payment.

@yasir8swat if you have a staging site where this can be recreated in sandbox mode that would be helpful.

This isn’t a common issue so a closer look is required.

Kind regards

here is my staging site link https://testdomain555.com/

@yasir8swat you have some JS errors on your checkout page:

(index):2842 Uncaught ReferenceError: selectRecep is not defined

I am not able to replicate the issue where the error message doesn’t show on the checkout page. All the expected error messages showed as expected.

Can you replicate this issue on your staging site?

Kind Regards,

Hi @yasir8swat,

Any updates?

Kind regards