Unpaid order cancelled

Hi there,

The message “Unpaid order cancelled – time limit reached” is triggered by the Hold Stock (minutes) setting under WooCommerce → Settings → Products → Inventory. If an order remains in the Pending Payment status beyond this time limit, WooCommerce automatically cancels it.

Since you’ve already increased the Hold Stock time to 1440 minutes (24 hours), this should allow more time for payments to complete. However, if you want to completely prevent WooCommerce from auto-canceling unpaid orders, you can leave the Hold Stock (minutes) field empty. This removes the time limit entirely.

To better understand your case, could you confirm:

• Which payment method is being used for these orders?
• Are there any delays or retries happening with the payment processing?
• Do you see any related notes in the order details (WooCommerce → Orders → Order Notes)?

The more information we have, the more accurately we can assist you.

After setting the Hold Stock time to 1440 minutes, the number of canceled orders has decreased, but the issue persists, and some orders are still being canceled.

I am sharing a screenshot of the order notes as an example.

Payment method: WooPayments

We need a complete resolution for this issue. Please advise.

https://prnt.sc/5NNpMcXr2vnV

Hey @vikas2323 ,

Thanks for reaching out! It’s great that increasing the hold stock minutes to 24 hours has helped reduce the issue. That said, it sounds like there may be a payment processing issue causing orders to stay in the “Pending payment” status past the “Hold Stock” timeframe.

As a next step, you could try disabling the “Hold Stock” feature by clearing the value or leaving it blank. This will prevent automatic cancellations of pending orders, giving payment processing more time without risking premature cancellations.

If that doesn’t do the trick, it would help us dig deeper if you could share your System Status Report. You can find this in your WooCommerce dashboard by going to WooCommerce > Status. Then, click Get system report and Copy for support.

If there are any fatal error logs, those would be useful too. You can access them under WooCommerce > Status > Logs.

Once you’ve got everything, just paste it into a Code block in your reply or use pastebin.com to share the link with us.

Looking forward to hearing from you!

We have disabled the Hold Stock feature by clearing the value, as suggested.

Additionally, we have shared the logs for further investigation:
https://pastebin.com/iDJz6Z2X

Let’s see if leaving the Hold Stock field empty resolves the issue. If it doesn’t, I will update you. In the meantime, you can also review the shared code, which might be helpful.

• This reply was modified 2 weeks, 3 days ago by vikas2323.

Hi @vikas2323,

I appreciate you sharing the system status report and disabling the Hold Stock feature. That’s a good move, as it will allow more time for payments to process without orders being automatically canceled. Let’s monitor the situation for now to see if the issue persists.

From your System Status Report, I also noticed that there are pending updates for both WooCommerce, currently on version 9.6.1, which has an update available to 9.7.1, and WooPayments, currently on version 8.9.1, which has an update available to 9.0.0. I recommend updating both plugins to their latest versions, as updates often include important fixes and improvements that may help prevent order status inconsistencies.

If, after disabling the Hold Stock feature, you still notice orders being canceled, go ahead with the WooCommerce and WooPayments updates and let us know if the issue continues. However, if disabling the setting fully resolves the issue, I’d still recommend updating your plugins and then turning the Hold Stock feature back on to see if the issue returns. This will help confirm if the cancellation behavior was linked to that setting or something else.

Keep us updated, and we’ll be happy to assist further!

We are still experiencing the issue even after disabling the Hold Stock feature. While orders are no longer getting canceled, the status is fluctuating from “Pending” to “Processing” and then reverting to “Pending,” despite the payment showing as successful.

Order ID: 294948

I have attached a screenshot for reference:
?? Screenshot

Additionally, I have reviewed my code, and there are no customizations related to payments or order processing, yet the issue persists.

For further investigation, here is the latest System Status Report:
?? System Status Report

Could you please help us identify the root cause? This issue has been persisting for quite some time. While it doesn’t impact all orders, it occurs frequently enough to be a concern. We would really appreciate your assistance in resolving this as soon as possible.

We are still experiencing the issue even after disabling the Hold Stock feature. While orders are no longer getting canceled, the status is fluctuating from “Pending” to “Processing” and then reverting to “Pending,” despite the payment showing as successful.

Order ID: 294948

I have attached a screenshot for reference:
?? Screenshot

Additionally, I have reviewed my code, and there are no customizations related to payments or order processing, yet the issue persists.

For further investigation, here is the latest System Status Report:
?? System Status Report

Could you please help us identify the root cause? This issue has been persisting for quite some time. While it doesn’t impact all orders, it occurs frequently enough to be a concern. We would really appreciate your assistance in resolving this as soon as possible.

Hello vikas2323,

Thank you for your reply.

I understand that even after disabling the Hold Stock feature, orders are still fluctuating between Pending and Processing before reverting to Pending, despite successful payments.

Are these orders still getting canceled like before, or is the issue only with the status change? Since this is not happening consistently, identifying a pattern among the affected orders would be helpful.

Does this occur only with WooPayments or other payment methods as well? Let me know so I can assist you further.

Looking forward to your response. ??

Hello,

Previously, the order status was changing from Processing to Canceled. After disabling the Hold Stock feature, the orders are now changing from Processing to Pending, but this shouldn’t be happening.

This issue occurs only with WooPayments and not with other payment methods.

Hi @vikas2323,

Thanks for the clarification. To further troubleshoot the issue, could you share any fatal error logs from WooCommerce > Status > Logs, particularly those related to WooPayments?

I also noticed that logging for WooPayments is currently disabled. Please enable it by following the instructions here: WooPayments Settings Guide.

Once logging is enabled, let the issue occur again, then share the log from WooCommerce > Status > Logs using gist.github.com.

Additionally, I’d like to understand whether pending or canceled orders record a payment—was the customer actually charged? Knowing this will help determine what to troubleshoot. By default:

• If Hold Stock is enabled, an order is canceled if the user doesn’t complete payment.
• If Hold Stock is disabled, the order remains pending if the user doesn’t make a payment.

Could you confirm with customers whether they were actually charged? Looking forward to your update!

Hi Moses,

Yes, the customer was charged, but their order status changed from Processing to Pending.

Please check the screenshot:
https://prnt.sc/I8sUrWD1cWnf

I have already shared the logs twice. Please review the previous messages for more context. Let me know if you need anything else.

Hi @vikas2323,

Thanks for sharing the screenshot; it helps provide more clarity.

However, after reviewing all your responses, I couldn’t find any fatal error log or debug log. What you’ve shared so far is the System Status Report, which is different from an error log.

To access the error log, go to WooCommerce > Status > Logs, look for any fatal error logs or those related to WooCommerce, and share them using https://gist.github.com.