Urgent with recurring payment missed

  • Resolved jane-o

    (@jane-o)


    5 months, 3 weeks ago

    We are using this plugin with Woo Subscriptions and are recently getting a large number of recurring changes which are not being sent to Stripe – this is a major issue and is growing rapidly as ongoing subscriptions are not being taken.

    I have configured the webhooks according to the configuration set-up. The Renewal Order is created correctly by Subscriptions – but then marked as ‘Payment processing of the renewal order #61574 was skipped because it is already paid (Completed).‘

    There is no record of a webhook or API call to stripe – and Woo just assumes the payment has been made, but the Gateway has not completed the calls.

    I have a log from 2 days ago: woocommerce-gateway-stripe-subscriptions-legacy-sepa-tokens-repairs-2024-10-03 – which says Finished scheduling subscription migrations.’ This logs seems to appear regularly, but I’m not sure the migrations have been successful. I am still getting calls in the logs to sources/src_1HunMNGtyBNEA7aef4BfQG2t

    This is now happening on about 90% of my renewals and is a really urgent issue – I have raised a ticket with WooCommerce directly through my account a couple of days ago but no one has responded to this urgent issue.

    Please help!

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @jane-o,

    Thank you for reaching out.

    Please know that the Happiness Engineer team works hard to reply to all tickets quickly, but sometimes there’s a backlog that can take a bit longer. They will respond to you as soon as possible!

    Could you please share the ticket number so that we can check to confirm if we have got your ticket.

    Thanks!

    Thread Starter jane-o

    (@jane-o)

    Hi – thanks for the quick response. The ticket ID is 8823200.

    Plugin Support ckadenge (woo-hc)

    (@ckadenge)

    Hi @jane-o,

    Sorry for the delay in the response to your ticket.

    I’d like to clarify that this has been escalated to our Engineers, and they’ll reach back to you as soon as possible.

    Thank you for your patience and understanding.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @jane-o,

    I just confirmed that you have been provided with a response on the ticket.

    I will mark this thread as resolved since your concern will be handled best by our Happiness Engineers there.

    Thanks!

Viewing 4 replies - 1 through 4 (of 4 total)
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