Webhooks not received

Hey there, @jrmyfranck! Thanks for contacting us. I’m happy to help you!

I understand you are seeing errors with the webhooks, but to confirm, are the orders on the site being processed correctly?

Have you tried refreshing the webhooks?

• Remove the current Webhook Secret, and add it again following?these steps in our guide for setting up Webhooks.
• Enable?Test Mode?temporarily, and then do a test order and pay for it with a?Stripe Test Card.

Furthermore, I’d like to understand your site properly. Please share with us the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29, thanks for your response.

I can confirm orders seem to be processed correctly (at least the last one was — prior to that the site was using an alternative plugin to add Stripe as a payment method), except for the webhook.

Remove the current Webhook Secret, and add it again following?these steps in our guide for setting up Webhooks.

I tried that, but the result is still the same.

Enable?Test Mode?temporarily, and then do a test order and pay for it with a?Stripe Test Card.

I’ll try that tonight, when the site usually has the least visitors.

Regarding the Status Report, may I know which sections specifically you’re interested in? It contains a *LOT* of informations on the site, and I’d rather not share all of it publicly.
(Alternatively, is there a way to share the entire report with you and the rest of the support team privately?)

Thank you,

I can confirm Test Mode webhooks are delivered.

Screenshot:
https://www.dropbox.com/scl/fi/znz7f0xscclf4l5ny10wt/Screenshot-2024-04-11-07.02.24.jpg?rlkey=ow726v26t1bs0gt2jdc0pwr5s&dl=0

?? hey @jrmyfranck

I tried that, but the result is still the same.

Hmm, let’s investigate further. When the key & webhook pop-up window is open, there is an option for testing the connection, as seen in the screenshot linked here. Could you test it, either is test or live mode, and send us screenshots of the response message appearing, please?

Additionally, kindly make sure logging is enabled, and send us any logs for investigating further.

The option for enabling/disabling logging can be found here.

I can confirm orders seem to be processed correctly

You should be able to verify that by taking a look at the order’s notes. Further details can be found linked here, for your convenience.

Regarding the Status Report, may I know which sections specifically you’re interested in? It contains a *LOT* of informations on the site, and I’d rather not share all of it publicly.
(Alternatively, is there a way to share the entire report with you and the rest of the support team privately?)

How about pasting it into our https://quickforget.com/ service and send that secret link here?

The same can be done for sharing the above-mentioned logs.

We await your response to better assist you.

• This reply was modified 11 months, 2 weeks ago by anastas10s. Reason: linked mentioned screenshot

Hi @anastas10s,

Sorry for the delay.

Could you test it, either is test or live mode, and send us screenshots of the response message appearing, please?

Here are the screenshots:
https://www.dropbox.com/scl/fi/vdxrxmbj08gxzsfsdeqb7/Screenshot-2024-04-15-09.34.06.jpg?rlkey=lh7ma5ux1vkh2ii1rouul0mw4&dl=0
https://www.dropbox.com/scl/fi/t7gwstqtza30yl5sl26zl/Screenshot-2024-04-15-09.35.54.jpg?rlkey=ktizv2cw07ucnvto1iut0ni7v&dl=0

You should be able to verify that by taking a look at the order’s notes.

As I said, they’re processed properly. Here’s a screenshot nonetheless to show how order notes appear:
https://www.dropbox.com/scl/fi/z2xoxlhm16haaomv4rkb3/Screenshot-2024-04-15-09.37.46.jpg?rlkey=asts4vl29q0dgk91lg4n22ghe&dl=0

Finally, here’s the status report:
https://quickforget.com/s/d925d688e5c9d6af4f5419ccbcee88a015096f0ab7f76989

Hi @jrmyfranck,

Thanks for sharing further details.

Finally, here’s the status report:
https://quickforget.com/s/d925d688e5c9d6af4f5419ccbcee88a015096f0ab7f76989

Can you kindly share it again, but with a longer expiration period? If necessary, please remove any private details, such as the website URL.

In the Stripe dashboard, I can see the webhook events failing, but when I inspect them, I can only see the following:

Error code: "400 (Bad Request)"
Response: "-1"

See screenshot:
https://www.dropbox.com/scl/fi/arwkztsvt98ct6x7gydbn/Screenshot-2024-04-10-18.55.46.jpg?rlkey=djtwy8yrkj6e2m5ut08rqabl8&dl=0

Can you share the full logs shown here? Can Stripe provide any other details about the cause of this from the webhook event log?

Also, can I ask what event types you have listed via Webhooks > Endpoints > your site URL?

As I said, they’re processed properly. Here’s a screenshot nonetheless to show how order notes appear:
https://www.dropbox.com/scl/fi/z2xoxlhm16haaomv4rkb3/Screenshot-2024-04-15-09.37.46.jpg?rlkey=asts4vl29q0dgk91lg4n22ghe&dl=0

Since the webhook connection was successfully established and didn’t record any errors in the order note, I suspect something else may be at play here. I even checked our GitHub repo and found no reported issues.

However, after reviewing the Stripe error handling documents and other related threads, I found there could be various reasons involved, such as:

• Ensure that the timezone on your Stripe account matches that on your site. This is crucial because a mismatch could lead to the rejection of your webhook.
• Replace your Webhook Secret keys with new one in WooCommerce.
• You can also delete the existing webhook in Stripe and create a new one. Make sure the webhook URL and events are correct.
• Are you using Cloudflare? If so, temporarily disable it and test whether the error continues.
• Your hosting provider may be blocking the incoming webhook requests. Contact them and ask if they have any security measures in place that could be causing this issue.

Please try these steps and let me know how it goes. If the issue persists, then I’m struggling to find the culprit here, and more debugging may need to be enabled on your site to narrow down the cause.

Looking forward to hearing from you soon.