WooCommerce Costumer Account disappeared

Hi @stilagent,

It’s quite unusual for an account to disappear without any action. You mentioned an active subscription in your explanation. Are you currently using the Woo Subscriptions plugin? For better assistance, please can you share a copy of the following:

• System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
• Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here. This will help us investigate further and provide you with a more accurate solution.

Looking forward to helping you.

Hi Shameem,

thank you four your answer. In fact there are three problems with that particular shop right now:

1. Account disappeared – as described above…
2. PayPal: Someone has placed an order and payed via PayPal. This was marked as paid in woocommerce. But the amount was neither debited from the customer’s account, nor was the amount credited to our account.
3. When someone pays with paypal, no automatic invoice is created from time to time.

Thank you for your support!

` WordPress Environment

WordPress address (URL): …<br>Site address (URL): …<br>WC Version: 8.5.1<br>REST API Version: ? 8.5.1<br>WC Blocks Version: ? 11.8.0-dev<br>Action Scheduler Version: ? 3.7.1<br>Log Directory Writable: ?<br>WP Version: 6.4.2<br>WP Multisite: –<br>WP Memory Limit: 768 MB<br>WP Debug Mode: –<br>WP Cron: –<br>Language: de_DE<br>External object cache: – Server Environment

Server Info: Apache<br>PHP Version: 8.0.30<br>PHP Post Max Size: 64 MB<br>PHP Time Limit: 50000<br>PHP Max Input Vars: 5000<br>cURL Version: 7.74.0<br>OpenSSL/1.1.1w

SUHOSIN Installed: –<br>MySQL Version: 10.6.15-MariaDB-1:10.6.15+maria~deb11-log<br>Max Upload Size: 64 MB<br>Default Timezone is UTC: ?<br>fsockopen/cURL: ?<br>SoapClient: ?<br>DOMDocument: ?<br>GZip: ?<br>Multibyte String: ?<br>Remote Post: ?<br>Remote Get: ? Database

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InnoDB<br>zxsa_wt_iew_ftp: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB<br>zxsa_wt_iew_mapping_template: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB<br>zxsa_yith_wcwl: Daten: 1.50MB + Index: 0.22MB + Engine InnoDB<br>zxsa_yith_wcwl_lists: Daten: 1.45MB + Index: 0.66MB + Engine InnoDB<br>zxsa_yoast_indexable: Daten: 0.16MB + Index: 0.09MB + Engine InnoDB<br>zxsa_yoast_indexable_hierarchy: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB<br>zxsa_yoast_migrations: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB<br>zxsa_yoast_primary_term: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB<br>zxsa_yoast_seo_links: Daten: 0.16MB + Index: 0.09MB + Engine InnoDB<br>zxsa_yoast_seo_meta: Daten: 0.30MB + Index: 0.00MB + Engine InnoDB Post Type Counts

3d-flip-book: 1<br>attachment: 394<br>br_labels: 4<br>br_minmax_limitation: 1<br>buying-guide: 1<br>custom_css: 1<br>customer_groups: 7<br>document_template: 8<br>nav_menu_item: 35<br>ninja-table: 1<br>oembed_cache: 1<br>page: 37<br>portfolio: 12<br>post: 2<br>product: 77<br>product_variation: 141<br>revision: 401<br>shop_coupon: 26<br>shop_order: 3285<br>shop_order_refund: 16<br>shop_subscription: 78<br>sp_easy_accordion: 16<br>tablepress_table: 30<br>um_directory: 1<br>um_form: 3<br>vc_settings_preset: 1<br>vtmin-rule: 1<br>wafs: 4<br>woo_discount: 2<br>woo_discount_cart: 1<br>wp_global_styles: 1 Security

Secure connection (HTTPS): ?<br>Hide errors from visitors: ? Active Plugins (54)

Redux Framework: von Team Redux – 4.4.11<br>Smart Custom 404 error page [404page]: von Peter Raschendorfer – 11.4.4<br>Advanced WordPress Backgrounds: von Advanced WordPress Backgrounds Team – 1.12.1<br>Advanced Database Cleaner PRO: von Younes JFR. – 3.2.3<br>WooCommerce Advanced Product Labels: von BeRocket – 1.2.5.3<br>B2B Market: von MarketPress – 2.1.3<br>Better Search Replace: von WP Engine – 1.4.5<br>Borlabs Cookie - Cookie Opt-in: von Borlabs GmbH – 2.2.67<br>Code Snippets: von Code Snippets Pro – 3.6.2<br>Yoast Duplicate Post: von Enrico Battocchi & Team Yoast – 4.5<br>Easy Accordion: von ShapedPlugin LLC – 2.3.3<br>ELEX Hide WooCommerce Shipping Methods (BASIC): von ELEXtensions – 1.4.0<br>Enable Media Replace: von ShortPixel – 4.1.5<br>Envato Market: von Envato – 2.0.11<br>Facebook for WooCommerce: von Facebook – 3.1.9<br>Favicon by RealFaviconGenerator: von Philippe Bernard – 1.3.28<br>Site Kit von Google: von Google – 1.118.0<br>Header Footer Code Manager: von 99robots – 1.1.36<br>WooCommerce HookMeUp: von Get Bowtied – 2.5.1<br>OMGF: von Daan von Daan.dev – 5.7.13<br>Imagify: von Imagify – Optimize Images & Convert WebP – 2.1.3.1<br>Smash Balloon Instagram Feed: von Smash Ballon – 6.2.7<br>WPBakery Page Builder: von Michael M - WPBakery.com – 6.7.0<br>Loco Translate: von Tim Whitlock – 2.6.6<br>Meta Box: von MetaBox.io – 5.9.2<br>Minimum Periods for WooCommerce Subscriptions: von WPExtend – 2.3.1<br>PW WooCommerce Gift Cards Pro: von Pimwick<br>LLC – 1.470

Real Media Library (Free): von devowl.io – 4.22.4<br>Repeat Order for Woocommerce: von polyres – 1.3.2<br>Shopkeeper Deprecated Features: von GetBowtied – 1.1.7<br>Shopkeeper Extender: von Get Bowtied – 3.5<br>Simple Page Ordering: von 10 nach oben – 2.6.3<br>TablePress: von Tobias B?thge – 2.2.4<br>vendidero Helper: von vendidero – 2.2.2<br>Checkout Field Editor for WooCommerce: von ThemeHigh – 2.0.0<br>Variation Swatches for WooCommerce: von Emran Ahmed – 2.0.30<br>WooCommerce Advanced Free Shipping: von Jeroen Sormani – 1.1.7<br>WooCommerce Extended Coupon Features FREE: von Soft79 – 3.3.3<br>WooCommerce Breadcrumbs: von Anthony Hortin – 1.0.8<br>WooCommerce - DATEV Export: von WooCommerce Datev - Robert Erdmann – 1.3.5<br>WooCommerce Stripe-Gateway: von WooCommerce – 7.9.1<br>Germanized für WooCommerce Pro: von vendidero – 3.9.0<br>Germanized für WooCommerce: von vendidero – 3.15.5<br>WooCommerce Min and Max Quantities: von BeRocket – 3.0.7.1<br>Sequential Order Numbers for WooCommerce: von SkyVerge – 1.10.1<br>Woo Subscriptions: von WooCommerce – 5.9.1<br>WooCommerce: von Automattic – 8.5.1 (Update auf Version 8.5.2 ist verfügbar)<br>Wordfence Security: von Wordfence – 7.11.1<br>Yoast SEO: von Team Yoast – 21.8.1<br>WP Rocket | Force Page Caching: von WP Rocket Support Team –<br>WP Rocket | Remove All .htacces Rules: von WP Rocket Support Team –<br>WP Rocket: von WP Media – 3.15.8<br>WPvivid Backup Plugin: von WPvivid Team – 0.9.95<br>YITH WooCommerce Wunschliste: von YITH – 3.29.0 Inactive Plugins (9)

IONOS Assistant: von IONOS – 8.5.2<br>IONOS Help: von IONOS – 2.2.1<br>IONOS Journey: von IONOS – 2.0.0<br>IONOS Login: von IONOS – 2.2.1<br>IONOS Navigation: von IONOS – 1.0.7<br>IONOS Performance: von IONOS – 2.0.3<br>IONOS Security: von IONOS – 1.0.0<br>Pixel Manager for WooCommerce: von SweetCode – 1.36.0<br>WooCommerce Order Test - WP Fix It: von WP Fix It – 2.2 Dropin Plugins (1)

advanced-cache.php: advanced-cache.php Must Use Plugins (3)

burst_rest_api_optimizer.php: von –<br>IONOS Marketplace: von IONOS – 1.1.5<br>WordPress automation by Installatron: von – Settings

API Enabled: –<br>Force SSL: –<br>Currency: EUR (€)<br>Currency Position: right_space<br>Thousand Separator: .<br>Decimal Separator: ,<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>pw gift card (pw-gift-card)<br>simple (simple)<br>subscription (subscription)<br>variable (variable)<br>variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)

Connected to Woo.com: ?<br>Enforce Approved Product Download Directories: –<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages

Shop-Basis: #2851 - /shop/<br>Warenkorb: #2852 - /warenkorb/<br>Kasse: #2853 - /kasse/<br>Mein Konto: #2854 - /mein-konto/<br>Allgemeine Gesch?ftsbedingungen: #2924 - /agb/ Theme

Name: Shopkeeper Child<br>Version: 1.0<br>Author URL: http:%20//www.getbowtied.com/<br>Child Theme: ?<br>Parent Theme Name: Shopkeeper<br>Parent Theme Version: 3.4<br>Parent Theme Author URL: https://www.getbowtied.com/<br>WooCommerce Support: ? Templates

Overrides: shopkeeper/woocommerce/archive-product.php<br>shopkeeper-child/woocommerce/cart/cart-empty.php<br>shopkeeper/woocommerce/checkout/form-coupon.php<br>shopkeeper/woocommerce/checkout/form-login.php<br>shopkeeper/woocommerce/content-product.php<br>shopkeeper/woocommerce/content-single-product.php<br>shopkeeper/woocommerce/global/quantity-input.php<br>shopkeeper/woocommerce/global/sidebar.php<br>shopkeeper/woocommerce/global/wrapper-end.php<br>shopkeeper/woocommerce/global/wrapper-start.php<br>shopkeeper-child/woocommerce/myaccount/form-login.php<br>shopkeeper/woocommerce/single-product/add-to-cart/simple.php<br>shopkeeper/woocommerce/single-product/product-image.php<br>shopkeeper/woocommerce/single-product/product-thumbnails.php<br>shopkeeper/woocommerce/single-product/tabs/tabs.php<br>shopkeeper/woocommerce/single-product.php Pimwick Plugins

PW WooCommerce Gift Cards Pro: License key: PW-5e9ec48db89da<br>Result: success<br>Cached: 2024-01-26 Abonnements

WCS_DEBUG: ? Nein<br>Subscriptions Mode: ? Live<br>Subscriptions Live URL: …<br>Subscriptions-core Library Version: 6.7.1<br>Subscription Statuses: wc-active: 35<br>wc-expired: 1<br>wc-pending-cancel: 1<br>wc-on-hold: 4<br>wc-cancelled: 37

WooCommerce Account Connected: ? Yes<br>Active Product Key: ? Yes<br>Custom Retry Rules: ? No<br>Custom Retry Rule Class: ? No<br>Custom Raw Retry Rule: ? No<br>Custom Retry Rule: ? No<br>Retries Migration Status: ? Completed<br>Report Cache Enabled: ? Ja<br>Cache Update Failures: ? 0 Fehler Shop-Einrichtung

Country / State: Deutschland — Bayern Abonnements nach Zahlungs-Gateway

PayPal-Standard: wc-active: 31<br>wc-cancelled: 31<br>wc-expired: 1<br>wc-on-hold: 1<br>wc-pending-cancel: 1

Stripe: wc-active: 4<br>wc-cancelled: 6<br>wc-on-hold: 1 Zahlungs-Gateway-Unterstützung

PayPal-Standard: subscriptions<br>gateway_scheduled_payments<br>subscription_payment_method_change_customer<br>subscription_cancellation<br>subscription_suspension<br>subscription_reactivation<br>products<br>refunds

PayPal Reference Transactions Enabled: ? No<br>Stripe: products<br>refunds<br>tokenization<br>add_payment_method<br>subscriptions<br>subscription_cancellation<br>subscription_suspension<br>subscription_reactivation<br>subscription_amount_changes<br>subscription_date_changes<br>subscription_payment_method_change<br>subscription_payment_method_change_customer<br>subscription_payment_method_change_admin<br>multiple_subscriptions

Direkte Banküberweisung: products Admin

Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-variation-management<br>product-virtual-downloadable<br>product-external-affiliate<br>product-grouped<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page

Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-linked<br>settings<br>async-product-editor-category-field

Daily Cron: ? Next scheduled: 2024-01-27 11:53:54 +01:00<br>Options: ?<br>Notes: 175<br>Onboarding: completed Action Scheduler

Abgeschlossen: 1.633<br>Oldest: 2023-12-26 13:02:49 +0100<br>Newest: 2024-01-26 12:53:37 +0100

Fehlgeschlagen: 2.260<br>Oldest: 2020-04-01 12:33:45 +0200<br>Newest: 2023-11-22 12:27:02 +0100

Ausstehend: 41<br>Oldest: 2024-01-26 19:50:39 +0100<br>Newest: 2024-03-23 12:11:56 +0100 Status report information

Generated at: 2024-01-26 13:07:10 +01:00<br>`

Dear @stilagent,

Thank you for sharing your site’s system status report. It helps us better understand the issues you’re facing.

1. For the disappearing account, it’s indeed unusual. It might have been an issue with the database or a conflict with a plugin. I recommend checking the user_meta and user tables in your database to verify if the user’s data is still there. If it’s there, it might be a display issue on your WordPress dashboard.
2. Regarding the PayPal issue, it seems like there might be a delay or issue with PayPal’s IPN (Instant Payment Notification) system. Please check your PayPal IPN settings and ensure that it’s correctly configured.
3. For the invoice not getting created, it might be due to the same IPN issue. If the IPN from PayPal isn’t reaching your site, WooCommerce won’t know to create the invoice.

Additionally, instead of using the standard PayPal payment method, I recommend using the WooCommerce PayPal Payments plugin, as the standard has been discontinued and removed from the WooCommerce latest version.

Also, can you please run a conflict test to help you identify the cause of the issue? More info: https://woo.com/document/how-to-test-for-conflicts/

Let us know how that goes for you.