WooPayments account repeatedly disconnecting

  • Hello!

    We created this website for a restaurant a couple of years ago to display the restaurant information and to sell Gift Cards.

    Since some months, the WooPayments account is getting disconnected from the website every few weeks. When clients arrive to the checkout page, they can’t see any payment method available; we need to enter the wordpress dashboard, click on the connect button, and the payments work again.

    I checked the WooCommerce account and it shows the website correctly connected. Obviously plugins and wordpress are updated to the latest version. I already tried contacting the Gift Card Plugin support and they suggested to increase the PHP memory limit for wordpress: we did it and it still got disconnected. We contacted WooCommerce support and checked our system info and they said everything looks good and suggested trying to ask for some support here.

    Could somebody suggest anything else?

    We’re worried because Christmas time is arriving and we’re risking to miss some purchases due to this error.

    Thank you very much in advance!

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Reynier C. (woo-hc)

    (@reynierc)

    Hi @limoneson ,

    I understand how frustrating it must be with the WooCommerce Payments disconnecting, especially with the busy Christmas season ahead. It’s good to know everything is updated and that you’ve already taken steps to troubleshoot, like increasing the PHP memory limit. This could happen for a few reasons, but before suggesting possible solutions, I’d like to take a closer look at how your site is set up.

    Could you share your system status report with us as well? You can find it by going to WooCommerce → Status, clicking Get system report, and then selecting Copy for Support. Please also share fatal error logs?(if any) found under?WooCommerce?→?Status?→?Logs.

    Looking forward to getting this sorted out.

    Thread Starter limoneson

    (@limoneson)

    Hello! Thank you for your answer!

    There are no error logs in the WooCommerce status (already checked that too with WooCommerce support)

    Here’s the System Status:

    WordPress Environment

    WordPress address (URL): https://lagastronomicabcn.com
    Site address (URL): https://lagastronomicabcn.com
    WC Version: 9.4.2
    Legacy REST API Package Version: El plugin Legacy REST API no está instalado en este sitio.
    Action Scheduler Version: ? 3.8.2
    Log Directory Writable: ?
    WP Version: 6.7
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ?
    Language: es_ES
    External object cache: – Server Environment

    Server Info: Apache
    PHP Version: 8.2.25
    PHP Post Max Size: 6 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 1000
    cURL Version: 7.74.0
    OpenSSL/1.1.1w

    SUHOSIN Installed: –
    MySQL Version: 5.7.42-log
    Max Upload Size: 64 MB
    Default Timezone is UTC: ?
    fsockopen/cURL: ?
    SoapClient: ?
    DOMDocument: ?
    GZip: ?
    Multibyte String: ?
    Remote Post: ?
    Remote Get: ? Database

    WC Database Version: 9.4.2
    WC Database Prefix: QhRTVGZw
    Tama?o total de la base de datos: 97.00MB
    Tama?o de los datos de la base de datos: 91.62MB
    Tama?o del índice de la base de datos: 5.38MB
    QhRTVGZwwoocommerce_sessions: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwoocommerce_api_keys: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwwoocommerce_attribute_taxonomies: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwoocommerce_downloadable_product_permissions: Datos: 0.02MB + índice: 0.06MB + Motor InnoDB
    QhRTVGZwwoocommerce_order_items: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwoocommerce_order_itemmeta: Datos: 0.08MB + índice: 0.06MB + Motor InnoDB
    QhRTVGZwwoocommerce_tax_rates: Datos: 0.02MB + índice: 0.06MB + Motor InnoDB
    QhRTVGZwwoocommerce_tax_rate_locations: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwwoocommerce_shipping_zones: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwoocommerce_shipping_zone_locations: Datos: 0.02MB + índice: 0.05MB + Motor InnoDB
    QhRTVGZwwoocommerce_shipping_zone_methods: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwoocommerce_payment_tokens: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwoocommerce_payment_tokenmeta: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwwoocommerce_log: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
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    QhRTVGZwcommentmeta: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwcomments: Datos: 0.08MB + índice: 0.09MB + Motor InnoDB
    QhRTVGZwe_events: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwe_notes: Datos: 0.02MB + índice: 0.17MB + Motor InnoDB
    QhRTVGZwe_notes_users_relations: Datos: 0.02MB + índice: 0.05MB + Motor InnoDB
    QhRTVGZwe_submissions: Datos: 0.02MB + índice: 0.27MB + Motor InnoDB
    QhRTVGZwe_submissions_actions_log: Datos: 0.02MB + índice: 0.11MB + Motor InnoDB
    QhRTVGZwe_submissions_values: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwjetpack_sync_queue: Datos: 0.05MB + índice: 0.06MB + Motor InnoDB
    QhRTVGZwlinks: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwoptions: Datos: 6.05MB + índice: 0.22MB + Motor InnoDB
    QhRTVGZwpimwick_gift_card: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
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    QhRTVGZwpostmeta: Datos: 69.33MB + índice: 1.81MB + Motor InnoDB
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    QhRTVGZwwc_order_operational_data: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
    QhRTVGZwwc_order_product_lookup: Datos: 0.02MB + índice: 0.06MB + Motor InnoDB
    QhRTVGZwwc_order_stats: Datos: 0.02MB + índice: 0.05MB + Motor InnoDB
    QhRTVGZwwc_order_tax_lookup: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB
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    QhRTVGZwwc_product_download_directories: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwc_product_meta_lookup: Datos: 0.02MB + índice: 0.11MB + Motor InnoDB
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    QhRTVGZwwc_reserved_stock: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwc_tax_rate_classes: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwc_webhooks: Datos: 0.02MB + índice: 0.02MB + Motor InnoDB
    QhRTVGZwwpgmza: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwpgmza_categories: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwpgmza_category_maps: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwpgmza_circles: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
    QhRTVGZwwpgmza_maps: Datos: 0.02MB + índice: 0.00MB + Motor InnoDB
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    QhRTVGZwyoast_indexable: Datos: 0.02MB + índice: 0.09MB + Motor InnoDB
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    QhRTVGZwyoast_seo_links: Datos: 0.02MB + índice: 0.03MB + Motor InnoDB Post Type Counts

    attachment: 153
    custom_css: 1
    elementor_library: 8
    nav_menu_item: 31
    page: 19
    post: 1
    product: 1
    product_variation: 2
    revision: 1117
    shop_coupon: 1
    shop_order: 87
    wp_font_face: 33
    wp_font_family: 12
    wp_navigation: 1
    wp_template: 2
    wpcode: 2 Security

    Secure connection (HTTPS): ?
    Hide errors from visitors: ? Active Plugins (15)

    a3 Lazy Load: por a3rev Software – 2.7.3
    All-in-One WP Migration Mega Extension: por ServMask – 1.57
    All-in-One WP Migration: por ServMask – 7.87
    Elementor Pro: por Elementor.com – 3.25.3
    Elementor: por Elementor.com – 3.25.8
    WPCode Lite: por WPCode – 2.2.3.1
    Pixel Caffeine: por AdEspresso – 2.3.3
    PW WooCommerce Gift Cards Pro: por Pimwick
    LLC – 3.15

    Really Simple Security: por Really Simple Security – 9.1.2
    Statify: por pluginkollektiv – 1.8.5
    WooCommerce.com Update Manager: por Automattic – 1.0.3
    WooPayments: por WooCommerce – 8.5.0
    WooCommerce: por Automattic – 9.4.2
    Yoast SEO: por Equipo Yoast – 23.9
    WPS Hide Login: por WPServeur
    NicolasKulka
    wpformation – 1.9.17.1 Inactive Plugins (0) Must Use Plugins (1)

    1&1 Product Subdomain: por 1&1 – 1.1.0 Settings

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

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

    Connected to WooCommerce.com: ?
    Enforce Approved Product Download Directories: –
    HPOS feature enabled: –
    Order datastore: WC_Order_Data_Store_CPT
    HPOS data sync enabled: – Logging

    Enabled: ?
    Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
    Retention period: 30 días
    Level threshold: –
    Log directory size: 2 KB WC Pages

    Base de la tienda: #1672 - /regalo
    Carrito: #1271 - /carrito - Contiene el shortcode [woocommerce_cart]
    Finalizar compra: #1273 - /finalizar-compra - Contiene el shortcode [woocommerce_checkout]
    Mi cuenta: ? La página no contiene el shortcode [woocommerce_my_account].
    Términos y condiciones: ? Página sin definir Theme

    Name: Hello Elementor
    Version: 3.1.1
    Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
    Child Theme: ? – Si estás modificando WooCommerce en un tema padre que no has creado personalmente
    te recomendamos utilizar un tema hijo. Ver: Cómo crear un tema hijo

    WooCommerce Support: ? Templates

    Overrides: – WooPayments

    Version: 8.5.0
    Connected to WPCOM: Si
    WPCOM Blog ID: 196766464
    Account ID: acct_1JVZ3z2HASTtzvkF
    Payment Gateway: Activado
    Test Mode: Desactivado
    Enabled APMs: card
    WooPay: No elegible
    Apple Pay / Google Pay: Activado (product,cart,checkout)
    Fraud Protection Level: basic
    Multi-currency: Activado
    Auth and Capture: Activado
    Documents: Activado
    Logging: Desactivado Pimwick Plugins

    PW WooCommerce Gift Cards Pro: License key: PW-611fd685e99ae
    Result: success
    Cached: 2024-11-20 Admin

    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    pattern-toolkit-full-composability
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    printful
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    launch-your-store

    Disabled Features: product-data-views
    experimental-blocks
    minified-js
    product-pre-publish-modal
    settings
    async-product-editor-category-field
    product-editor-template-system
    blueprint
    reactify-classic-payments-settings
    use-wp-horizon

    Daily Cron: ? Next scheduled: 2024-11-21 10:18:16 +02:00
    Options: ?
    Notes: 166
    Onboarding: completed Action Scheduler

    Cancelada: 1
    Oldest: 2024-11-05 14:47:22 +0000
    Newest: 2024-11-05 14:47:22 +0000

    Completo: 126
    Oldest: 2024-10-20 20:41:57 +0000
    Newest: 2024-11-20 14:21:39 +0000

    Fallida: 3
    Oldest: 2023-04-27 10:59:32 +0000
    Newest: 2023-08-08 16:17:55 +0000

    Pendiente: 1
    Oldest: 2024-11-21 11:12:41 +0000
    Newest: 2024-11-21 11:12:41 +0000 Status report information

    Generated at: 2024-11-20 16:32:57 +02:00
    `

    Thank you very much in advance!

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    Hi there!

    Thank you for sharing the system report. From what I can see, everything appears to be working fine. I also noticed that you mentioned speaking with the Gift Card plugin support team, who suggested increasing the PHP max size.

    To clarify, has the issue been resolved if you deactivate that plugin?

    The issue you’re facing seems to be related to a plugin conflict or a theme issue. Have you tried running a conflict test? Does the issue persist when only WooCommerce and WooPayments are active?

    For more details on how to run a conflict test, you can refer to this guide: How to Test for Conflicts.

    Let me know how it goes!

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