murrayelliot2

Thank you @rpetersen29

I’ve reactivated it now (sorry, had deactivated whilst debugging another issue)

Actually… I’ve now had two orders in the last two weeks which have been marked as timed out/cancelled in WordPress, but payments were taken (1.0.5). The completely failed orders continues to be almost daily.

I only had that once (with 1.0.4) I’ve not seen it with 1.0.5, that sounds like a nightmare. I’m regularly checking declined payments though, ever since, especially the ones marked as timed out. Still getting orders coming through with no Billing name though, so clearly there’s a disconnect in the how the code handles the callbacks.

I had something similar with the latest plugin, except in my example, the customers card was declined (that much was recorded in MYST), but there was no feedback at all into wordpress, no order notes at all and the customer got an error which said “Please check the Trust Payment Fields”…. wtf?

Very very very unhelpful to all concerned.

@billymir , I think it’s a failure somewhere in the service chain, there’s probably a few points of failure, but only TP can tell us what those might be. Nobody has change control access to my website, I’m a control freak that way ??

So many variables on wordpress – different plugins, different themes etc. I keep my site very light on both to minimise the risk of conflict.

Your issue sounds horribly bad. Can you replicate it in a test environment?

@smilnex Thanks, but I use the same username and password on live and staging (obviously a different site reference). I haven’t had a “timed out” error since the 9th, not sure what’s changed, but nothing I’ve done.

Hello. @illustratedigital

That log checkbox is only available if live mode is disabled. This is a live site.

I’m not quite sure how we are expected to debug live transaction issues in this case? Surely we need to be able to switch on transaction debugging in a live environment for such cases?

(Just an observation that the old plugin did in fact allow this… no idea why it was removed as it was useful!)

• This reply was modified 3 years, 5 months ago by murrayelliot2.

Hi @pmakabenta

Thank you for your prompt response.

The maintenance page we created with your tool does not show in most cases, but it does show if a user gets blocked by wordfence, then they see the page when they try to log in.

Yes, the plugin is deactivated AND uninstalled.

Hi @ryangfni I wonder if you would share your thoughts on this? I’m using a stock wordpress/woocommerce/hestia install with a variety of plugins and while the iFrame works most of the time, there are occasions when it doesn’t load and any tips from someone who has done the diagnosis would help the rest of us who perhaps aren’t as technically au fait with the inner workings of wordpress.

Please note I can reproduce this fairly reliably by just refreshing the checkout page a few times. It feels like a timeout somewhere is too short.

Every now and then the Card number, Expiration date and Security code fields do not appear.
The text in the dark grey box simply says:

Enter your credit/debit card details
Save payment information to my account for future purchases

Loading payment details…

A refresh seems to correct this, but if it’s going to happen regularly, it will put customers off. What can possibly prevent the payment details sections from loading in a timely enough manner? What debugging can I do to find out what is going on here?

It looks similar to the problem @ryangfni was experiencing a week ago. Was their problem resolved?

I see there’s a new release fixing all of these issues. Thanks for the quick turnaround. I will test these out thoroughly over the weekend.

Hi @illustratedigital

Trust payments got me to the bottom of the issue in that I had a carriage return in the “Description” field. This has now been resolved by me removing the CR, but the jquery append call needs better input validation to prevent breakage.

However there is a new issue in that the “KEY” parameter is missing from the redirect to the order-receieved page which prevents it from displaying order details to the customer.

i.e. instead of something like this:
<url>/checkout/order-received/7199/?key=wc_order_p1g3RvjSXCQrd

it is redirecting to:
<url>/checkout/order-received/7199/

Which then displays no details at all to the customer.

https://docs.woocommerce.com/document/woocommerce-endpoints-2-1/
presumably it should be using this call:
https://woocommerce.wp-a2z.org/oik_api/wc_orderget_checkout_order_received_url/
But appears not to be.

• This reply was modified 3 years, 6 months ago by murrayelliot2.

I’ve been getting some response from the support via email, although it’s running at a rate of about an email a day. Our live site has now been restored using the old plugin and the new plugin is still non functional.

I would advise you test and test and test again before going anywhere near production (and make sure they don’t change your production site over to 3DSV2 before you’re ready – that’s what happened to us.)

And today, now our live site is not processsing payments. This has been a horrible experience so far, we now have a non-functional test site and a non-functional production site, and support emails are being dealt with at a rate of 1 per day.
Can someone please call me and talk to me? It would be much, much quicker and easier to resolve online than by what feels like postal mail.