Subscriptions user with valid token fails

Hi @rogerrwl!

Thanks for reaching out to us, happy to help out here. ??

Does the token in their user profile on your site match the token that’s in their profile on the Braintree side of things?

Additionally, did the users change their payment method recently? If so, did they properly associate the new payment method with their subscription? This is not automatic when adding a new payment method:

https://docs.woocommerce.com/document/subscriptions/customers-view/#section-11

Thanks for any other details here!

Julie ??
SkyVerge

Thanks for the help!

The Customer ID and token match. I migrated our customers from WHMCS (using Braintre) to Woocommerce and your plugin. Only 2 out of 160 have this problem.
I did create a new account for one of the problem customers and assigned the exact same Customer ID and token and it will charge through Woocommerce. There must me something about these 2 customer records (other than token) that interfere with attempting to make a transaction with Braintree and only returning “Braintree (Credit Card) Payment Failed (Subscription Renewal: payment token is missing/invalid.)”

Hi @rogerrwl!

Well now, that’s certainly interesting.

Could I get you to please open up a support request with us here:

https://skyverge.com/contact

Please include your system status so I can get a better idea of what might be going on. You can grab it by going to:

WooCommerce > Status?and clicking on?Get system report.

I’d like to dig deeper here and perhaps get one of our engineers involved.

Thanks so much!

Julie ??
SkyVerge

I am having the same problem. I have one customer with this issue. Here is what I have identified so far.
Her credit card expired in April, her subscription processed and her payment was declined, it was also declined on two subsequent 12hr retries. Here is the error reject from those three rejections.

Braintree (Credit Card) Payment Failed (Status code 2046: Declined (51 : DECLINED) Transaction ID XXXXXXXX) Order status changed from Pending payment to Failed.

Then she updated her credit card and this is the new rejection which happened 3 times on 12hr retries:

Braintree (Credit Card) Payment Failed (Subscription Renewal: payment token is missing/invalid.) Order status changed from Pending payment to Failed.

So after these three additional tries, the order ended up in the failed status after this and her subscription was automatically put on hold. I didn’t notice this, and it remained on hold until she contacted yesterday wondering where her subscription was. I couldn’t figure out what happened, so I had her remove her original credit card and add a new one. I am still getting the same token missing/invalid response when I process a renewal under the new card.

The token in Woo matched the Braintree token before I had her change the card. It also matches after the new card, but it is a different token. I can see on Braintree the first three rejections on 4/23 and 4/24, but I do not see the token missing/invalid rejections on Braintree. So Woo must be stopping the transaction before it is even sent to the processor.

The original transactions were April 23-25th, and the new transactions were today.

I found this link which describes the same issue happening with the square plugin. That developer stated it was fixed, perhaps you can get some additional information from him. https://www.ads-software.com/support/topic/missing-payment-token/

Hi @kaffn8admin!

Thanks for chiming in here! ??

Can you please confirm that your user has associated the new payment method with the subscription by following the instructions here?

https://docs.woocommerce.com/document/subscriptions/customers-view/#section-11

If so, would you please go to your WooCommerce > Settings > Payments > Braintree page and enable debug mode? Please use Save to Log as the method so that we can take a closer look here.

Thanks so much!

Julie ??
SkyVerge