Oops, something went wrong. Please Try a Different Payment Method

Hey @vygon,

When a customer has gone to make a payment on our basket via credit card they are getting the following error message:

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

When you open the ticket could you please share the logs you mentioned and your current System Status Report with us? You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then pasting it in your message.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Kind regards,

• This reply was modified 2 years, 8 months ago by Martyn J. a11n.

Hi Matt

Thank you for coming back to me
Having tried to log the ticet on the woo commerce system I am getting an additional error message to say: System Status report is invalid or unsupported

Is there a support email address I can send the query and status log to?

Thank you

Hi, I have tried submitting a support request multiple times on the Support request for Woo Commerce but still getting the same error as above – please can a member of the team come back to me with next steps?

Thank you

Hello @vygon ,

Is there a support email address I can send the query and status log to?

We are unable to share an email address in this forum, unfortunately!

I have tried submitting a support request multiple times on the Support request for Woo Commerce but still getting the same error as above

Can you please make sure that you’ve copied the system status report correctly from the WooCommerce > Status page? It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

Hello @vygon,

Thank you for your response!

> Unfortunately I cannot even submit a ticket even without the report
>
> However, in the meantime please see a copy of the report below

Unfortunately, that’s not the System Status Report of your site. Kindly follow the steps below to access the Status Report.

You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it as part of the ticket.

Please see the attached screenshots for the steps:
1. https://d.pr/i/W0mdq1
2. https://d.pr/i/TUc6H3
3. https://d.pr/i/eEyFri

After copying the status report, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

I hope this helps!

Hi George

I have tried submitting this ticket again on via Woo Commerce, but now its saying:
Something went wrong and we couldn’t submit your ticket! Please try again.

Please find the log below from the above steps,
Can you look into this and come back to me with feedback on why our customer is experiencing issues?

Thank you

### WordPress Environment ###

WordPress address (URL): https://www.vygonvet.co.uk
Site address (URL): https://www.vygonvet.co.uk
WC Version: 6.6.0
REST API Version: ? 6.6.0
WC Blocks Version: ? 7.6.0
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: –
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: nginx/1.19.9
PHP Version: 7.4.29
PHP Post Max Size: 256 MB
PHP Time Limit: 298
PHP Max Input Vars: 10000
cURL Version: 7.68.0
OpenSSL/1.1.1f

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.16-MariaDB-1:10.5.16+maria~focal
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.6.0
WC Database Prefix: wp_
Total Database Size: 92.51MB
Database Data Size: 74.98MB
Database Index Size: 17.53MB
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wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
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wp_woocommerce_order_itemmeta: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
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wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_pmxi_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_images: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
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wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.14MB + Index: 0.14MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.13MB + Index: 0.38MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfconfig: Data: 1.38MB + Index: 0.00MB + Engine InnoDB
wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilemods: Data: 11.52MB + Index: 0.00MB + Engine InnoDB
wp_wfhits: Data: 1.02MB + Index: 0.05MB + Engine InnoDB
wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfknownfilelist: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflogins: Data: 0.17MB + Index: 0.06MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpr_rucss_resources: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wpr_rucss_used_css: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wusp_group_product_price_mapping: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wusp_role_pricing_mapping: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
wp_wusp_rules: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wusp_subrules: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_wusp_user_pricing_mapping: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_yoast_indexable: Data: 0.45MB + Index: 0.42MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.06MB + Index: 0.08MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB

### Post Type Counts ###

acf-field: 21
acf-field-group: 4
af_crt_order_rstrct: 1
attachment: 1330
bnfw_notification: 1
ct_template: 18
frm_form_actions: 8
frm_styles: 1
nav_menu_item: 41
oembed_cache: 3
page: 18
post: 15
product: 201
product_variation: 1102
resource: 23
revision: 146
search-filter-widget: 3
shop_order: 25
wp_global_styles: 1
wp-types-group: 1
wp-types-term-group: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (33) ###

Hydrogen Pack: by Clean Plugins – 1.4.0
Cart and Order Restrictions: by Addify – 1.0.1
Advanced Custom Fields PRO: by Delicious Brains – 5.12.2
FiboSearch - AJAX Search for WooCommerce (Pro): by FiboSearch Team – 1.18.0
Bison Grid - Cache Purge: by Bison Grid Ltd – 5.1.1
Bison Grid Custom Functionality: by Bison Grid – 1.0.0
Better Notifications for WP: by Made with Fuel – 1.8.11
Customer Specific Pricing for WooCommerce: by WisdmLabs – 4.6.4
Advanced Scripts: by Clean Plugins – 2.3.4
Flexible Checkout Fields: by WP Desk – 3.2.4
Formidable Forms Pro: by Strategy11 – 5.3.2
Formidable Visual Views: by Strategy11 – 5.2.1
Formidable Forms: by Strategy11 – 5.3.2
Imagify: by WP Media – 1.10
OxyExtras: by OxyExtras – 1.4.3
Oxygen Gutenberg Integration: by Soflyy – 1.4.1
Oxygen Elements for WooCommerce: by Soflyy – 2.0
Oxygen: by Soflyy – 4.0
Search & Filter Pro: by Code Amp – 2.5.11
Rank Math SEO PRO: by Rank Math – 3.0.14
Rank Math SEO: by Rank Math – 1.0.91
Simple History: by P?r Thernstr?m – 3.3.0
SVG Support: by Benbodhi – 2.4.2
User Role Editor: by Vladimir Garagulya – 4.62
Premmerce Permalink Manager for WooCommerce: by premmerce – 2.3.5
Braintree for WooCommerce Payment Gateway: by WooCommerce – 2.6.5
WooCommerce: by Automattic – 6.6.0 (update to version 6.6.1 is available)
Wordfence Security: by Wordfence – 7.5.11
WP All Export Pro: by Soflyy – 1.7.8
WP All Import Pro: by Soflyy – 4.7.3
WP Mail SMTP: by WPForms – 3.4.0
WP Rocket: by WP Media – 3.11.3
WP All Import - WooCommerce Import Add-On Pro: by Soflyy – 3.3.1

### Inactive Plugins (7) ###

FG Drupal to WordPress Premium: by Frédéric GILLES – 2.14.1
ShortPixel Image Optimizer: by ShortPixel – 5.0.1
Smart Slider 3 Pro: by Nextend – 3.4.1.17
Variation Swatches for WooCommerce: by Emran Ahmed – 2.0.1
Variation Swatches for WooCommerce - Pro: by Emran Ahmed – 1.1.18
WooCommerce Dynamic Pricing: by Element Stark – 3.1.24
Yoast SEO: by Team Yoast – 19.1

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: ?
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
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: –

### WC Pages ###

Shop base: #120 - /products/
Basket: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.
Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
My account: ? Page does not contain the [woocommerce_my_account] shortcode.
Terms and conditions: #3895 - /terms-conditions/

### Theme ###

Name: Twenty Twenty-One
Version: 1.3 (update to version 1.6 is available)
Author URL: https://en-gb.www.ads-software.com/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build
personally we recommend using a child theme. See: How to create a child theme

WooCommerce Support: ?

### Templates ###

Overrides: –

### Braintree (Credit Card) ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Save to Log

### Braintree (PayPal) ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Off

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-06-22 15:26:24 +00:00
Options: ?
Notes: 22
Onboarding: completed

### Action Scheduler ###

Complete: 1,703
Oldest: 2022-05-23 09:11:02 +0000
Newest: 2022-06-22 13:28:03 +0000

Pending: 5
Oldest: 2022-06-23 00:09:03 +0000
Newest: 2022-07-19 00:00:07 +0000

### Status report information ###

Generated at: 2022-06-22 14:55:19 +00:00

Hi @vygon

Thanks for the System Status Report.

I have tried submitting this ticket again on via Woo Commerce, but now its saying:
Something went wrong and we couldn’t submit your ticket! Please try again.

We did have an outage briefly earlier in the week but this was resolved on the same day.

With payment gateway issues it is generally best not to send logs on a public forum.

So I have sent an email from our system with the subject line “WooCommerce.com Support Request – Braintree for WooCommerce” to the public email address on your website, veterinary@.... The ticket reference number is 5319564.

If you can reply to that we can assist you further from there.

Hi Abhi

Thank you for coming back to me, and for confirming the issue of the system outage.
I’ll chase up the email with our support team who has access to the veterinary@ box.

Regarding logs, I take your point about sharing,
However, I’d like to point out that I highlighted the issue with logging the ticket your team on this thread a few times, and then a member of your team advised to:

It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

Seems a poor service if your team is advising people incorrectly.

Please can I ask that a member of the team running this forum edits this thread to remove the logs.

Thank you

Hi @vygon

Thanks for your reply. If you can reply to the email then we can assist you further there.

For the second point you mentioned

Regarding logs, I take your point about sharing,
However, I’d like to point out that I highlighted the issue with logging the ticket your team on this thread a few times, and then a member of your team advised to:

It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

I should have been a bit clearer in my wording.

I can see my colleague referred to the System Status Report and also any issues you might be seeing with submitting a ticket.

What I was referring to was the logs of the transactions, which are more likely to include sensitive or personal information, hence not sharing in a public forum.

I could have worded that more clearly here – sorry about that!

Hi Abhi

Thank you for coming back to me, we have received the email and replied,
If a member of the team could come back to us quickly that would be much appreciated.

In the meantime, please can you remove the logs from the above thread?
Please confirm when done.

Thank you

@vygon your posted system status does not contain any sensitive data

see forum FAQ