Payment success but order failed.

Hi @hawrategdar

I understand that the payment is being successful, yet the order shows as failed in WooCommerce, and this is happening with many customers.

We would need a little more information to better understand the issue.

1. Which plugin(s) are you employing for payments?

2. Which payment method and which payment gateway (such as PayPal, Stripe, etc.) is being used?

3. Are you seeing any order notes? If yes, please share a screenshot.

* We recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on that page, then paste the URL in this thread.

It would be best if you can share a copy of your site’s System Status. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

Hi @margaretwporg

I’m using Gate-e plugin https://snipboard.io/ULn72G.jpg
and this is the order note: https://snipboard.io/3eTGiS.jpg

### WordPress Environment ###

WordPress address (URL): https://tegdarco.com
Site address (URL): https://tegdarco.com
WC Version: 6.5.1
REST API Version: ? 6.5.1
WC Blocks Version: ? 7.4.3
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.1
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: ar
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.33
PHP Post Max Size: 20 MB
PHP Time Limit: 300
PHP Max Input Vars: 1000
cURL Version: 7.84.0
OpenSSL/1.1.1q

SUHOSIN Installed: –
MySQL Version: 5.7.39
Max Upload Size: 20 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.5.1
WC Database Prefix: wp_
Total Database Size: 199.57MB
Database Data Size: 186.98MB
Database Index Size: 12.59MB
wp_woocommerce_sessions: Data: 2.02MB + Index: 0.05MB + Engine InnoDB
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wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wc_order_stats: Data: 0.13MB + Index: 0.14MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wfblockediplog: Data: 0.42MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
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wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_wfhits: Data: 2.02MB + Index: 0.23MB + Engine InnoDB
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wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wapo_addons: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wapo_blocks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 126
custom_css: 2
elementor_font: 1
elementor_icons: 1
elementor_library: 39
elementskit_template: 4
envato_tk_import: 1
nav_menu_item: 10
page: 26
polylang_mo: 2
post: 11
product: 34
product_variation: 50
revision: 1561
shop_coupon: 36
shop_order: 930
wapf_product: 1

### Security ###

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

### Active Plugins (29) ###

Polylang: by WP SYNTEX – 3.2.4
Gravity Forms: by Gravity Forms – 2.6.1.3
All-in-One WP Migration: by ServMask – 7.61
Code Snippets: by Code Snippets Pro – 3.1.0
Polylang Connect for Elementor: by Creame – 2.0.8
Controlled Admin Access: by WPRuby – 1.5.12
Disable Gutenberg: by Jeff Starr – 2.7
Elementor Pro: by Elementor.com – 3.7.1
Elementor: by Elementor.com – 3.6.5
ElementsKit Lite: by Wpmet – 2.6.0
ElementsKit Pro: by Wpmet – 2.6.7
Essential Addons for Elementor - Pro: by WPDeveloper – 5.1.0
Essential Addons for Elementor: by WPDeveloper – 5.1.2
Gate-E WooCommerce: by Gate-E – 2.1
Elementor Header & Footer Builder: by Brainstorm Force
Nikhil Chavan – 1.6.10

Polylang for WooCommerce: by WP SYNTEX – 1.6.3
Premium Addons for Elementor: by Leap13 – 4.9.17
Pricing Table by Supsystic: by supsystic.com – 1.9.7
Template Kit Import: by Envato – 1.0.14
Theme and plugin translation for Polylang (TTfP): by Marcin Kazmierski – 3.2.13
Unlimited Elements for Elementor (Premium): by Unlimited Elements – 1.5.0
CURCY - Multi Currency for WooCommerce: by VillaTheme – 2.1.16
WooCommerce: by Automattic – 6.5.1 (update to version 6.8.2 is available)
Wordfence Security: by Wordfence – 7.5.10
WordPress Importer: by wordpressdotorg – 0.7
WP Calorie Calculator: by Belov Digital Agency – 3.0.5
WP Fastest Cache: by Emre Vona – 1.0.1
WP SVG Images: by ShortPixel – 4.0
YITH WooCommerce One-Click Checkout Premium: by YITH – 1.6.4

### Inactive Plugins (5) ###

Advanced Database Cleaner PRO: by Younes JFR. – 3.1.7
Akismet Anti-Spam: by Automattic – 4.2.4
Hello Dolly: by Matt Mullenweg – 1.7.2
Premium Addons PRO: by Leap13 – 2.7.9
Redirection: by John Godley – 5.2.3

### Dropin Plugins (1) ###

maintenance.php: maintenance.php

### Must Use Plugins (1) ###

Elementor Safe Mode: by Elementor.com – 1.0.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: SAR (?.?)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 3
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: #81 - /shop/
Cart: #82 - /cart/
Checkout: #83 - /en/checkout/
My account: #84 - /my-account/
Terms and conditions: #6789 - /%d8%a7%d9%84%d8%b4%d8%b1%d9%88%d8%b7-%d9%88%d8%a7%d9%84%d8%a7%d8%ad%d9%83%d8%a7%d9%85/

### Theme ###

Name: astra child
Version: 1.0.0
Author URL: https://wpastra.com/about/
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 3.8.2 – 3.9.1 is available
Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
WooCommerce Support: ?

### Templates ###

Overrides: –

### WC Pages Translations ###

Shop base: ? Missing translation: English
Cart: ?
Checkout: ?
My account: ? Missing translation: English

### Action Scheduler ###

Complete: 1,764
Oldest: 2022-07-29 14:34:24 +0300
Newest: 2022-08-29 09:37:26 +0300

Failed: 2
Oldest: –
Newest: –

### Status report information ###

Generated at: 2022-08-29 09:48:24 +03:00

Hi @hawrategdar

Thank you for sharing the screenshots and your website’s System Status Report.

I would suggest reaching out to the support of Gate-E WooCommerce plugin, and they are in the best position to help you resolve the failed payment issue since they have developed the integration with WooCommerce.

I hope this helps.