Renewal payments issue

  • Resolved swte

    (@swte)


    2 years, 1 month ago

    We are using WooCommerce Subscriptions with Braintree for WooCommerce Payment Gateway. Our subscribers subscribed one year ago ot a yearly package, however we get the following error message for almost all renewal payments:

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

    It seems the plugin didn’t save the payment method for most of our customers when the parent order has been created. Now renewal orders fail. Can we fix this somehow?

Viewing 6 replies - 1 through 6 (of 6 total)

  • Hi @swte

    To help you investigate, please provide us with the following information:

    Site’s System 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 here in your response.

    Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs 

    Thread Starter swte

    (@swte)

    Can I share them privately? This data is not really for public

    • This reply was modified 2 years, 1 month ago by swte.
    • This reply was modified 2 years, 1 month ago by swte.

    Hi,

    Depending on the site configuration, the solution might vary, I understand your point that this is a public forum, that is a valid feedback.

    I’d suggest sending the System report using a service like https://pastebin.com/ and send us the link generated (please keep the link alive during some days while we check), please note, the system report does not have sensitive information, you can redact the site URL if you would like to keep it private.

    Thanks.

    Thread Starter swte

    (@swte)

    Okay, I just pasted it: https://pastebin.com/GEHBwznV

    There are no fatal errors in log

    Thanks!

    Howdy @swte

    Thank you for reaching back, with further information on this.

    Just to note, a few things that stand out when investigating the site’s System Status Report (SSR):

    • WooCommerce version is 7.1.1, while the most current one is 7.3
    • WooCommerce database version is 6.8.0 (kindly update it via WooCommerce > Status > Tools > Update database)
    • WooCommerce Subscriptions version is 3.1.6 (released on 2021-10-06), with the most current one being 4.7.0
    • There is a Subscriptions Template Theme Overrides: xxxxxxxx/woocommerce/checkout/recurring-totals.php
    • Integration for Szamlazz.hu & WooCommerce: by Viszt Péter – 5.7 is tasked with saving the Braintree credit card & Braintree PayPal arrays
    • Both Braintree credit card & Braintree PayPal have debugging set to OFF

    My suggestion would be to double-check all dependencies, for receiving and registering payment methods, update all software parts, and run a test subscription, to verify that everything is registered/stored where it is expected.

    I trust that points you in the right direction, but if you have more questions, let us know. We’re happy to help.

    Plugin Support Gabriel – a11n

    (@gabrielfuentes)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 6 replies - 1 through 6 (of 6 total)
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