Orders with Bankcard failed

Hi there @kambro ??

Thanks for reaching out about this. Let’s troubleshoot it together!

Since a week, all orders with bankcard (via Stripe) fail.
[…]
With Paypal and Bancontact the payment is successful.

I went ahead with visiting the site at https://librairiedamase.com, and I understand that, since a week, credit card orders are not coming through, and a message appears. Correct?

Linked here is a screenshot of the Checkout page’s payment methods, for reference.

Just to clarify, did you already have a chance to enable?Debug mode?in the Stripe extension’s?advanced setting,?to allow error logging for troubleshooting this, or otherwise?

If yes, kindly share the logs of the past few days, when orders were attempted with card as a payment option, for further investigation. Otherwise, make sure logging is enabled, and proceed with a test order, and share that log.

Additionally, could you please provide us with a screenshot of the Account details section, as showcased here, so that we can check that base also?

We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

Thank you for your answer.

I went ahead with visiting the site at?https://librairiedamase.com, and I understand that, since a week, credit card orders are not coming through, and a message appears. Correct?

Yes, correct.

Just to clarify, did you already have a chance to enable?Debug mode?in the Stripe extension’s?advanced setting,?to allow error logging for troubleshooting this, or otherwise?

No, unfortunately. But I turned it on, and I tried myself to proceed to an order : same failing.

I’m a little afraid of communicating the logs where our customers’ data is located (email address, etc.). So I have cleaned the text of any confidential data. Please tell me if I deleted too much. Here the log : https://codeshare.io/yNorP0

Strange thing : another order also made with credit card was successful. And that happened two hours before my latest testing. It concerns precisely the first order you can see in the log.

Here the asked sreenshot :

Thank you once again for your help.

Best regards.

Kambro

Hi @kambro,

Thanks for sharing additional information.

From the logs you’ve shared show multiple attempts to process some payments. Each attempt includes a payment intent request to Stripe with the necessary details, including customer information, order details, and shipping address. However, the logs do not show any clear errors or issues with these requests.

To troubleshoot the issue further, can you share a screenshot of your Stripe settings, especially the “Customer bank statement” section?

For screenshots, you may use https://snipboard.io – please follow the instructions on that page, then paste the URL in this thread.

In the meantime, you can run a conflict test to help you identify the cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

Let us know how that goes for you.

Hello,

Here is the screenshot. (Thank you for the tip of Snipboard. Very quick !)

I’m going to test the conflict.

?? hey @kambro

Here is the screenshot. (Thank you for the tip of Snipboard. Very quick !)

You are welcome, thank you for the screenshot ??

I’m going to test the conflict.

We look forward to your response. In the meantime, I noticed in the screenshot shared here, the webhooks report an issue since 2023.

It is strongly recommended to go ahead with setting them anew (again), as detailed here.

Please let us know if you have any further questions or concerns.

• This reply was modified 1 year ago by anastas10s. Reason: typo

I created a new Webhook and it seems with success :

The orders with Bankcard are always failing.

I tested it with a non-connected account : the order was successful.

I go further to test the conflict with plugins (long work!).

Hey, @kambro!

Thanks for the information. Please let us know about your findings once you complete the conflict test. We understand it is a lot of work, but it will hopefully help us find what is causing the issue.

Looking forward to your reply.

Have a wonderful day!

I deactivated all plugins except WooCommerce and Stripe Payment: the problem persists.

Hi @kambro,

I deactivated all plugins except WooCommerce and Stripe Payment: the problem persists.

Were you also able to temporarily switch to a default theme to rule out any fully any conflicts between the plugins and your theme?

Yes, I switched on Storefront.

I use normaly the Oxygen builder who dont use theme.

Hi there @kambro,

Yes, I switched on Storefront.

I understand you changed your theme to the default Storefront theme but the issue persists, is that correct?

Let’s take a few steps back to this point

I tested it with a non-connected account : the order was successful.

Could you please share more details on what you meant with a non-connected account? This could help us in understanding all the tiny details about the issue.

Looking forward to your reply.

Thank you for your answer.

I understand you changed your theme to the default Storefront theme but the issue persists, is that correct?

Yes, it is.

Could you please share more details on what you meant with a non-connected account??

Please forgive me for my bad English. I wanted to say that the payment is successful when I pay for order being logged out (without login).

Hi again @kambro,

Thanks for sharing more details on this.

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

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.

Good morning,

As you asked, I contacted the WooCommerce service with the link to this thread. First response from the Bot: it asks me to provide all the information I’ve already given you here on this thread.
At the same time, we had another problem with a plugin (gift-card pro): the developer of this plugin solved it, but unfortunately for us, the WooCommerce service replied that the payment problem came from this Gift-card pro plugin and cleared itself of the matter.
I replied that I had tested payment after deactivating ALL PLUGINS except WooCommerce and WooCommerce Stripe Gateway, and that I had deactivated our theme and activated Storefront. The payment bug is still present. No further response from support…
In the meantime, customers are complaining, and I’ve just tried again a payment after updating to WooCommerce 8.6.1: still the same bug.
Have a great day.

• This reply was modified 1 year ago by kambro.

Hey, @kambro!

I understand this is a frustrating situation.

As I understand you already replied on the ticket explaining that the issue persisted after a conflict test, correct?

Our team will reply as soon as possible there, as to move further we might need to check sensitive information which we cannot do on the public forum.

In the meantime, if there’s anything else we can do to help, please let us know.

Have a wonderful day!