No IP Address Supplied

  • Resolved Aquarion

    (@aquarion)


    7 months, 1 week ago

    Since updating to the new checkout experience, any users who try to check out are getting “Invalid IP address” errors when they try to check out with Stripe, which is accurate, as in the Stripe logs, I see:

      "mandate_data": {
    "customer_acceptance": {
      "type": "online",
      "online": {
        "user_agent": "WooCommerce Stripe Gateway8.2.0; https://tickets.carcosadreams.com",
        "ip_address": ""
      }
    }

    Is there a way I can make sure that is set?

    The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @aquarion

    Does this happen when your customer pays with a card or uses express checkout options like Apple Pay or GPay? Does it work with the legacy checkout experience?

    Also, are you currently using any cache plugin or CDN that could potentially interfere with your customer session and origin?

    To have a better understanding of the exact issue you are experiencing, please can you share a copy of the following:

    • System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
    • Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs. (make sure you’ve enabled debug mode in the Stripe setting)

    You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

    Additionally, head over to WooCommerce → Status → Tools, and do the following:

    • WooCommerce transients – Clear
    • Expired transients – Clear
    • Clear template cache – Clear
    • Capabilities – Reset Capabilities
    • Clear customer sessions -Clear
    • Product lookup tables – Regenerate
    • Regenerate the product attributes lookup table – Regenerate

    Next, please clear your browser cache and check again.

    If this makes no difference, you can run a conflict test to help you identify the cause of the issue. More info: https://woocommerce.com/document/how-to-test-for-conflicts/

    Let us know how that goes for you. Looking forward to hearing from you soon.

    Thread Starter Aquarion

    (@aquarion)

    • This doesn’t happen with the Legacy Checkout Experience
    • This is only with card payments, we don’t accept g-pay/applepay
    • No CDNs or Caches currently applied (I disabled Cloudflare to check)
    • System Report: https://paste.mozilla.org/uhHt7eM3
    • No fatal error log
    • Clearing those caches has not fixed it.

    Hey, @aquarion!

    Thank you for the information.

    Can you please share a screenshot of what you see on WooCommerce > Settings > Payments > Stripe > Settings > Account details?

    Were you able to run the conflict test my colleague suggested? If not, let me share more information on it.

    To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.

    If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.

    — Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.

    — Also, you can consider using a plugin like Health Check & Troubleshooting. This is a plugin developed by the WordPress community and it is helpful to disable plugins without affecting your current site visitors.

    — It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.

    You can find more about this in this guide.

    Please let us know about your findings.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter Aquarion

    (@aquarion)

    View post on imgur.com

    Settings page as above, I’ll go through the plugins and theme and see if it’s a problem now I’ve got a test site.

    • This reply was modified 7 months, 1 week ago by Aquarion.
    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @aquarion,

    Settings look ok (I assume you’ve just enabled the test mode recently to try placing test orders yourself, correct?).

    Please keep us posted with the conflict tests results. Here if you need us!

    Cheers!
    -OP

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi there ?? ,

    We haven’t heard from you in a while; this is to check if you’ve been able to proceed with the troubleshooting steps provided before and if you still need help.

    Thanks!
    -OP

    Hi

    I’ve updated the plugin “WooCommerce Stripe Gateway” from v8.4.0 to v8.8.0 and getting error as “Payment failed: Invalid IP address. Order status changed from Pending payment to Failed.” whenever I try to process the payment.
    However, if I turn on the “Legacy checkout experience” it works fine.

    Please help/guide what could be the issue.

    2hmgcc

    (@2hmgcc)

    We are using Stripe version 8.7.0 on our live site, where our client is encountering the same “Invalid IP address” issue when the new checkout is enabled. This issue does not occur with the legacy checkout. I am also attempting to replicate it on the staging site in test mode but haven’t been able to do so. I’m wondering if this issue only arises on the live mode. Is there any specific way or steps to replicate it on the staging site while using the test mode?

    Additionally, our client is facing this issue in the USA, while we are testing it on the staging site from India.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @abhishekverma28, @2hmgcc,

    Sorry to hear that you are experiencing a similar issue.

    We want to dive deeper into this one. Since every setup is unique, kindly?create a new topic?so we can look further into this issue and assist you properly.?This will also help us follow the?forum guidelines.

    All the best and hopefully, the issue will be fixed soon.

    Cheers!

    2hmgcc

    (@2hmgcc)

    @rajeshml

    Here is the new topic https://www.ads-software.com/support/topic/payment-failed-invalid-ip-address-with-the-new-stripe-checkout/#new-topic-0

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello 2hmgcc,

    Thank you for creating a new topic.

    I have responded to you over there and we’ll carry out further troubleshooting in the new thread.

    Appreciate your cooperation. ??

Viewing 11 replies - 1 through 11 (of 11 total)
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