Keep losing Authentication

Can anyone please help? I disconnected and reconnected and it happened again. I am constantly losing sales because of this.

Hi @paradox1981 ,

Greetings from WebToffee Support!

We’re sorry to hear about the issue you’re facing with Stripe authentication and the impact it’s having on your sales. To help us investigate and resolve the problem, could you please provide the following details:

Stripe OAuth Log File

• Navigate to WooCommerce > Status > Logs and locate the wt_stripe_oauth log file.

WooCommerce System Status Report

• Go to WooCommerce > Status > Get system status report , and copy the details.
• This report provides essential insights into your site environment and configurations.

Since the requested information contains sensitive data, we kindly request you to securely share it using this link. Looking forward to your response.

Hi,

I have submitted the requested information but I am not sure if its going through properly. Please let me know if you received it.

HI @paradox1981,

It seems we haven’t received the details yet. Could you kindly share them with us again?

I press submit, it says please wait and then its back on submit again. Please advise!

I have gathered the information and submitted many times. Please let me know if you received it now.

On another note, my Stripe Checkout is now asking for the phone number. It didnt before. Could you tell me how not to have it ask for the phone number?

can someone please help. The plugin has become near useless to me. I try attaching the relevant information but it is not getting through to you.

HI @paradox1981,

We will verify whether the details you provided have been successfully received. In the meantime, I recommend that you consider switching to the API method until we can offer a solution, ensuring that payments on your site remain uninterrupted.

To switch to the API method, simply disconnect from the Stripe App, and you will see the fields for the API. If you don’t see these fields, it may be because you installed the plugin right after version 4.0. In that case, you can revert to our version prior to 4.0 to access the API key input fields.

Hi @paradox1981,

We’ve reviewed the logs and haven’t found any specific failed orders on our end. However, we recognize that the intermittent disruptions have caused inconvenience. We’re committed to improving the reliability of the new API to minimize such occurrences.
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As part of our investigation, we have examined the requests originating from your websites to our Stripe application and found no issues with the generation of refresh tokens. Additionally, we observed that there are no further logs available in the Stripe dashboard.

Regarding the order cancellations, please double-check your WooCommerce settings, especially the “Hold stock for unpaid orders” setting. Adjusting this setting can help prevent unintended cancellations, particularly for delayed payment methods.

We will soon release an update including some improvements to our plugin. You can take the update once it is available.