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Resolved Hamilton-Brown
(@hamiltonbrownfarringdon)

3 years ago

Hi Guys,

I’m having an issue with the 3DSecure popup where it won’t show on the checkout page (I’ve noticed a few others with something similar recently). It’s only a recent issue over the last few weeks, so I presume it’s update related with either WooCommece or the Stripe Gateway plugin.

When using a 3DS card, and pressing the place order button the checkout process hangs for a bit and then it just redirects to the home page. It pushes the order info into the # of the URL and there is no indication of whether an order has failed or completed. Orders will stay as Pending rather than processing through to the next status as the user isn’t able to process the 3DS, but they don’t come through as declined.

There are no console errors or debug errors showing, and nothing showing in the logs to indicate an issue.

On other payment screens (e.g. not the checkout) it works fine so that suggests to me that it is a conflict issue, and when I swap out the theme for Storefront, again no issue which suggests it’s the theme rather than plugins etc.

Any suggestions of where I might go next in terms of isolating the issue? Or is it a case of pulling apart any scripts that I have running on the checkout page one-by-one. I didn’t know if there’s a more logical way to approach it, or anything that jumps out as to what is happening?

Thanks in advance!

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

Viewing 4 replies - 1 through 4 (of 4 total)

(@judagutor)

There could be various things happening; it is a good thing you narrowed it to a conflict, most likely with your current theme.

To know more about your setup and point you in the right direction, kindly provide us your System Status; you can find it via WooCommerce > Status. Select ‘Get system report’ and then ‘Copy for support’. Once you do this, paste in here your response.

Thanks!

Thread Starter

Hamilton-Brown

(@hamiltonbrownfarringdon)

3 years ago

Hi Juan,

Thanks for your response! Here’s the System Status report:


### WordPress Environment ###

WordPress address (URL): https://dev.store.bdo.hamilton-brown.digital
Site address (URL): https://dev.store.bdo.hamilton-brown.digital
WC Version: 6.3.1
REST API Version: ? 6.3.1
WC Blocks Version: ? 6.9.0
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.2.1
Log Directory Writable: ?
WP Version: 5.9.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.28
PHP Post Max Size: 200 MB
PHP Time Limit: 30
PHP Max Input Vars: 3000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.1.48-MariaDB-0ubuntu0.18.04.1
Max Upload Size: 100 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.3.1
WC Database Prefix: PkcnpK_
Total Database Size: 38.97MB
Database Data Size: 24.32MB
Database Index Size: 14.65MB
PkcnpK_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_woocommerce_order_itemmeta: Data: 0.11MB + Index: 0.09MB + Engine InnoDB
PkcnpK_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_actionscheduler_actions: Data: 0.06MB + Index: 0.13MB + Engine InnoDB
PkcnpK_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_actionscheduler_logs: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
PkcnpK_advanced_notifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_advanced_notification_triggers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_comments: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
PkcnpK_followup_coupons: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_coupon_logs: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_followup_customers: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_followup_customer_carts: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_customer_notes: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_customer_orders: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_followup_email_excludes: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_followup_email_logs: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_followup_email_orders: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
PkcnpK_followup_email_tracking: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
PkcnpK_followup_followup_history: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_followup_order_categories: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_order_items: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_followup_subscribers: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_subscribers_to_lists: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_followup_subscriber_lists: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_gf_draft_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_gf_entry: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_gf_entry_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_gf_entry_notes: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_gf_form: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_gf_form_meta: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
PkcnpK_gf_form_revisions: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_gf_form_view: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_gf_rest_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_options: Data: 2.09MB + Index: 0.08MB + Engine InnoDB
PkcnpK_postmeta: Data: 9.52MB + Index: 11.06MB + Engine InnoDB
PkcnpK_posts: Data: 0.34MB + Index: 0.13MB + Engine InnoDB
PkcnpK_redirection_404: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_redirection_groups: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_redirection_items: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
PkcnpK_redirection_logs: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_usermeta: Data: 0.34MB + Index: 0.11MB + Engine InnoDB
PkcnpK_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_wc_admin_notes: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wc_product_meta_lookup: Data: 0.05MB + Index: 0.09MB + Engine InnoDB
PkcnpK_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_wfconfig: Data: 1.33MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wffilemods: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfhits: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_wfknownfilelist: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wflogins: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
PkcnpK_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
PkcnpK_wfstatus: Data: 0.13MB + Index: 0.11MB + Engine InnoDB
PkcnpK_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wpmailsmtp_debug_events: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
PkcnpK_yoast_indexable: Data: 0.16MB + Index: 0.16MB + Engine InnoDB
PkcnpK_yoast_indexable_hierarchy: Data: 0.05MB + Index: 0.05MB + Engine InnoDB
PkcnpK_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
PkcnpK_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
PkcnpK_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB

### Post Type Counts ###

acf-field: 181
acf-field-group: 31
attachment: 30
follow_up_email: 1
gated: 17
nav_menu_item: 18
oembed_cache: 1
page: 20
product: 22
product_variation: 85
revision: 132
shop_coupon: 1
shop_order: 68
shop_order_refund: 5

### Security ###

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

### Active Plugins (21) ###

ManageWP - Worker: by GoDaddy – 4.9.13
Advanced Custom Fields: Gravityforms Add-on: by Danny van Holten – 1.2.10
Admin Menu Editor: by Janis Elsts – 1.10
Advanced Custom Fields PRO: by Delicious Brains – 5.12
Classic Editor: by WordPress Contributors – 1.6.2
Crafty Clicks Postcode Lookup: by Crafty Clicks – 1.2.11
Duplicate Page: by mndpsingh287 – 4.4.8
Google Tag Manager for WordPress: by Thomas Geiger – 1.14.2
Gravity Forms: by Gravity Forms – 2.5.16
Password Protected: by Ben Huson – 2.5
Redirection: by John Godley – 5.2.3
Safe SVG: by 10up – 1.9.10
Timber: by Jared Novack + Upstatement – 1.18.2
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 2.22.11.25

WooCommerce Advanced Notifications: by WooCommerce – 1.2.32
WooCommerce Stripe Gateway: by WooCommerce – 6.3.0
WooCommerce Google Analytics Pro: by SkyVerge – 1.10.0
Advanced Order Export For WooCommerce (Pro): by AlgolPlus – 3.1.9
WooCommerce: by Automattic – 6.3.1
Wordfence Security: by Wordfence – 7.5.8
WP Mail SMTP: by WPForms – 3.3.0

### Inactive Plugins (1) ###

Disable Emails: by WebAware – 1.8.0

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

ManageWP - Worker Loader: by GoDaddy – 1.0.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
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: –

### WC Pages ###

Shop base: #21 - /shop/
Cart: #22 - /basket/
Checkout: #23 - /checkout/
My account: #24 - /account/
Terms and conditions: #6235 - /terms-and-conditions/

### Theme ###

Name: BDO Store
Version: 1.0.0
Author URL: https://hamilton-brown.com
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Archive Template: Your theme has a woocommerce.php file
you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

Overrides: bdo-store/woocommerce/cart/cart-totals.php
bdo-store/woocommerce/cart/cart.php
bdo-store/woocommerce/checkout/review-order.php
bdo-store/woocommerce/checkout/thankyou.php
bdo-store/woocommerce/emails/customer-processing-order.php
bdo-store/woocommerce/emails/email-footer.php
bdo-store/woocommerce/emails/email-header.php
bdo-store/woocommerce/emails/email-styles.php
bdo-store/woocommerce/myaccount/dashboard.php version - is out of date. The core version is 4.4.0
bdo-store/woocommerce/myaccount/form-edit-account.php
bdo-store/woocommerce/myaccount/form-login.php
bdo-store/woocommerce/myaccount/form-lost-password.php
bdo-store/woocommerce/myaccount/navigation.php
bdo-store/woocommerce/myaccount/orders.php
bdo-store/woocommerce/myaccount/view-order.php

Outdated Templates: ?
					
					
						Learn how to update

### Action Scheduler ###

Complete: 126
Oldest: 2022-02-23 15:31:32 +0000
Newest: 2022-03-16 09:16:50 +0000

Pending: 2
Oldest: 2022-03-17 09:09:52 +0000
Newest: 2022-03-21 17:18:44 +0000

### Status report information ###

Generated at: 2022-03-16 09:23:00 +00:00

We’re going to do some more debugging this morning to see if we can find a resolution in a different way (if we do, I’ll post it on here!) but if anything glaringly obvious stands out to you let me know.

Thanks!

Igor H

(@ihereira)

3 years ago

Hello,

Thanks for sending this information.

3d Secure is a functionality that is optional it can be displayed depending on certain conditions, 3D Secure is highly recommended, but a payment might go through without it (in case the card doesn’t have 3D secure enabled).

In this case, you can perform a conflict test (I’ve read you switched the theme, but the issue could be also caused by another plugin):
You can find a more detailed explanation on how to do a conflict test here.

You can force 3D secure on your site by adding:
add_filter( 'wc_stripe_require_3ds', '__return_true' );

Note: It is highly recommended to use a plugin like Code Snippets to add custom PHP code into your site without directly accessing the functions.php file. Here is an article that explains how to use the Code Snippets plugin.

Also, if you would like to test this feature, you can use the following 3d secure test cards: https://stripe.com/docs/testing#3ds-cards

I hope this helps.

Thread Starter

Hamilton-Brown

(@hamiltonbrownfarringdon)

3 years ago

Hi guys,

After stripping back the theme, We managed to isolate the issue to a <base> tag in the site header: <base href="https://dev.store.bdo.co.uk/">

Removing the <base> tag seems to have resolved the the issue, so I can only assume that it’s reliant on the declaration somewhere in the plugin. As soon as we took it out of the code, the popup showed with not issue.

3DSecure Popup not showing

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