Checkout *** Forbidden ***

  • Resolved cycas

    (@cycas)


    1 year, 7 months ago

    This morning, a customer who has an account and had made two previous orders attempted to order a product from our shop,and got the message shown below: *** Forbidden ***.

    There are no woocommerce fatal error logs dated today, and no errors in the site general error log today either.

    I use Paypal Payments, so in case it was a Paypal problem, I enabled payment by bank transfer for this customer and asked him to try again. He is still unable to order and still seeing the message that says: *** Forbidden ***

    I’ve had two orders from other customers since he tried to order, and I made a test order which went through fine.

    WordPress 6.2 with Woocommerce 7.6.1. Site has a firewall, Cloudflare, Antispam by Cleantalk and Security by Cleantalk, but this looks more like an error that’s coming from inside Woocommerce itself?

    Customer is definitely logged in, I can see his login in the Cleantalk firewall log. Although he made two previous orders, only one of these was logged in: the other was made as a guest, but with the same email address.

    Any ideas where to look next? I am concerned that since there are no logs that reflect this problem, other customers may also be seeing it and giving up.

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

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

  • I am having a similar issue and will open a ticket. Continued to happen even after downgrading. Curious if you have reached out to cleantalk as I am using cleantalk as well and I am now wondering if the issue might be with their plugin. I am also able to do successful orders myself this end.

    Thread Starter cycas

    (@cycas)

    @authenticastro I checked the Cleantalk Security and Spamfirewall logs, and the user’s IP isn’t listed as blocked. I wouldn’t expect a firewall block to allow the user to log in and browse the site and only block one action, but just in case I have whitelisted his IP and asked him to try again.

    Normally I would try disabling plugins one by one, but since this problem is only visible to this customer on our live site and I can’t replicate it, it’s difficult to know how to approach it.

    Thread Starter cycas

    (@cycas)

    !!! @authenticastro you total star! Thank you for raising this. I had checked the Cleantalk security logs, but not the Cleantalk antispam log.
    It was indeed Cleantalk that was blocking this customer and it had also blocked a number of searches from other customers too, which I have now whitelisted.

    In your Cleantalk account, click the red number in the SPAM column to view the anti-spam log for the relevant site: you can then filter to Denied and the relevant country if necessary to see the blocked actions. You can then hit ‘not spam’ to whitelist those customers. Hope this also solves the problem for you!

    You have to pay a small extra fee for the Cleantalk ‘Extra Package’ to customise the *** Forbidden *** message to something more helpful, and I’ve now done that. I’m going to keep a careful eye on that Spam log and if it keeps blocking genuine customers I may have to look for something else.

    Yes, I put two and two together with this as I saw a previous problem from the past that was similar. Hopefully they release a fix on their end as that should not happen.

    Thread Starter cycas

    (@cycas)

    Great thinking! I see that Cleantalk have posted a fix.

    Plugin Support Beauty of Code (woo-hc)

    (@beautyofcode)

    Hi @cycas ,

    Really glad to hear that @authenticastro managed to help you toward identifying the cause of the issue – nice work!

    Should you continue to experience any issues with this, I’d suggest reaching out to Cleantalk support since support related to third-party plugins/themes is outside our scope of support.

    I will go ahead and mark this as resolved then. Feel free to create a new topic if you need further help ??

    Cheers!

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Checkout *** Forbidden ***’ is closed to new replies.