Credit Card Payments fail – On going requests error and retries exhausted

Here’s the screenshot

View post on imgur.com

Is the language setting on your site in Japanese?

Yes

Then I would suggest you contact Stripe and ask them about localization on error messages. The plugin is already passing the correct locale to them.

Hi @ostonegi, @ibadrehman,

I just came across a similar problem that was due to outdated token format. If the customers were registered before mid-2014, their Stripe customer tokens might still contain information about their previous credit cards that are now long expired which triggers the On going requests error and retries exhausted.

I wrote a mini-plugin that goes through all customer Stripe tokens and saves them back in the correct format. You can download the plugin zip file from here:

https://cld.wthms.co/i5ho2H

I tested it on my site, but you might want to try it on a test site first, just in case. Once you install and activate this plugin, you’ll find a new button on the bottom of the WooCommerce > Settings > Tools page:

Screenshot: https://cld.wthms.co/J7fIjG

Clicking this button will replace all outdated customer tokens with correct ones.

Can you please give it a try and let us know if it helps?

Thanks!

We had the same problem once we updated to 4.05. All payments failed. They were working fine literally minutes before hand. Reverted back to 4.04 and the issue went away.

Too scared to update to 4.05 for any of our sites.

02-07-2018 @ 16:22:00 – ====Start Log====
charges request: Array
(
[currency] => aud
[amount] => 200
[description] => The Greater Narellan Business Chamber – Order 3320
[statement_descriptor] => The Greater Narellan B
[capture] => true
[expand[]] => balance_transaction
[metadata] => Array
(
[customer_name] => Matthew Wheatley
[customer_email] => [email protected]
[order_id] => 3320
)

[customer] => cus_BQZzl744thlw59
[source] => src_1BslNOKjuZJgwC2BLPmCZkOg
)

====End Log====

02-07-2018 @ 16:22:03 – ====Start Log====
sources/src_1BslNOKjuZJgwC2BLPmCZkOg
====End Log====

02-07-2018 @ 16:22:04 – ====Start Log====
Info: Begin processing payment for order 3320 for the amount of 2.00
====End Log====

02-07-2018 @ 16:22:05 – ====Start Log====
charges request: Array
(
[currency] => aud
[amount] => 200
[description] => The Greater Narellan Business Chamber – Order 3320
[statement_descriptor] => The Greater Narellan B
[capture] => true
[expand[]] => balance_transaction
[metadata] => Array
(
[customer_name] => Matthew Wheatley
[customer_email] => [email protected]
[order_id] => 3320
)

[customer] => cus_BQZzl744thlw59
[source] => src_1BslNOKjuZJgwC2BLPmCZkOg
)

====End Log====

02-07-2018 @ 16:22:09 – ====Start Log====
sources/src_1BslNOKjuZJgwC2BLPmCZkOg
====End Log====

02-07-2018 @ 16:22:10 – ====Start Log====
Info: Begin processing payment for order 3320 for the amount of 2.00
====End Log====

02-07-2018 @ 16:22:11 – ====Start Log====
charges request: Array
(
[currency] => aud
[amount] => 200
[description] => The Greater Narellan Business Chamber – Order 3320
[statement_descriptor] => The Greater Narellan B
[capture] => true
[expand[]] => balance_transaction
[metadata] => Array
(
[customer_name] => Matthew Wheatley
[customer_email] => [email protected]
[order_id] => 3320
)

[customer] => cus_BQZzl744thlw59
[source] => src_1BslNOKjuZJgwC2BLPmCZkOg
)

====End Log====

02-07-2018 @ 16:22:12 – ====Start Log====
sources/src_1BslNOKjuZJgwC2BLPmCZkOg
====End Log====

02-07-2018 @ 16:22:13 – ====Start Log====
Info: Begin processing payment for order 3320 for the amount of 2.00
====End Log====

02-07-2018 @ 16:22:13 – ====Start Log====
charges request: Array
(
[currency] => aud
[amount] => 200
[description] => The Greater Narellan Business Chamber – Order 3320
[statement_descriptor] => The Greater Narellan B
[capture] => true
[expand[]] => balance_transaction
[metadata] => Array
(
[customer_name] => Matthew Wheatley
[customer_email] => [email protected]
[order_id] => 3320
)

[customer] => cus_BQZzl744thlw59
[source] => src_1BslNOKjuZJgwC2BLPmCZkOg
)

====End Log====

02-07-2018 @ 16:22:14 – ====Start Log====
Error: stdClass Object
(
[error] => stdClass Object
(
[type] => invalid_request_error
[message] => No such customer: cus_BQZzl744thlw59; a similar object exists in test mode, but a live mode key was used to make this request.
[param] => customer
)

)

====End Log====

Hi @madeincosmos

We only started using stripe in late 2017.

The plugin works for us properly now after we changed the Statement descriptor to English like Royho suggested (used to work in Japanese as well before).

Kind regards

• This reply was modified 6 years, 9 months ago by ostonegi.

Hi @ostonegi,

Under my WordPress dashboard inside my Stripe settings I do have a field for Statement Descriptor but its empty and when I tried to fill it with some statement its breaking even more. Can you please guide me further?

@madeincosmos

Thank you for getting back to me. I will definitely try your plugin and will update you with the results shortly.

Thanks!

@madeincosmos

Where can I find Tools page in my WooCommerce settings? My current version is 3.3.1

Thanks

Hi @madeincosmos

I installed the plugin, but i couldn’t see the botton you are saying.
Please help me.

Thanks & Regards
Adiyaman

@getmilk the error message indicates the customer key was created in test mode but the payment is live. Did you check what happens with a different customer account, or when you register a new one at the checkout?

@ibadrehman, @adiyaman,

The button should be on the WooCommerce > Status > Tools page, not in WooCommerce settings. If this doesn’t help, please open a ticket at https://woocommerce.com/my-account/create-a-ticket/ so we can check this in details.

Thanks!

@madeincosmos, I was experiencing similar problems as others described here.

As I tried to track down the cause, our logs seemed to indicate that customers were being rejected for having expired saved cards. The odd thing was that we didn’t have the saved cards feature turned on, although we had in the past. Even turning it back on and checking customer accounts didn’t show the bad cards.

I checked out your mini-plugin that updates the customer Stripe tokens to see how it worked and then checked our database for that pattern. We had thousands of old tokens. So I ran your plugin and that quick update completely solved it. This has been verified by customers who previously couldn’t check out. We are also no longer seeing this type of failed order that had been occurring every day.

Thanks!

@madeincosmos Your mini plugin saved the day! Updated 250+ customer tokens for us. Thanks!