Customer Payment Page not working

Hi there!

Just to reconfirm, regular orders can be placed correctly, but if you create a manual order, customers cannot pay for the same as the payment page freezes?

This is likely a conflict. Before we confirm that though, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.

Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

System report below:

### WordPress Environment ###

WordPress address (URL): https://underpoint3.com
Site address (URL): https://underpoint3.com
WC Version: 4.5.2
REST API Version: ? 4.5.2
WC Blocks Version: ? 3.1.0
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 1.5.0
Log Directory Writable: ?
WP Version: 5.5.1
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: nginx
PHP Version: 7.3.22
PHP Post Max Size: 2 GB
PHP Time Limit: 1200
PHP Max Input Vars: 6144
cURL Version: 7.72.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.23-MariaDB-log
Max Upload Size: 2 GB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.5.2
WC Database Prefix: wp_
Total Database Size: 27.83MB
Database Data Size: 25.76MB
Database Index Size: 2.07MB
wp_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.09MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.06MB + Index: 0.11MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_cartflows_ca_cart_abandonment: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_cartflows_ca_email_history: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.05MB + Index: 0.09MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mclean_refs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mclean_scan: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_ms_snippets: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 2.08MB + Index: 0.13MB + Engine InnoDB
wp_postmeta: Data: 2.27MB + Index: 0.34MB + Engine InnoDB
wp_posts: Data: 20.05MB + Index: 0.23MB + Engine InnoDB
wp_sbi_instagram_feeds_posts: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_sbi_instagram_posts: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_snippets: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_square_customers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpfm_backup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 131
cartflows_flow: 1
cartflows_step: 2
cf7_style: 12
customize_changeset: 96
custom_css: 1
divi_cf_db: 9
divi_overlay: 1
et_footer_layout: 4
et_header_layout: 1
et_pb_layout: 32
et_template: 7
et_theme_builder: 1
flamingo_contact: 4
icon_font: 3
jetpack_migration: 2
jp_img_sitemap: 3
jp_sitemap: 3
jp_sitemap_master: 3
nav_menu_item: 15
oembed_cache: 1
page: 15
post: 12
product: 2
revision: 701
shop_coupon: 10
shop_order: 45
wcb: 14
wp_template_part: 2

### Security ###

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

### Active Plugins (28) ###

Akismet Anti-Spam: by Automattic – 4.1.6
CartFlows: by CartFlows Inc – 1.5.17 – Installed version not tested with active version of WooCommerce 4.5.2
Code Snippets: by Code Snippets Pro – 2.14.0
Divi Booster: by Dan Mossop – 3.2.9
Divi Upload Icons: by Alex Brinkman – 1.2.6
Email Customizer for WooCommerce: by ThemeHigh – 1.0.5 – Installed version not tested with active version of WooCommerce 4.5.2
Health Check & Troubleshooting: by The www.ads-software.com community – 1.4.5
HubSpot for WooCommerce: by MakeWebBetter – 1.0.3 – Installed version not tested with active version of WooCommerce 4.5.2
Smash Balloon Instagram Feed: by Smash Balloon – 2.4.6
Jetpack by WordPress.com: by Automattic – 8.9.1
Judge.me Product Reviews for WooCommerce: by Judge.me – 1.3.7 – Installed version not tested with active version of WooCommerce 4.5.2
Google Ads for WooCommerce: by Kliken – 1.0.4 – Installed version not tested with active version of WooCommerce 4.5.2
Mailchimp for WooCommerce: by Mailchimp – 2.4.5 – Installed version not tested with active version of WooCommerce 4.5.2
Media Cleaner (Pro): by Jordy Meow – 6.0.4
Meks Quick Plugin Disabler: by Meks – 1.0
Page Optimize: by Automattic – 0.5.1
WordPress Responsive Age Verification: by DesignSmoke Web Developers – 1.3.0
Divi Contact Form DB: by Sean Barton - Tortoise IT – 1.7
WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.8 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Free Shipping Per Product: by WPRuby – 1.1.0 – Installed version not tested with active version of WooCommerce 4.5.2
Booster for WooCommerce: by Pluggabl LLC – 5.3.2 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce PDF Invoices: by Bas Elbers – 3.1.4
WooCommerce Services: by Automattic – 1.24.3 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Shipment Tracking: by WooCommerce – 1.6.24 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Square: by WooCommerce – 2.2.2
WooCommerce: by Automattic – 4.5.2
WooCommerce: by Automattic – 4.5.2
XT WooCommerce Floating Cart Pro: by XplodedThemes – 1.7.3 – Installed version not tested with active version of WooCommerce 4.5.2

### Inactive Plugins (8) ###

AMP: by AMP Project Contributors – 2.0.1
Classic Editor: by WordPress Contributors – 1.6
CoBlocks: by GoDaddy – 2.3.2
Coupon Box for WooCommerce: by VillaTheme – 2.0.1.6 – Installed version not tested with active version of WooCommerce 4.5.2
Gutenberg: by Gutenberg Team – 9.0.0
Layout Grid: by Automattic – 1.3
WordPress.com Editing Toolkit: by Automattic – 2.4
WP Staging: by WP-Staging – 2.7.5

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached

### Must Use Plugins (3) ###

Health Check Troubleshooting Mode: by  – 1.7.1
WP.com Site Helper: by  –
WP Staging Optimizer: by René Hermenau – 1.2

### Settings ###

API Enabled: ?
Force SSL: –
Currency: USD ($)
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: #25372 - /
Cart: #340 - /cart/
Checkout: #25884 - /checkout/
My account: ? Page not set
Terms and conditions: #1017 - /terms-and-conditions/

### Theme ###

Name: Divi
Version: 4.6.1
Author URL: https://www.elegantthemes.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 ###

Overrides: –

### Square ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Off

### Action Scheduler ###

Complete: 150
Oldest: 2020-08-18 10:09:29 -0700
Newest: 2020-09-17 13:41:38 -0700

Failed: 1
Oldest: 2020-08-20 10:12:47 -0700
Newest: 2020-08-20 10:12:47 -0700

Pending: 1
Oldest: 2020-09-18 14:19:27 -0700
Newest: 2020-09-18 14:19:27 -0700

Yes, the error is that regular orders can be placed but manual orders cause the payment page to freeze.

Hi there!

Thank you for the System Status Report. Except for the missing My Account Page set up, I don’t see anything obvious that should be causing this issue.

That said, I went ahead and tested the same scenario (no my-account page) on my own test site, but could not replicate the behavior you’re seeing.

If you want to configure the page, you can do it from WP Admin > WooCommerce > Settings > Advanced > Page Setup > My account page > Select – My account page

And if it is missing shortcode, use [woocommerce_my_account]:

Link to image: https://d.pr/i/oKztyB

—

That said, This kind of problem is usually caused by either a conflict with your theme or with another plugin.
?
The best way to determine this is to:

• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Repeat the action that is causing the problem (test manual orders)

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

Let us know how it goes

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.