empty Payments menu item

Hi @andrewm57

Thanks for reaching out!

I understand that you’re seeing a Payments menu on your WordPress dashboard, however, clicking it produces a blank page only, correct?

Kindly be informed that this is the menu for the WooCommerce Payments and accessing it should display its own dashboard similar to the image below:

I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

• System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

• The original site (Site 2 on screenshot above) that this is cloned from does not have a Payments menu item, with exactly the same software installed
• there are no WC logs fatal or otherwise
• I’m not going to paste the system report here, it has all the private info – how can I get it to you?

Hi,

This is odd.

Please note, the WooCommerce System Status Report is a built-in tool that helps diagnose issues with your WooCommerce shop. This report includes information about your website’s environment, such as software versions, server settings, WordPress settings, and details of your WooCommerce configuration.

The report doesn’t include sensitive data that can pose security risks. It does not contain information such as payment gateway details, API keys, passwords or any other data that could potentially be exploited. It’s primarily a technical overview of your store’s setup.

You can upload the system report using Google Suite, or https://pastebin.com/, and allow the content alive for a few days while we check into the issue.

Also, you can redact your website URL from the report if you would like to do it, so no problem sharing it here in the forums.

I hope this provides clarity.

OK, I’ve uploaded the status report to my own site, alongside the initial screenshots.
https://hawkfeather.com/tmp/230704-wc-status.txt

Hi,

Thanks for sending the report.

Upon checking it, I was unable to fins a WooCommerce Payments installation.

I recommend to run a conflict test to help find the cause of the problem. Start switching the site theme to Storefront temporarily, and then disable all plugins except WooCommerce and WooCommerce Payments. Check again to see if the issue persists, if not, it means a conflict was affecting the site, and you can then switch back your theme to the original one, and then reactivate the rest of the plugins (checking again after each plugin reactivation), until you find the cause of the issue. More info: https://woocommerce.com/document/how-to-test-for-conflicts/

Let us know if you have further questions.

WC Payments is indeed not installed per below, so how is it on the menu?
https://hawkfeather.com/tmp/wc-payments2.png
It’s a live site, so I don’t want to mess with themes and plugins. I’ll clone it to dev space if necessary.

• This reply was modified 1 year, 4 months ago by andrewm57.

Hi,

I added a processor, and now there’s a flagged “Payment” item on the admin menu, which goes to a blank page. Any idea what’s up with that??

Does the source site have the WooCommerce Payments installed? And what about the staging site? May I ask how the site was cloned? It appears that the issue could be when the site was cloned. I am asking because if WooCommerce Payments is installed you will see the Payments tab in your backend, otherwise it will not be visible.

I hope this provides clarity.

Per the screenshot 2 above, WC Payments shows on the Payments tab, but is not installed?! The parent site doesn’t show WC Payments on the Payments tab. The site cloned using a complete Akeeba copy to this site a couple years ago and they’ve been maintained separately since then. Both originally were used as catalog only – no payment gateway. Last year I added Authorize.net to the parent, and now I added it to this site. All plugins and the theme are the same.

Anybody? It’s been 3 weeks since I started this thread.

Howdy @andrewm57,

Thank you for your patience! We are experiencing an unusually high volume of support requests at the moment, and that has affected our response times.

The Payments tab is showing up because the site is eligible for a promotion for our WooPayments gateway, which includes reduced fees for a limited time.

This promotion will only display when the following option is enabled at WooCommerce > Settings > Advanced >?WooCommerce.com:

Display suggestions within WooCommerce

If you would like to disable similar marketplace suggestions in the future, I would recommend disabling this option. However, if you have questions about the promotion, you can read more about it at this link.

I hope this helps! If you need anything else, please feel free to reach us anytime!

Wow, that’s an obscure setting! Fixed the confusing issue, thanx. And FWIW I don’t consider a blank entry on the admin menu a ‘suggestion’.

Hi again @andrewm57,

I agree that a blank page isn’t ideal in this situation ?? Thank you for pointing out this issue.

I’ll make sure I flag this to our engineering team so that they can take a peek. In the meantime, if you’d like to take advantage of this incentive offer, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread so that we can keep track of what’s already been done.

Cheers!