Error message by card payment

  • Resolved madflow16

    (@madflow16)


    8 months, 2 weeks ago

    Hi, suddenly on my e-shop I starting recieving error message “Invalid or missing payment details. Please ensure the provided payment method is correctly entered.”.

    Web is updated and cant see any bug or anything, that can cause the issue. It is doing only for some orders/customers, not for all order but there are many of these failed orders.

    Can you please check it out? Web is https://www.gorilla-burger-sk. Thx.

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @madflow16,

    The error message you’re receiving typically indicates that there might be some issues with the payment information your customers enter.

    It’s possible that these customers may have entered incorrect or incomplete card details, which caused the transaction to fail. It’s also worth noting that this error can occur if the customer’s bank declines the transaction for some reason.

    I suggest you ask your customers to double-check their card details and ensure they’ve entered them correctly. If the issue persists, they should contact their bank to find out why the transactions are being declined.

    I hope this clarifies your concern. If you have any other questions, feel free to ask.

    Thread Starter madflow16

    (@madflow16)

    Thx for response. Understand but problem persists and there are many of these failed orders. Card details are correct (one of owner tested it and get error…when I tested it, there was no problem with payment) and it started only month ago maybe. Shop and plugin was working correctly long time.

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @madflow16,

    Could you share one of those failed order notes found on the right side (WooCommerce > Orders)? Additionally, please can you share a copy of the following:

    • System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
    • Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

    You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

    Looking forward to hearing from you!

    Thread Starter madflow16

    (@madflow16)

    ` WordPress Environment

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Site address (URL): https://www.gorilla-burger.sk
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Product configurator for WooCommerce addon - Extra price: Marc Lacroix – 1.1.16
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Slug pre obchod: #14 - /obchod/
Ko?ík: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.
Pokladňa: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
M?j ú?et: ? Stránka neobsahuje [woocommerce_my_account] shortcode.
V?eobecné obchodné podmienky: #28 - /terms-of-service/ Theme

Name: Avada
Version: 7.11.6
Author URL: https://themeforest.net/user/ThemeFusion
Child Theme: ? – Ak upravujete WooCommerce na rodi?ovskej téme
ktorú ste nevytvorili
odporú?ame pou?i? odvodenú tému. Pre?ítajte si návod Ako vytvori? odvodenú tému.

WooCommerce Support: ? Templates

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php WooPayments

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Daily Cron: ? Next scheduled: 2024-03-18 06:51:37 +01:00
Options: ?
Notes: 135
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Zru?ené: 91
Oldest: 2024-02-15 11:32:35 +0100
Newest: 2024-03-14 18:43:40 +0100

Ozna?i? ako vybavenú: 1?648
Oldest: 2024-02-15 11:25:35 +0100
Newest: 2024-03-16 20:39:47 +0100

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Oldest: 2023-04-04 09:37:10 +0200
Newest: 2023-11-27 11:59:56 +0100

Vybavuje sa: 3
Oldest: 2024-03-17 17:08:29 +0100
Newest: 2024-03-18 14:15:34 +0100 Status report information

Generated at: 2024-03-17 11:11:41 +01:00
`
    Thread Starter madflow16

    (@madflow16)

    And there is last fatal error log, but it has nothing with child theme. It started before:


    2024-03-14T18:13:42+00:00    Kriticky Cannot redeclare move_additional_fields_below_billing() (previously declared in /data/b/f/bf2022c7-23a4-4f82-883d-7fa53ee59026/gorilla-burger.sk/web/wp-content/themes/Avada-child/functions.php:38) Additional context{ “error”: { “type”: 1, “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/themes\/Avada\/functions.php”, “line”: 61 }, “backtrace”: [ { “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”, “line”: 324, “function”: “critical”, “class”: “WC_Logger”, “type”: “->” }, { “function”: “log_errors”, “class”: “WooCommerce”, “type”: “->” } ] }2024-03-14T18:14:01+00:00Kriticky Cannot redeclare move_additional_fields_below_billing() (previously declared in /data/b/f/bf2022c7-23a4-4f82-883d-7fa53ee59026/gorilla-burger.sk/web/wp-content/themes/Avada-child/functions.php:38) Additional context{ “error”: { “type”: 1, “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/themes\/Avada\/functions.php”, “line”: 61 }, “backtrace”: [ { “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”, “line”: 324, “function”: “critical”, “class”: “WC_Logger”, “type”: “->” }, { “function”: “log_errors”, “class”: “WooCommerce”, “type”: “->” } ] }2024-03-14T18:17:03+00:00Kriticky Cannot redeclare my_custom_checkout_css() (previously declared in /data/b/f/bf2022c7-23a4-4f82-883d-7fa53ee59026/gorilla-burger.sk/web/wp-content/themes/Avada-child/functions.php:39) Additional context{ “error”: { “type”: 1, “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/themes\/Avada\/functions.php”, “line”: 72 }, “backtrace”: [ { “file”: “\/data\/b\/f\/bf2022c7-23a4-4f82-883d-7fa53ee59026\/gorilla-burger.sk\/web\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”, “line”: 324, “function”: “critical”, “class”: “WC_Logger”, “type”: “->” }, { “function”: “log_errors”, “class”: “WooCommerce”, “type”: “->” } ] }

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @madflow16,

    Could you please share a screenshot of the order notes for the orders that didn’t go through? For screenshots, you may use https://snipboard.io – please follow the instructions on that page, then paste the URL in this thread.

    Also, would you mind running a conflict test? This could help us pinpoint the root cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

    Let us know how that goes for you.

    Thread Starter madflow16

    (@madflow16)

    I have notes in my language but there are only message in notes for failed orders “Order status changed from processing to failed” directly in time of payment (when error appears in checkout).

    https://ibb.co/rFLV34X

    I tried confict test and it didnt help to solve the issue. Theme and plugins was working right before with Woopayments, this issue started suddenly without some changes in theme or plugins.

    • This reply was modified 8 months, 2 weeks ago by madflow16.
    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @madflow16,

    The error log you’ve shared points to a redeclaration of functions issue in your Avada theme and child theme. This usually happens when the same function gets declared more than once in different sections of your theme or plugin files.

    Also, upon reviewing your site’s system status reports, I noticed that you’re using certain plugins that are affecting the checkout process.

    Running conflict tests should yield positive results. However, since the issue persists, please contact us at Woo.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.

    We will be able to help you further there.

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @madflow16,

    I’m marking this topic as “resolved” due to recent inactivity. If more assistance is needed, feel free to post back here or open a new topic.

    Thanks!

Viewing 9 replies - 1 through 9 (of 9 total)
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