Failed order errors
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Hi,
Had a few “failed” orders.
Error message: The provided PaymentMethod has failed authentication. You can provide payment_method_data or a new PaymentMethod to attempt to fulfill this PaymentIntent again.
Error Message 2: Your card could not be authorized using the postal code provided. Please update the postal code, or contact your card issuer for further details.
Just want to find out what these are?
Viewing 9 replies - 1 through 9 (of 9 total)
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Seem to be getting the errors /failed order when customer are using the express options. Would it be better for me to turn this option off?
Hey there, @itsmefti! Thanks for contacting us. I’m happy to help you.
The customers are getting these error messages on the checkout page, so the order is not even created on your side, correct?
Seem to be getting the errors /failed order when customer are using the express options. Would it be better for me to turn this option off?
You can turn it off to avoid this issue, but before you do, can you please share some screenshots of its settings so we can take a look?
You can do this by going to WooCommerce > Settings > Payments > WooPayments > Click on customize next to each express checkout you have enabled.
I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.I know this might be a difficult question to answer if the orders are not created, but do you know if all failed orders were from express checkouts?
Which express checkouts do you have available?
Do you know if each error message was from a different one or not?
Did the express checkout work correctly before and then started having this issue or is it like this since you set it up?
To confirm, regular credit card payment is working normally, right?
Furthermore, 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. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.Looking forward to your reply.
Have a wonderful day!
Hi, thanks for your response.
Would it be possible for a support to perhaps login and have a look around my setup? Also confuddled by “payment pending” statuses and and concerned either I have set up something wrong or something is not quite working…
System report:
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Hey, @itsmefti!
Thanks for the report! Things seem okay with it.
Would it be possible for a support to perhaps login and have a look around my setup? Also confuddled by “payment pending” statuses and and concerned either I have set up something wrong or something is not quite working…
While we are not able to login to have a look for security reasons, we are happy to keep helping you investigate this.
Can you please provide the rest of the information I asked on the last message so we can assist you further?
I’ll paste again below what we still need to make it easier ??
Can you please share some screenshots of its settings so we can take a look? You can do this by going to WooCommerce > Settings > Payments > WooPayments > Click on customize next to each express checkout you have enabled.
I recommend using?https://snipboard.io. You can share the direct link to the image as a response to this topic.I know this might be a difficult question to answer if the orders are not created, but do you know if all failed orders were from express checkouts?
Which express checkouts do you have available?
Do you know if each error message was from a different one or not?
Did the express checkout work correctly before and then started having this issue or is it like this since you set it up?
To confirm, regular credit card payment is working normally, right?
Please share the Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via?https://gist.github.com/?and send the link here.Looking forward to your reply.
Have a wonderful day!
thanks again,
ive turned off any express options now. Would it be a good idea if I make a clone of the site, switch express checkout back on and then you can use that to investigate? I don’t want to turn on express on the live site now, to avoid any issues for customers.
im away from the desk, but if that’s a good idea, I’ll set that up later today?
thanks a million !
More informations:
The customers are getting these error messages on the checkout page, so the order is not even created on your side, correct? = I can’t see what the customer is seeing – the orders are created and in the WC orders page. These errors messages are the ones I see when looking at the failed orders’ billing info.
Setting page for Gpay/Apple Pay :
https://snipboard.io/OIaiQK.jpg
Orders seem to have been created for draft, failed and pending payment statuses in the orders page.
Gpay and Apple pay.
Yes those two error messages are from the 2 recent failed orders. One was through ApplePay the other CC/DC.
Orders have previously been received by Gpay and Apple pay so I can assume it was working correctly until recently.
System report:
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4<br>wp_global_styles: 1<br>wp_navigation: 1<br>wpcode: 2<br>yith_wcan_preset: 3 Security<br><br>Secure connection (HTTPS): ?<br>Hide errors from visitors: ? Active Plugins (26)<br><br>Redux Framework: by Team Redux – 4.4.18<br>All in One SEO: by All in One SEO Team – 4.6.8.1<br>Autoptimize: by Frank Goossens (futtta) – 3.1.12<br>Bing Webmaster Url Submission: by Bing Webmaster – 1.0.13<br>Classic Editor: by WordPress Contributors – 1.6.4<br>CMB2: by CMB2 team – 2.11.0<br>CookieYes | GDPR Cookie Consent: by CookieYes – 3.2.5<br>Envato Market: by Envato – 2.0.11<br>Filter Everything PRO: by Andrii Stepasiuk – 1.8.6<br>Filter Everything?— WooCoomerce Product & WordPress Filter: by Andrii Stepasiuk – 1.8.5<br>Google for WooCommerce: by WooCommerce – 2.8.1<br>Site Kit by Google: by Google – 1.132.0<br>Happyforms (free): by Happyforms – 1.26.0<br>WPBakery Page Builder: by Michael M - WPBakery.com – 7.8<br>Meta Generator and Version Info Remover: by Pankaj Kumar Mondal – 16.0<br>Perfect Brands WooCommerce: by QuadLayers – 3.4.1<br>Smart Slider 3: by Nextend – 3.5.1.23<br>Tbay Framework Pro: by Team Thembay – 1.5.3<br>Trustpilot-reviews: by Trustpilot – 2.5.927<br>WooPayments: by WooCommerce – 8.0.1<br>WooCommerce PayPal Payments: by WooCommerce – 2.8.2<br>WooCommerce: by Automattic – 9.1.4<br>Product Import Export for WooCommerce Add-on: by WebToffee – 1.2.6<br>Import Export for WooCommerce Wrapper: by WebToffee – 1.2.9<br>Custom Product Tabs for WooCommerce: by Code Parrots – 1.8.5<br>YITH WooCommerce Brands Add-On: by YITH – 2.26.0 Inactive Plugins (0) Must Use Plugins (1)<br><br>Disable Auto Updates: by – Settings<br><br>API Enabled: –<br>Force SSL: –<br>Currency: GBP (￡)<br>Currency Position: left<br>Thousand Separator: ,<br>Decimal Separator: .<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)<br><br>Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)<br><br>Connected to WooCommerce.com: –<br>Enforce Approved Product Download Directories: ?<br>HPOS feature enabled: ?<br>Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore<br>HPOS data sync enabled: – Logging<br><br>Enabled: ?<br>Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2<br>Retention period: 30 days<br>Level threshold: –<br>Log directory size: 28 MB WC Pages<br><br>Shop base: #6 - /shop/<br>Cart: #7 - /cart/ - Contains the woocommerce/cart block<br>Checkout: #8 - /checkout/ - Contains the woocommerce/checkout block<br>My account: #9 - /my-account/<br>Terms and conditions: #4571 - /terms-conditions/ Theme<br><br>Name: Puca Child<br>Version: 2.6.18<br>Author URL: https://thembay.com/<br>Child Theme: ?<br>Parent Theme Name: Puca<br>Parent Theme Version: 2.6.21<br>Parent Theme Author URL: https://thembay.com<br>WooCommerce Support: ? Templates<br><br>Archive Template: Your theme has a woocommerce.php file<br>you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.<br><br>Overrides: puca/woocommerce/cart/cart.php<br>puca/woocommerce/cart/cross-sells.php<br>puca/woocommerce/cart/mini-cart.php<br>puca/woocommerce/checkout/form-billing.php<br>puca/woocommerce/checkout/form-checkout.php<br>puca/woocommerce/checkout/form-coupon.php<br>puca/woocommerce/checkout/form-login.php<br>puca/woocommerce/checkout/form-shipping.php<br>puca/woocommerce/checkout/review-order.php<br>puca/woocommerce/content-product-cat.php<br>puca/woocommerce/content-product.php<br>puca/woocommerce/global/breadcrumb.php<br>puca/woocommerce/global/form-login.php<br>puca/woocommerce/global/quantity-input.php<br>puca/woocommerce/loop/add-to-cart.php<br>puca/woocommerce/loop/loop-end.php<br>puca/woocommerce/loop/loop-start.php<br>puca/woocommerce/loop/orderby.php<br>puca/woocommerce/loop/pagination.php<br>puca/woocommerce/loop/rating.php<br>puca/woocommerce/myaccount/form-add-payment-method.php<br>puca/woocommerce/myaccount/form-login.php<br>puca/woocommerce/single-product/product-image.php<br>puca/woocommerce/single-product/product-thumbnails.php<br>puca/woocommerce/single-product/rating.php<br>puca/woocommerce/single-product/related.php<br>puca/woocommerce/single-product/stock.php<br>puca/woocommerce/single-product/tabs/additional-information.php<br>puca/woocommerce/single-product/tabs/description.php<br>puca/woocommerce/single-product/tabs/tabs.php<br>puca/woocommerce/single-product/up-sells.php<br>puca/woocommerce/single-product-reviews.php WooPayments<br><br>Version: 8.0.1<br>Connected to WPCOM: Yes<br>WPCOM Blog ID: 233172735<br>Account ID: acct_1PH8Q3CQVDrDeFzk<br>Payment Gateway: Enabled<br>Test Mode: Disabled<br>Enabled APMs: card,afterpay_clearpay,klarna<br>WooPay: Not eligible<br>Apple Pay / Google Pay: Disabled<br>Fraud Protection Level: basic<br>Multi-currency: Disabled<br>Auth and Capture: Enabled<br>Documents: Enabled<br>Logging: Enabled WooCommerce PayPal Payments<br><br>Onboarded: ?<br>Shop country code: GB<br>WooCommerce currency supported: ?<br>Advanced Card Processing available in country: ?<br>Pay Later messaging available in country: ?<br>Webhook status: ?<br>PayPal Vault enabled: –<br>ACDC Vault enabled: –<br>Logging enabled: –<br>Reference Transactions: –<br>Used PayPal Checkout plugin: –<br>Subscriptions Mode: Disabled Admin<br><br>Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customize-store<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-custom-fields<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page<br>launch-your-store<br><br>Disabled Features: experimental-blocks<br>minified-js<br>pattern-toolkit-full-composability<br>product-pre-publish-modal<br>printful<br>settings<br>async-product-editor-category-field<br>product-editor-template-system<br><br>Daily Cron: ? Next scheduled: 2024-08-07 17:49:31 +01:00<br>Options: ?<br>Notes: 66<br>Onboarding: completed Action Scheduler<br><br>Canceled: 14<br>Oldest: 2024-07-10 09:16:38 +0100<br>Newest: 2024-08-06 11:12:01 +0100<br><br>Complete: 44,428<br>Oldest: 2024-07-07 17:24:47 +0100<br>Newest: 2024-08-07 16:00:40 +0100<br><br>Failed: 291<br>Oldest: 2024-05-15 21:28:46 +0100<br>Newest: 2024-08-06 17:32:40 +0100<br><br>Pending: 7<br>Oldest: 2024-08-07 16:15:40 +0100<br>Newest: 2024-08-14 05:11:58 +0100 Status report information<br><br>Generated at: 2024-08-07 16:14:39 +01:00<br>Hey, @itsmefti!
I completely understand not wanting to have it on the website right now to avoid issues. A clone site so we can keep investigating would be great ??
Please share the link to it with us when you get the chance.
Please make sure to set WooPayments to test mode so we can run some tests ??When you share the link, please also share the answers requested above ??
Just to confirm, please note that while a clone site would help us, we still cannot access it from the backend for security reasons, okay? But it will help us run tests from the front end.
Looking forward to your reply.
Have a wonderful day!
Thanks all for your help and support. Have now disabled Woopayments and trying a different processor.
Best regards x
Hi @itsmefti,
It’s sad to know that you’ve disabled WooPayments and are now trying a different payment processor. Should you re-consider using our plugin, we will be happy to assist you further with the issue you were facing.
All the best.
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