Failed SEPA direct debit: customer ID missing

  • Resolved coffeewebshop

    (@coffeewebshop)


    3 years, 7 months ago

    I’m trying to use SEPA direct debit to charge my client’s bank accounts for the recurring coffee subscriptions I’m selling. I tested it and everything worked fine, but now that I’m live some direct debit payments are failing. This shows up in the Mollie log:

    =====
    2021-03-31T02:49:53+00:00 DEBUG mollie_wc_gateway_ideal: Try to get all mandates for renewal order 16371 with customer ID
    2021-03-31T02:49:53+00:00 DEBUG mollie_wc_gateway_ideal: Failed to create payment for order 16371: [2021-03-31T02:49:53+0000] The customer () could not be used or found. [2021-03-31T02:49:53+0000] Invalid resource id.
    =====

    Clearly, the customer ID is missing. Strangely, it does work for some customers where it does state the customer ID after “order XXXX with customer ID XXXX”. So for some reason Mollie is not able to retrieve client’s customer ID’s in some cases. I can’t figure out why… can anyone help out, I really need this to work and I’m pretty desperate.

Viewing 15 replies - 1 through 15 (of 16 total)

  • Hello @coffeewebshop

    are you familiar with databases? If yes have a look at the database if the client and the subscription is there. I think the clients ID is missing in the database.

    Unfortunately, I dont know if you moved your project or you database but in some case that can hapen after it.

    I would recommend to set up all new for this client so WordPress recognize him again

    Best regards
    Andreas

    Hi I have the same problems on my clients site. I think it is since I updated the plugin on 22 March.

    • This reply was modified 3 years, 7 months ago by jeremypercy.
    Thread Starter coffeewebshop

    (@coffeewebshop)

    Hi @aweissinpsyde, thanks! I’m afraid I’m not tech savvy enough, I built this website with visual builders such as Elementor and various plugins. I did check the “clients” tab under WooCommerce however and all clients that ordered are there. I also checked my clients in the Mollie dashboard and they’re there too, because they payed €0.01 sign up fee. Also it’s strange that some id’s would be missing from the database while others aren’t. Where can I find my website’s database?

    @coffeewebshop @jeremypercy

    can you please open a ticket here https://inpsyde.atlassian.net/servicedesk/customer/portal/5 so we can investigate about it?

    Can you please also try it with an older version before the update. Here you can download version 6.2.0 https://downloads.www.ads-software.com/plugin/mollie-payments-for-woocommerce.6.2.0.zip

    Thank you
    Best regards
    Andreas

    • This reply was modified 3 years, 7 months ago by Andreas W..
    Thread Starter coffeewebshop

    (@coffeewebshop)

    Thanks @aweissinpsyde I opened a ticket at the link you provided. I will also update my Mollie payments for Woocommerce plugin to 6.2.0 but I don’t think this has anything to do with the update, as I already encountered these issues before their update…

    @coffeewebshop the problem start from version 6.2.0 you need to install version 6.1.0 in order the get the SEPA to work I think. I am goin to try this now keep you updated.

    the 0,1 cent fee works just fine its the subscription payment what not work.

    Thread Starter coffeewebshop

    (@coffeewebshop)

    @jeremypercy ah good to know, thanks! Let me know if it works. I can downgrade to 6.1.0 if needed.

    Thread Starter coffeewebshop

    (@coffeewebshop)

    Update: I tried the SEPA direct debit again with the 6.2.0 version of Mollie but the payment failed as well. Will downgrade to 6.1.0 and try a direct debit payment again tomorrow.

    @coffeewebshop I have reinstalled version 6.1.0 and everything works again! So I suggest you downgrade also to 6.1.0. Like I said before the issues started from 6.2.0, its 2 weeks later its a shame they havent fixed this yet, the error is quite clear…

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @jeremypercy,

    Thanks for testing, much appreciated!
    We were not aware of any issues with recurring payments with SEPA direct debit.
    Had we known, we maybe could have included a fix in our recent hotfix update 6.2.1.
    But we will take a closer look at this. Our internal testing was passed successfully, but something seemingly did not go according to the plan.
    Downgrading to version 6.1.0 is a good workaround for now until we found a solution.

    Kind regards,
    Niklas

    Thread Starter coffeewebshop

    (@coffeewebshop)

    Hi @jeremypercy and @niklasinpsyde thanks for testing and following up! Relieved to know that there’s a workaround, will install 6.1.0 and see if it works tomorrow. Thanks for the quick & helpful answers everyone!

    • This reply was modified 3 years, 7 months ago by coffeewebshop.
    Thread Starter coffeewebshop

    (@coffeewebshop)

    Hi all, downgrading to 6.1.0 is a good workaround indeed as was pointed out earlier and it works for me. So my issues are resolved for now. Would be great to have a fix so users like myself can also use the latest version of the plugin. But thanks to everyone for all the helpful answers for now!

    We will try to fix that issue asap. Our devs are already on it.

    Thread Starter coffeewebshop

    (@coffeewebshop)

    Hi all, one more question from my end: what about current subscriptions? The workaround works for new subscriptions, but I also have a bunch of customers that already had a subscription and for which it will renew tomorrow…

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hey @coffeewebshop & @jeremypercy,

    Around Thursday, we will release a new update that will resolve the issue for newly created subscriptions. It will work just like it used to in version 6.1. However, subscriptions created by version 6.2 require a manual fix. An automated repair function will follow later. Apologies for the inconvenience.
    This SQL query below can be used to repair the affected subscriptions:
    The forum formatting somewhat messed up the query, so I pasted it here instead:
    https://pastebin.com/MwBvqKTu
    (Please create a database backup before running any query)

    We have included more details in the support tickets.
    If there are any questions regarding the query, please let us know.

    Kind regards,
    Niklas

    • This reply was modified 3 years, 7 months ago by Syde Niklas. Reason: removed SQL query, formatting
Viewing 15 replies - 1 through 15 (of 16 total)
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