No saved payment methods

Hello hellofit,

I hope you’re doing well today!

I just wanted to double-check with you:
Are your customers currently unable to save their payment information on the website?
It seems like they were able to do so before the issue arose in February 2024.

Before we dive into troubleshooting, could you please provide a screenshot of your Payments & Transactions page? This will help me ensure that everything is set up correctly.

Here is an example.
Make sure you hide any sensitive information.

To assist you further, I’d like to review your site’s System Status Report.
You can access this by navigating to WooCommerce > Status, selecting “Get system report,” and then clicking “Copy for support.”

Once you’ve copied the report, you can paste the text on https://paste.mozilla.org/. Afterward, kindly share the generated link with us here in your reply.

I look forward to your response! ??

Best regards.

hi @zubair,

I am also getting this issue, payment is not pushing through.. Saved Cards are removed and new entered card not saving

https://drive.google.com/file/d/1dIsl8g_UOi58HLlNK7DJ9_lEnugHoEjK/view?usp=sharing

https://paste.mozilla.org/SKYtK2K3

• This reply was modified 6 months, 2 weeks ago by mergehealth.

Hello mergehealth

Thank you for your reply.

To confirm, you are now facing an issue where the payment process has failed.
Have you tried a different card? Or have used this card somewhere else?
I am trying to check if the problem lies with the card.

The next step would be to check the Stripe payment method in a Test Mode.
At this point, I will also suggest creating a staging/clone site so we can freely perform diagnostics without affecting the live site.

You may ask your web host if they provide a Staging Site feature.
If not then you can use WP Staging, a free plugin to create a staging site.

Please let me know about your findings. ??

Best regards.

Tried different card, but, same issue “please try again later”

Hello mergehealth

Thank you for your reply.

Now that we have narrowed down the problem to the Stripe plugin, the next step will be to check if it works in the test mode. Please follow the steps outlined in this guide and enable the test mode for Stripe.

Before you perform the test transactions, I recommend you go to Stripe Settings and enable the Debug Mode so we can check any possible errors. Below is the screenshot for your reference:

Once you enable the Test mode, you will need to Stripe Test cards to do a transaction.
Let me know if you can perform test transactions or are still facing any issues.

Looking forward to your response. ??

Best regards.

Hi,

I have attached a screenshot for the Payments & Transactions.

‘I just wanted to double-check with you:
Are your customers currently unable to save their payment information on the website?
It seems like they were able to do so before the issue arose in February 2024.’

Yes this is correct. Although they do not choose to save it to me knowledge, the option to ‘saved card information’ has always been there but to my understanding that was so they can store their card info on my website front end checkout for future use.

Up until Feb 24, their info would automatically go to my stripe account for future charges.

https://drive.google.com/file/d/1q0bfyWMCNwZ5DL4E86D5HiP8cXovAPAO/view?usp=drive_link

Here is the status report https://paste.mozilla.org/42bvDgSZ

I really appreciate your help as I do not know where else I can go and its negatively impacting my business.

Hi @hellofit,

I’m afraid Google Drive is restricted (not available for public viewing), and the GitHub link has already expired, and I can’t see it. Could you please send both again?

Can you also let us know if the Enable payments via saved card option is checked?

Can you share more details about your site? Do you use a subscription plugin for your gym members’ monthly payments?

Thanks!
-OP

Hi,

Where is best to upload the file for you to view? I have changed the settings on here so you should be able to view?

https://drive.google.com/file/d/1q0bfyWMCNwZ5DL4E86D5HiP8cXovAPAO/view?usp=sharing

Which is the GITHUB file you require resending, the status report?

Enable payments via saved card option?is ticked yes.

No subscription plugins, just a shop for single purchases – https://hellofit.co.uk/product/gym-membership-loyalty/

Thanks,

Hi @hellofit,

Thanks, I can see the screenshot now! Can you share a screenshot that shows the account details, with the Account Status, and the Payout and Webhooks status, please?

For the other two files, please follow these steps:

• 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.

Thanks!
-OP

Hi,

Hope this works, status report – https://github.com/rcik90/stripe/blob/ffa6a40f00a72db0f725f51c0574fe7f842dd9e7/statusreport20052024

No fatal error logs.

Hope these images help

https://drive.google.com/file/d/1LlW2AGEbCs9fNwAnxARxhsgdR9dRXQTA/view?usp=sharing

https://drive.google.com/file/d/16St6NlRN7sDsM35VT-Vp91CCEa9J09H2/view?usp=sharing

https://drive.google.com/file/d/1JLVRv5l7mHIkUkMu95NTcJc4VWpSd5hY/view?usp=sharing

Could you advise where I can screenshot the payout and account status?

Thank you

Hey, @hellofit!

Thanks for the report and the screenshots.

I see you are located in Europe, correct?

Is the payment method used by your customers SEPA?
Are you using the new checkout experience or the legacy one? If you don’t know, please share a screenshot from WooCommerce > Settings > Payments > Stripe > Settings > Advanced so we can take a look.

Also, I noticed Subscriptions For WooCommerce: by WP Swings is inactive. Can you confirm which plugin you are using for the subscriptions?

Looking forward to your reply.

Have a wonderful day!

Hi,

Yes I am in the UK.

I have attached two screen shots, it looks like SEPA isnt turned on and we are not using the legacy checkout.

I am unsure in regards to the plugin in question being off, that could be a good point. A while ago I did have a problem where I had to disable all plugins and gradually reactivate to find which plugin was causing an issue, maybe this is the reason for card payment info not being saved?

There isnt really a subscription plugin that I knowingly use, the customer makes a payment on the website and their card info is saved on their customer page on stripe, i didnt think a plugin on the wordpress site could influence that.

Shall we see and reactivate it?

On further look at the plugin, it mentions selecting products as a subscription and adding labels to the products I am not sure this is the cause as I do not remember this being done.

https://drive.google.com/file/d/1GaCu9Eo4rPOxzuw9mv88tYZ30RfgopUk/view?usp=sharing

https://drive.google.com/file/d/14e-MwIyHo24vjzuWIlkqvB_rv-Fvluiv/view?usp=sharing

Express checkouts are also currently disabled

Hello hellofit

Thank you for your reply.

I have reviewed the screenshot of Stripe settings and also checked the Checkout page.
The “SAVE PAYMENT INFORMATION” checkout is appearing correctly.
This determines that there are no configuration issues.
The problem could be occurring due to a conflict between plugins or the active theme.

Could you tell me more about the issue you faced a while ago where you deactivated all the plugins?
What was the issue and how did you fix it?

The best way forward would be to conduct a conflict test.
I suggest creating a staging site so the live site is not disturbed.
You can use the WP Staging plugin to create a staging site and then follow this guideline to perform a conflict test.

Looking forward to your response. ??

Best regards.