Orders on hold

Hello,

It looks like it is an authorization, if they are enabled then the charges then need to be captured within seven days, otherwise the authorization will expire and the order will be cancelled.

More info: https://woocommerce.com/document/stripe/#does-stripe-support-authorization-and-capture

I understand the payment is completed in the Stripe end, but on hold on WooCommerce, to help you investigate, please share a copy of your site’s System Status: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.

Thanks.

At other site, and stripe account we dont have this problem.

WordPress Environment

WordPress address (URL): https://programhollywood.pl
Site address (URL): https://programhollywood.pl
WC Version: 7.2.3
REST API Version: ?</img> 7.2.3
WC Blocks Version: ?</img> 8.9.4
Action Scheduler Version: ?</img> 3.4.0
Log Directory Writable: ?</img>
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: –
Language: pl_PL
External object cache: ?</img>

Server Environment

Server Info: nginx
PHP Version: 7.4.29
PHP Post Max Size: 128 MB
PHP Time Limit: 600
PHP Max Input Vars: 20000
cURL Version: 7.64.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 5.7.36-39-log
Max Upload Size: 128 MB
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
GZip: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

Database

WC Database Version: 7.2.3
WC Database Prefix: x7MKr_
Ca?kowity rozmiar bazy danych: 14.92MB
Rozmiar bazy danych: 12.55MB
Rozmiar indeksu bazy danych: 2.37MB
x7MKr_woocommerce_sessions: Dane: 0.36MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_woocommerce_api_keys: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_woocommerce_attribute_taxonomies: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_woocommerce_downloadable_product_permissions: Dane: 0.02MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_woocommerce_order_items: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_woocommerce_order_itemmeta: Dane: 0.08MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_woocommerce_tax_rates: Dane: 0.02MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_woocommerce_tax_rate_locations: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_woocommerce_shipping_zones: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_woocommerce_shipping_zone_locations: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_woocommerce_shipping_zone_methods: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_woocommerce_payment_tokens: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_woocommerce_payment_tokenmeta: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_woocommerce_log: Dane: 1.52MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_actionscheduler_actions: Dane: 0.23MB + Indeks: 0.22MB + Silnik InnoDB
x7MKr_actionscheduler_claims: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_actionscheduler_groups: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_actionscheduler_logs: Dane: 0.08MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_cartflows_visits: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_cartflows_visits_meta: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_commentmeta: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_comments: Dane: 0.05MB + Indeks: 0.09MB + Silnik InnoDB
x7MKr_e_events: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_e_submissions: Dane: 0.02MB + Indeks: 0.27MB + Silnik InnoDB
x7MKr_e_submissions_actions_log: Dane: 0.02MB + Indeks: 0.11MB + Silnik InnoDB
x7MKr_e_submissions_values: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_links: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_options: Dane: 2.50MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_postmeta: Dane: 4.33MB + Indeks: 0.31MB + Silnik InnoDB
x7MKr_posts: Dane: 2.28MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_termmeta: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_terms: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_term_relationships: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_term_taxonomy: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_usermeta: Dane: 0.08MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_users: Dane: 0.02MB + Indeks: 0.05MB + Silnik InnoDB
x7MKr_wcs_payment_retries: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_activecampaign: Dane: 0.11MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_wc_admin_notes: Dane: 0.05MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_wc_admin_note_actions: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_category_lookup: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_wc_customer_lookup: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_wc_download_log: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_wc_order_coupon_lookup: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_wc_order_product_lookup: Dane: 0.02MB + Indeks: 0.06MB + Silnik InnoDB
x7MKr_wc_order_stats: Dane: 0.02MB + Indeks: 0.05MB + Silnik InnoDB
x7MKr_wc_order_tax_lookup: Dane: 0.02MB + Indeks: 0.03MB + Silnik InnoDB
x7MKr_wc_product_attributes_lookup: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_product_download_directories: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_product_meta_lookup: Dane: 0.02MB + Indeks: 0.09MB + Silnik InnoDB
x7MKr_wc_rate_limits: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_reserved_stock: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_wc_tax_rate_classes: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_wc_webhooks: Dane: 0.02MB + Indeks: 0.02MB + Silnik InnoDB
x7MKr_woocommerce_tpay: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB
x7MKr_woocommerce_tpay_clients: Dane: 0.02MB + Indeks: 0.00MB + Silnik InnoDB

Post Type Counts

attachment: 147
cartflows_flow: 10
cartflows_step: 19
custom_css: 1
customize_changeset: 1
elementor_library: 15
page: 5
post: 6
product: 23
revision: 75
shop_coupon: 1
shop_order: 37
shop_subscription: 20
treneiro_request: 7
vg_gateway_condition: 1
wc_membership_plan: 6
wc_user_membership: 13

Security

Secure connection (HTTPS): ?</img>
Hide errors from visitors: ?</img>

Active Plugins (18)

Tpay WooCommerce payment module: przez Tpay – 2.9.9
ActiveCampaign for WooCommerce: przez ActiveCampaign – 1.9.8
ActiveCampaign: przez ActiveCampaign – 8.1.10
CartFlows Pro: przez CartFlows Inc – 1.11.7
CartFlows: przez CartFlows Inc – 1.11.8
Easy WP SMTP: przez Easy WP SMTP team – 1.5.3
Elementor: przez Elementor.com – 3.10.0
Happy Elementor Addons: przez weDevs – 3.8.1
PRO Elements: przez PROElements.org – 3.8.0
Modu?y dodatkowe: przez streamweb | Cezary Strus –
Treneiro API Webhooks: przez Mieszko Matuszczak – 0.7.1
WooCommerce Conditional Shipping and Payments: przez WooCommerce – 1.14.4
WooCommerce Fakturownia by wphocus: przez WPhocus – 1.6.105
WooCommerce Stripe Gateway: przez WooCommerce – 7.0.1
WooCommerce Memberships: przez SkyVerge – 1.24.0
WooCommerce Subscriptions: przez WooCommerce – 4.7.0
WooCommerce: przez Automattic – 7.2.3
WP Crontrol: przez John Blackbourn i inni – 1.15.1

Inactive Plugins (0)

Dropin Plugins (1)

object-cache.php: Object Cache Redis - JDM WordPress

Must Use Plugins (1)

Integrations with JDM.pl hosting: przez JDM – 3.0.26

Settings

API Enabled: –
Force SSL: ?</img>
Currency: PLN (z?)
Currency Position: right_space
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: ?</img>
Order datastore: WC_Order_Data_Store_CPT

WC Pages

Strona sklepu: ?</img> Strona nie ustawiona
Koszyk: #17 - /koszyk/
Zamówienie: #18 - /zamowienie/
Moje konto: ?</img> Strona nie ustawiona
Regulamin: #444 - /regulamin/

Theme

Name: Hello Elementor
Version: 2.6.1
Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
Child Theme: ?</img> – Je?li modyfikujesz WooCommerce lub motyw nadrz?dny
którego nie jeste? autorem
polecamy u?ywanie motywu potomnego. Zobacz: Jak tworzy? motywy potomne

WooCommerce Support: ?</img>

Templates

Overrides: –

Memberships

Restriction mode:: Hide content only
Public content:: –
Excluded from discounts:: –
Membership plans:: 5
Hollywood treneiro 9M:: Members: 0Access method: Product(s) purchaseAccess length: Specific length (9 months)Subscription: OptionalInstallment plan: No
Hollywood treneiro 3M:: Members: 1Access method: Product(s) purchaseAccess length: Specific length (3 months)Subscription: OptionalInstallment plan: No
Hollywood treneiro 6M:: Members: 1Access method: Product(s) purchaseAccess length: Specific length (6 months)Subscription: OptionalInstallment plan: No
Hollywood treneiro 4M:: Members: 11Access method: Product(s) purchaseAccess length: Specific length (4 months)Subscription: OptionalInstallment plan: No
Hollywood treneiro 12M:: Members: 0Access method: Product(s) purchaseAccess length: Specific length (12 months)Subscription: OptionalInstallment plan: No

Subscriptions

WCS_DEBUG: ?</img> No
Subscriptions Mode: ?</img> Live
Subscriptions Live URL: https://programhollywood.pl
Subscription Statuses: wc-on-hold: 9
wc-active: 11

WooCommerce Account Connected: ?</img> No
Custom Retry Rules: ?</img> No
Custom Retry Rule Class: ?</img> No
Custom Raw Retry Rule: ?</img> No
Custom Retry Rule: ?</img> No
Retries Migration Status: ?</img> Completed
Report Cache Enabled: ?</img> Yes
Cache Update Failures: ?</img> 0 failure

Store Setup

Country / State: Polska

Subscriptions by Payment Gateway

Stripe: wc-active: 9
wc-on-hold: 9

Payment Gateway Support

Stripe: products
refunds
tokenization
add_payment_method
subscriptions
subscription_cancellation
subscription_suspension
subscription_reactivation
subscription_amount_changes
subscription_date_changes
subscription_payment_method_change
subscription_payment_method_change_customer
subscription_payment_method_change_admin
multiple_subscriptions

Admin

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ?</img> Next scheduled: 2023-01-12 00:32:31 +01:00
Options: ?</img>
Notes: 46
Onboarding: skipped

Action Scheduler

Anulowano: 6
Oldest: 2023-01-11 12:55:45 +0100
Newest: 2023-01-11 14:00:52 +0100

Zakończ: 668
Oldest: 2022-12-29 01:39:02 +0100
Newest: 2023-01-11 14:00:52 +0100

Oczekuj?ce: 46
Oldest: 2023-01-11 14:00:50 +0100
Newest: 2023-07-10 19:04:55 +0200

Status report information

Generated at: 2023-01-11 14:01:13 +01:00
`

Our stripe config:

Hello @cezarystrus,

I can see a similar report here: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2404

This usually happens when a card is declined, but you’ve mentioned everything is fine from Stripe.

Does this happen with a certain payment method like Przelewy24 or cards?

Could you also contact Stripe about that specific transaction?

Let us know how it goes!

Hi,

We only use cards on stripe. P24 is disabled. Card are successfully charged!
Everything is fine from Stripe, payments are correctly processed and have completed status but in WooCommerce it stay in on-hold.

Stripe support said to contact WooComerce support… because everything is ok on their side.

HI @cezarystrus

Based on your screenshot above, I can see that you have not enabled the New Checkout Experience on your Stripe settings, hence, I doubt that the bug commented by Saif is similar.

Some orders get this note. They are completed in the stipe panel, but in WooCommerce they remain on hold all the time

Going back to your original post here, can you please check if there are some patterns to these orders? Like, same product, same category, same product type, same customer, same location, etc?

To test this scenario, can you please enable Stripe’s Test Mode, replicate the same order above and see if you produce the same results here?

Let us know how it goes!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.