Payment declined due to PSD2 and 3DS issues
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Hello,
I’m using your plugin to manage payments on our website.
During the last few days we are experiencing issues with payments that are declined by our customers’ banks due to the transaction not being compliant with PSD2 directives.Currentily we are running the latest version of WooCommerce, WooCoommerce Subscriptions and WooCoommerce Gateway Stripe.
Stripe support suggested it may be a matter of Stripe API version not being the latest (the plugin uses version 2019-09-09).
Do you have any suggestions?
Regards,
Luca
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Hi @lucacarotenutobabacomarket
Could you 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”.?
Once you’ve done that, paste it here in your response.
Thank you!
Hi @chiape
thanks for your reply.Here is the system report:
### WordPress Environment ### WordPress address (URL): https://babacomarket.com Site address (URL): https://babacomarket.com WC Version: 6.2.1 REST API Version: ? 6.2.1 WC Blocks Version: ? 6.7.3 Action Scheduler Version: ? 3.4.0 WC Admin Version: ? 3.1.0 Log Directory Writable: ? WP Version: 5.9.1 WP Multisite: – WP Memory Limit: 768 MB WP Debug Mode: – WP Cron: ? Language: it_IT External object cache: – ### Server Environment ### Server Info: Apache PHP Version: 7.4.28 PHP Post Max Size: 256 MB PHP Time Limit: 120 PHP Max Input Vars: 3000 cURL Version: 7.66.0 OpenSSL/1.1.1l-fips SUHOSIN Installed: – MySQL Version: 5.7.32-35-log Max Upload Size: 256 MB Default Timezone is UTC: ? fsockopen/cURL: ? SoapClient: ? DOMDocument: ? GZip: ? Multibyte String: ? Remote Post: ? Remote Get: ? ### Database ### WC Database Version: 6.0.0 WC Database Prefix: wpv1_ Dimensione totale database: 2308.49MB Dimensione dati database: 1409.40MB Dimensione indice database: 899.09MB wpv1_woocommerce_sessions: Dati: 4.02MB + indice: 0.06MB + motore InnoDB wpv1_woocommerce_api_keys: Dati: 0.05MB + indice: 0.03MB + motore InnoDB wpv1_woocommerce_attribute_taxonomies: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_woocommerce_downloadable_product_permissions: Dati: 0.02MB + indice: 0.06MB + motore InnoDB wpv1_woocommerce_order_items: Dati: 14.52MB + indice: 7.28MB + motore InnoDB wpv1_woocommerce_order_itemmeta: Dati: 147.69MB + indice: 82.20MB + motore InnoDB wpv1_woocommerce_tax_rates: Dati: 0.02MB + indice: 0.06MB + motore InnoDB wpv1_woocommerce_tax_rate_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_woocommerce_shipping_zones: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_woocommerce_shipping_zone_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_woocommerce_shipping_zone_methods: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_woocommerce_payment_tokens: Dati: 0.47MB + indice: 0.20MB + motore InnoDB wpv1_woocommerce_payment_tokenmeta: Dati: 1.52MB + indice: 1.97MB + motore InnoDB wpv1_woocommerce_log: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_actionscheduler_actions: Dati: 28.56MB + indice: 26.89MB + motore InnoDB wpv1_actionscheduler_claims: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_actionscheduler_groups: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_actionscheduler_logs: Dati: 21.20MB + indice: 14.25MB + motore InnoDB wpv1_check_pincode_p: Dati: 0.01MB + indice: 0.00MB + motore MyISAM wpv1_commentmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_comments: Dati: 110.64MB + indice: 74.17MB + motore InnoDB wpv1_giftcard_delivery: Dati: 0.08MB + indice: 0.00MB + motore InnoDB wpv1_links: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_lmfwc_api_keys: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_lmfwc_generators: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_lmfwc_licenses: Dati: 0.08MB + indice: 0.00MB + motore InnoDB wpv1_lmfwc_licenses_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_mailchimp_carts: Dati: 1.02MB + indice: 0.00MB + motore InnoDB wpv1_mailchimp_jobs: Dati: 1.13MB + indice: 0.00MB + motore InnoDB wpv1_ms_snippets: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_options: Dati: 6.42MB + indice: 1.19MB + motore InnoDB wpv1_pincode_setting_p: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_popularpostsdata: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_popularpostssummary: Dati: 60.58MB + indice: 66.67MB + motore InnoDB wpv1_popularpoststransients: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_postmeta: Dati: 436.98MB + indice: 535.66MB + motore InnoDB wpv1_posts: Dati: 39.52MB + indice: 16.00MB + motore InnoDB wpv1_revslider_css: Dati: 0.13MB + indice: 0.00MB + motore InnoDB wpv1_revslider_layer_animations: Dati: 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7.05MB + motore InnoDB wpv1_wc_order_stats: Dati: 6.52MB + indice: 6.55MB + motore InnoDB wpv1_wc_order_tax_lookup: Dati: 4.52MB + indice: 5.03MB + motore InnoDB wpv1_wc_product_meta_lookup: Dati: 0.02MB + indice: 0.09MB + motore InnoDB wpv1_wc_rate_limits: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_wc_reserved_stock: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_wc_tax_rate_classes: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_wc_webhooks: Dati: 0.20MB + indice: 0.09MB + motore InnoDB wpv1_wc_zapier_history: Dati: 0.19MB + indice: 0.00MB + motore InnoDB wpv1_wpforms_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_wpmailsmtp_debug_events: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_wpmailsmtp_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB wpv1_wpml_mails: Dati: 449.05MB + indice: 0.00MB + motore InnoDB wpv1_wpr_rucss_resources: Dati: 0.02MB + indice: 0.06MB + motore InnoDB wpv1_wpr_rucss_used_css: Dati: 0.02MB + indice: 0.05MB + motore InnoDB wpv1_yith_wcwl: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_yith_wcwl_lists: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_yoast_indexable: Dati: 6.52MB + indice: 6.78MB + motore InnoDB wpv1_yoast_indexable_hierarchy: Dati: 0.47MB + indice: 0.73MB + motore InnoDB wpv1_yoast_migrations: Dati: 0.02MB + indice: 0.02MB + motore InnoDB wpv1_yoast_primary_term: Dati: 0.02MB + indice: 0.03MB + motore InnoDB wpv1_yoast_seo_links: Dati: 0.06MB + indice: 0.03MB + motore InnoDB wpv1_yoast_seo_meta: Dati: 0.06MB + indice: 0.00MB + motore InnoDB ### Post Type Counts ### acf-field: 78 acf-field-group: 6 attachment: 568 boxzilla-box: 4 custom_css: 1 customize_changeset: 2 elementor_library: 1 footers: 1 imperfezione: 5 iubenda_form: 2 mc4wp-form: 1 nav_menu_item: 35 page: 33 post: 135 postman_sent_mail: 3 prodotto_slowfood: 6 product: 42 product_variation: 16 produttore: 7 revision: 1516 saswp: 1 shop_coupon: 7182 shop_order: 60337 shop_order_refund: 1013 shop_subscription: 8809 sp_pc_shortcodes: 1 sp_wp_carousel: 1 vc_grid_item: 4 wpcf7_contact_form: 1 ### Security ### Secure connection (HTTPS): ? Hide errors from visitors: ? ### Active Plugins (56) ### Query Monitor: by John Blackbourn – 3.8.2 WooCommerce Pixel Manager: by SweetCode – 1.14.3 Template Library and Redux Framework: by Extendify – 4.3.11 Ultimate Addons for WPBakery Page Builder: by Brainstorm Force – 3.18.0 Campi Personalizzati Avanzati: by Delicious Brains – 5.12 Babaco Checkout Manager: by Ferdinando Bocca – 1.0.0 Babacomarket Features: by Luca Carotenuto – 1.0.0 Boxzilla - Exit Intent: by ibericode – 1.0.2 Boxzilla - MailChimp integration: by ibericode – 1.1.3 Boxzilla: by ibericode – 3.2.25 Classic Editor: by Contributori WordPress – 1.6.2 Custom Post Type UI: by WebDevStudios – 1.10.2 Disable Comments: by WPDeveloper – 2.3.3 Facebook for WooCommerce: by Facebook – 2.6.10 Farmvilla Theme Plugins: by Blicca Themes – 1.0.2 Flexible Checkout Fields: by WP Desk – 3.2.1 Hotjar: by Hotjar – 1.0.12 Smash Balloon Instagram Feed: by Smash Balloon – 6.0.4 Cookie and Consent Solution for the GDPR & ePrivacy: by iubenda – 2.5.91 WPBakery Page Builder: by Michael M - WPBakery.com – 5.7 Kadence WooCommerce Email Designer: by Kadence WP – 1.4.10 License Manager for WooCommerce: by wpexpertsio – 2.2.5 Loco Translate: by Tim Whitlock – 2.5.8 Mailchimp for WooCommerce: by Mailchimp – 2.5.4 MC4WP: Mailchimp for WordPress: by ibericode – 4.8.6 Metorik Helper: by Metorik – 1.5.1 Multiple Post Thumbnails: by Chris Scott – 1.7 Richpanel for WooCommerce: by Richpanel – 2.3.1 Simple Banner: by Ryan Petersen – 2.11.0 User Switching: by John Blackbourn & contributors – 1.5.8 WebP Converter for Media: by Mateusz Gbiorczyk – 4.2.2 Woocommerce check pincode/zipcode for shipping: by phoeniixx – 1.5.7 WooCommerce Stripe Gateway: by WooCommerce – 6.2.0 WooCommerce Google Analytics Integration: by WooCommerce – 1.5.8 WooCommerce Order Delivery: by Themesquad – 1.9.6 WooCommerce Subscriptions: by WooCommerce – 4.0.2 WooCommerce Zapier: by OM4 Software – 2.3.0 WooCommerce: by Automattic – 6.2.1 WordPress Popular Posts: by Hector Cabrera – 5.5.1 Yoast SEO: by Team Yoast – 18.2 WordPress Starter: by SiteGround – 1.1.7 Asset CleanUp Pro: Page Speed Booster: by Gabe Livan – 1.2.0.6 Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.8.5 WordPress Carousel Pro: by ShapedPlugin – 3.1.6 WP Crontrol: by John Blackbourn & crontributors – 1.12.0 WP Mail SMTP: by WPForms – 3.3.0 WP Override Translations: by Vincenzo Luongo – 1.4.0 WP Rocket: by WP Media – 3.10.8 Smush: by WPMU DEV – 3.9.5 WPForms Lite: by WPForms – 1.7.2.1 Advanced Order Export For WooCommerce (Pro): by AlgolPlus – 3.1.4 Code Snippets: by Code Snippets Pro – 2.14.3 Contact Form 7: by Takayuki Miyoshi – 5.5.6 Duplicate Post Page Menu & Custom Post Type: by Inqsys Technology – 2.0.0 Importatore WordPress: by wordpressdotorg – 0.7 WP Database Backup: by Prashant Walke – 5.8.3 ### Inactive Plugins (2) ### Index WP MySQL For Speed: by Oliver Jones Rick James – 1.4.3 WP Mail Logging: by Wysija – 1.10.4 ### Dropin Plugins (1) ### advanced-cache.php: advanced-cache.php ### Must Use Plugins (1) ### Asset CleanUp Pro: Plugin Filtering: by Gabriel Livan – 1.0 ### Settings ### API Enabled: – Force SSL: – Currency: EUR (€) Currency Position: right 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: ? ### WC Pages ### Shop base: #125 - /le-box/ Carrello: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block. Cassa: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block. Il mio account: #145 - /my-account/ Termini e condizioni: #732 - /termini-e-condizioni/ ### Theme ### Name: Farmvilla Organic Theme Child Version: 1.8 Author URL: Child Theme: ? Parent Theme Name: Farmvilla Organic Theme Parent Theme Version: 1.2.7 Parent Theme Author URL: https://themeforest.net/user/bliccaThemes WooCommerce Support: ? ### Templates ### Overrides: farmvilla-organic-theme-child/woocommerce/cart/cart-totals.php farmvilla-organic-theme-child/woocommerce/cart/cart.php versione 3.5.0 è obsoleta. La versione attuale è 3.8.0 farmvilla-organic-theme-child/woocommerce/cart/shipping-calculator.php versione 3.5.0 è obsoleta. La versione attuale è 4.0.0 farmvilla-organic-theme-child/woocommerce/checkout/form-checkout.php farmvilla-organic-theme-child/woocommerce/checkout/review-order.php versione 3.8.0 è obsoleta. La versione attuale è 5.2.0 farmvilla-organic-theme-child/woocommerce/checkout/thankyou.php farmvilla-organic-theme-child/woocommerce/content-product.php farmvilla-organic-theme-child/woocommerce/emails/customer-processing-order.php farmvilla-organic-theme-child/woocommerce/emails/customer-refunded-order.php farmvilla-organic-theme-child/woocommerce/emails/email-order-details.php farmvilla-organic-theme-child/woocommerce/global/quantity-input.php versione 3.4.0 è obsoleta. La versione attuale è 4.0.0 farmvilla-organic-theme-child/woocommerce/loop/loop-end.php farmvilla-organic-theme-child/woocommerce/loop/price.php farmvilla-organic-theme-child/woocommerce/myaccount/form-edit-address.php farmvilla-organic-theme-child/woocommerce/myaccount/form-login.php versione 3.6.0 è obsoleta. La versione attuale è 4.1.0 farmvilla-organic-theme-child/woocommerce/myaccount/my-account.php farmvilla-organic-theme-child/woocommerce/myaccount/my-address.php farmvilla-organic-theme-child/woocommerce/myaccount/my-orders.php farmvilla-organic-theme-child/woocommerce/order/order-details-item.php versione 3.7.0 è obsoleta. La versione attuale è 5.2.0 farmvilla-organic-theme-child/woocommerce/order/order-details.php versione 3.7.0 è obsoleta. La versione attuale è 4.6.0 farmvilla-organic-theme-child/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php farmvilla-organic-theme-child/woocommerce/single-product/price.php farmvilla-organic-theme-child/woocommerce/single-product/product-image.php farmvilla-organic-theme-child/woocommerce/single-product/product-thumbnails.php farmvilla-organic-theme-child/woocommerce/single-product/related.php farmvilla-organic-theme-child/woocommerce/single-product/short-description.php farmvilla-organic-theme-child/woocommerce/single-product/tabs/tabs.php versione 2.4.0 è obsoleta. La versione attuale è 3.8.0 farmvilla-organic-theme-child/woocommerce/single-product/title.php farmvilla-organic-theme-child/woocommerce/single-product.php Outdated Templates: ? Scopri come aggiornare ### Subscriptions ### WCS_DEBUG: ? No Subscriptions Mode: ? Live Subscriptions Live URL: https://babacomarket.com Subscriptions Template Theme Overrides: farmvilla-organic-theme-child/woocommerce/emails/cancelled-subscription.php farmvilla-organic-theme-child/woocommerce/emails/customer-completed-renewal-order.php farmvilla-organic-theme-child/woocommerce/emails/email-order-details.php farmvilla-organic-theme-child/woocommerce/emails/on-hold-subscription.php farmvilla-organic-theme-child/woocommerce/emails/subscription-info.phpversion 2.6.0 is out of date. The core version is 3.0.4 farmvilla-organic-theme-child/woocommerce/myaccount/related-subscriptions.php farmvilla-organic-theme-child/woocommerce/myaccount/view-subscription.php farmvilla-organic-theme-child/woocommerce/single-product/add-to-cart/variable-subscription.php ? Learn how to update Subscription Statuses: draft: 4 trash: 1 wc-active: 2260 wc-pending-cancel: 1 wc-pending: 4 wc-on-hold: 2840 wc-cancelled: 3699 WooCommerce Account Connected: ? Yes Active Product Key: ? No Custom Retry Rules: ? No Custom Retry Rule Class: ? No Custom Raw Retry Rule: ? No Custom Retry Rule: ? No Retries Migration Status: ? Completed Report Cache Enabled: ? Yes Cache Update Failures: ? 0 failure ### Store Setup ### Country / State: Italia — Milano ### Subscriptions by Payment Gateway ### other: wc-cancelled: 1 Stripe: draft: 4 trash: 1 wc-active: 2144 wc-cancelled: 3540 wc-on-hold: 2688 wc-pending: 3 Stripe SEPA Direct Debit: wc-active: 116 wc-cancelled: 157 wc-on-hold: 149 wc-pending-cancel: 1 ### 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 Stripe SEPA Direct Debit: 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 ### Action Scheduler ### Operazione annullata: 19 Oldest: 2022-02-01 15:17:02 +0000 Newest: 2022-02-28 00:05:18 +0000 Completato: 83.879 Oldest: 2022-01-31 08:02:51 +0000 Newest: 2022-03-02 09:36:29 +0000 Operazione non riuscita: 171 Oldest: 2021-02-28 11:12:59 +0000 Newest: 2022-02-28 00:08:44 +0000 In attesa: 2.324 Oldest: 2022-03-02 13:21:20 +0000 Newest: 2022-11-02 02:00:00 +0000 ### Order Delivery ### Minimum working days: 2 Shipping days: Sunday Enabled: ? Cut-off time: - Monday Enabled: ? Cut-off time: - Tuesday Enabled: ? Cut-off time: - Wednesday Enabled: ? Cut-off time: - Thursday Enabled: ? Cut-off time: - Friday Enabled: ? Cut-off time: - Saturday Enabled: ? Cut-off time: - Checkout location: After additional fields Checkout options: calendar Delivery ranges: Default Range: 0 - 0 Shipping methods: - Delivery days: Sunday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Monday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Tuesday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Wednesday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Thursday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Friday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Saturday Enabled: ? No of orders: 0 Shipping methods: all Time frames: ? Max delivery days: 90 Delivery fields: required Enable local pickup: ? Limit delivery of order renewals: ? Overrides: farmvilla-organic-theme-child/woocommerce/checkout/form-delivery-date.php versione 1.5.0 è obsoleta. La versione attuale è 1.9.5,farmvilla-organic-theme-child/woocommerce/emails/email-delivery-date.php Outdated Templates: ? Scopri come aggiornare ### WooCommerce Zapier ### Database Version: ? 14 Detailed Logging Enabled: No Legacy Mode Disabled: ? Yes SSL: ? Yes REST API Authentication Key(s): ? 91 Task History Record Count: ? 1235 Webhook #2398: WooCommerce Zapier - Status: active - Trigger: order.created - Delivery Count: 1184 Deleted Webhook Delivery Count: 51 ### Status report information ### Generated at: 2022-03-02 10:36:34 +01:00
Thanks!
Hello,
Thanks for writing back and sharing the system report!
Please contact us at WooCommerce.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.
Hi,
thanks for your reply.I just submitted the ticket to woocommerce support.
Regards,
LucaGlad to hear that.
Hopefully, you’ll receive a response from our team soon. If you have any further questions, I recommend creating a new thread.
Best.
- The topic ‘Payment declined due to PSD2 and 3DS issues’ is closed to new replies.