Payment failed: No such customer

Hello @ccmanz,

Thanks for reaching out.

I understand you are having an issue with Stripe after transitioning from another Stripe account.

Just so we can understand the issue even further, are there any error messages under WooCommerce > Status > Logs?

If any, please copy and share them with us via https://gist.github.com/ and send the link here.
If no errors are found, please enable debug mode, by heading over to WooCommerce > Settings > Payments > Stripe > Manage > Advanced settings and enable debug mode and save the changes as exemplified in the screenshot below:

Once you enable debug mode, please run a test order and check if new error logs are generated.

Looking forward to your reply.

Hi,

Thanks for getting back to me

Here’s one error log from stripe logs, hope this is sufficient

2024-04-19T01:55:28+00:00 Debug ====Stripe Version: 8.2.0==== ====Stripe Plugin API Version: 2019-09-09==== ====Start Log==== Error: stdClass Object ( [error] => stdClass Object ( [code] => resource_missing [doc_url] => https://stripe.com/docs/error-codes/resource-missing [message] => No such customer: 'cus_OQh8Of7PhU6S20' [param] => customer [request_log_url] => https://dashboard.stripe.com/logs/req_pheqlwbjT8Yh7N?t=1713491728 [type] => invalid_request_error ) )

The error log above was triggered today. Do you think this is adviseable?

https://woocommerce.com/document/stripe/customization/database-cleanup/

This happened after changing a stripe account.

Hi again @ccmanz,

Thanks for sharing more details with us.

Looking at the error message you’ve provided, it indicates that Stripe is unable to find a customer with the shared ID. It is possible this could be happening due to having switched Stripe accounts.

Do you think this is adviseable?

Once you connect a new Stripe account to your WooCommerce site, a database cleanup is highly recommended. You can follow the instructions from the shared link to clean up the database after changing your Stripe account.

I hope this helps.

Hi, despite implementing the database cleanup we are still getting failed orders due to no customer found after stripe account change.. Please advise as this is a very bad experience for our customers.

Hi @ccmanz,

The problem is that the customer exists on the platform’s account, but not on the connected account you’re trying to create the charge on.

You need to?share the customer?from the platform account to the connected account. You can learn more on Stripe’s documentation here: https://docs.stripe.com/payments/payment-methods/connect#cloning-payment-methods.

Please let us know if this helps!

Cheers!
-OP

Hi there ?? ,

We haven’t heard from you in a while; this is to check if you’ve been able to proceed with the troubleshooting steps provided before and if you still need help.

Thanks!
-OP