Payment gateway freezes at payment and we get’ payment pending’
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Hello, we use WooCommerce (7.6.0) and a payment provider plugin WooCommerce Eway Payment Gateway (3.6.1) for Credit and Debit Card payments. Often the system freezes at Checkout so that we receive no payment but otherwise get the full order shown as ‘Pending Payment’ (see page link above). I have contacted Eway who say they have checked everything at their end to no avail and suggested I ask WC for help. – It is intermittent. Does not happen on all transactions although all 3 in the past 2 days were frozen. – There does not seem to be a particular card type or browser type that is common (but I can’t be positive about this…I’m relying on what customers are prepared to tell me) Be very grateful for any help.
Below is the full text of my reply from EWay:-
(note: I have not yet tried their suggestion of removal + Reinstall, wanted to see what you guys at Woo thought before doing that. Besides, I’m scared I’ll break something by doing that ??
Based on the data you’ve provided, its difficult to say what the actual cause is. It is interesting, however, that you had an infinitely pending page when trying to complete the payment; Do you know if your store is using the official extension for Eway that Woocommerce developed? (found here – https://woocommerce.com/products/eway/) If you are, possibly a removal + Reinstall might resolve the issues, although because they appear intermittent this may not help at all.
Due to the intermittent nature of the issues, I don’t know if the store itself is the cause. There may be some conflicts between modules that only come up if clients select specific options, but it could also be a browser extension some clients are using, that interferes with the store function (I’ve seen some wild behaviours from Ad blockers in the past). There’s also the chance that the problem comes from clients using specific browsers/ devices e.g. only people using a Mac.
From what you’ve described though, none of the issues appear to be between your website and Eway communicating. I’ve processed my own attempt at a transaction as well – I did have an issue on your payment form whereby I was unable to submit my card details without completing a page refresh, which indicates to me that there may be some loading issues on the site functions, so I recommend reviewing this further with Woocommerce directly – seeing if there are any logs/network details recording resources failing to response/load during checkout might help you find the cause.
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Hi @windspeed
Thanks for reaching out!
I understand that the payment freezes upon checkout, hence, you are not receiving the payment but see an order with the status of Pending Payment. Furthermore, the problem is intermittent and may not be related to a specific card type or browser, correct?
The next time you encounter such an issue about the WooCommerce Eway Gateway plugin, please post it to the proper forum thread here: https://www.ads-software.com/support/plugin/woocommerce-gateway-eway/
For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce and Eway plugins are enabled and see if this works?
If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.
If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.
If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.
You can find it via
WooCommerce > Status. SelectGet system reportand thenCopy for support. Once you’ve done that, you can paste it into your reply here.If you could also provide the 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.
Let us know how it goes!
Hello and thanks for your detailed reply.
Firstly apologies for posting in the wrong forum thread (I’m not good with all of this) and also for posting a duplicate (not sure how that happened, I’m still not good with all of this ?? I am replying to your message still on the wrong forum thread as I do not know how to transfer it to the correct one. Tell me if you want me to start a new thread on woocommerce-gateway-eway.
I have a nice lady who helps me with my websites and I have given your reply to her and she is working through the suggestions.
Here is an update so far…
Here is the System Status Report you asked for and, while it means nothing to me, she also tells me the log shows No Fatal Errors. (I tried to copy it here as you requested but when I go to Woocommerce>Status>Logs, the only log in there is 5 days ago and ‘view’ just brings up a blank page.
Attached is the capture she sent me of the System Status Report but it shows no *Fatal Error Logs*. WordPress Environment WordPress address (URL): https://lekite.com.au
Site address (URL): https://lekite.com.au
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Thanks
Hi,
I understand the checkout page freezes and the order shows pending payment.
To clarify, did you run a conflict test as recommended previously? If so, what was the result? You can install the plugin https://www.ads-software.com/plugins/check-conflicts/ if you would like to run the test.
When all plugins are disabled except WooCommerce and Eway, does the issue persist?
Please let us know what you find.
Hi Igor, We’re still working through the testing process. Because it’s an intermittent problem, I’ve got to make one plugin, wait to see if the problem still occurs over the next few days, repeat etc.
The problem seems to be that if we disable all plugins except Woo and Eway, we get no customers (because the website doesn’t display very well) to cause the problem so we can’t tell if the problem is still there.
If we do the disabling on the staging environment, I again assume that no customers will see/use this so their card details will not be inputted into the staging thing so it can’t activate the potential problem.
Am I missing something in the process?
Thanks Chris
Hello,
For better assistance, please create your thread in the appropriate line of support, this is for anyone else that have had the same issue will be able to answer your question quicker – https://www.ads-software.com/support/plugin/woocommerce-gateway-eway/#new-topic-0.
https://www.ads-software.com/support/forum-user-guide/faq/#where-should-i-put-my-post
We’ll be glad to help.
yes it did happen to my site as well, not just eway but also paypal payment, customer claim payment page freeze and not loading , but in fact the payment gone through the created multiple orders and payment
is there any report plugin can record that? the status report did not record anything fatal
Hi @louisapple
Please create your own thread for your issue – in the appropriate line of support here: https://www.ads-software.com/support/plugin/woocommerce-paypal-payments/#new-topic-0.
We want to make sure that every user’s issues receive their own thread with proper attention.
We’ll be glad to help.
- The topic ‘Payment gateway freezes at payment and we get’ payment pending’’ is closed to new replies.
