Payments fail with JetPack installed – Bookly services

  • Resolved actonmike

    (@actonmike)


    1 year, 7 months ago

    This problem started between March 14th and 23rd. March 14th was last successful payment processed. March 23rd first failure.

    Scenario: Customer places a Bookly defined service in a Woo cart. When attempting to pay for the service the transaction never completes and the progress spinner never ends for the customer. Repeated attempts yield the same results.

    Troubleshooting: This has conclusively been narrowed down to an incompatibility when JetPack is Active and any WordPress.com user is authenticated to the JetPack cloud. It does not matter which WordPress/JetPack user is authenticated. With JetPack installed, Active, but not logged into the cloud, payments process normally. With JetPack installed but not active all payment functions for Bookly services, and other tangible SKUs, work as desired too.

    The issue is repeatable. Payment method and processor is neutral, as it has been duplicated good and bad with Stripe, PayPal, Square, and Cash on Delivery.

    The problem only occurs with service type SKUs assigned by Bookly to the Woo product. Regular tangible product SKUs process without issue regardless of JetPack. Bookly services process normally with JetPack user logged out.

    Concern: JetPack performs tax calculations for Woo. We would simply turn JetPack off if we could conclusively prove that the tax and shipping functions are not dependent on this service.

    Questions: How to proceed? We are hoping this is something simple and stupid on our part. We have a clear before/after scenario, but during that window from the 14th to 23rd the site was essentially stable without plugin updates. We have run copious scenarios of reductive testing and at present JetPack is the lever that turns the problem on and off.

    All suggestions are appreciated.

    Mike

Viewing 3 replies - 1 through 3 (of 3 total)

  • @actonmike I’d like to run some more tests with you on your site to try to figure out what’s happening.

    Could you contact us via this contact form, making sure to mention this thread and provide your site URL?

    Thread Starter actonmike

    (@actonmike)

    Done! However, I was logged in via the customer’s account, which means they are getting your response. I have let them know to forward those emails. I should probably resubmit the ticket with an account where the responses come directly to me.

    Plugin Support Alin (a11n)

    (@alinclamba)

    Hi @actonmike,

    I found your ticket in our system and noticed our support team is already working on it, so let’s continue there.

    Thank you!

Viewing 3 replies - 1 through 3 (of 3 total)
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