Plugin not working

Hi there,

Can you check a few settings for me so that I know what should be expected. In the wc-ac-hook settings (WooCommerce > Settings > Integrations) what are the following:

Add/Update Contact: Is this checked or unchecked?
Track Order Status: Is this checked or unchecked?
Debug Log: Is this enabled?

The ActiveCampaign URL and API key should be retrieved from your ActiveCampaign account. Login to your ActiveCampaign account and go to Settings > Developer. Cut and paste the URL and Key to the wc-ac-hook settings (if you haven’t done this already).

The last thing to do is to set the list ID. See the FAQ ‘How do I find the ActiveCampaign list ID’, if you haven’t done this already.

Hi, thanks for the really quick reply! Please see my responses below.

Add/Update Contact: Is this checked or unchecked? checked
Track Order Status: Is this checked or unchecked? unchecked
Debug Log: Is this enabled? enabled

The ActiveCampaign URL and API key should be retrieved from your ActiveCampaign account. Login to your ActiveCampaign account and go to Settings > Developer. Cut and paste the URL and Key to the wc-ac-hook settings (if you haven’t done this already).
–> this was already done

The last thing to do is to set the list ID. See the FAQ ‘How do I find the ActiveCampaign list ID’, if you haven’t done this already.
–> this is also already set up

thanks again

Ok – for you the contact should be created on ActiveCampaign (and tags added) when the customer checks out and the order status changes from pending to processing.

Can you check the debug log again for me. Go to WooCommerce > Status > Logs and select the log starting with ‘wc-ac-hook’ and then click view. Can you confirm firstly that the log exists at all, and secondly whether there is anything at all in the log?

Then can you take a look at one of the recent orders (that you expected to be sync’d). Pick one and look at the order notes to see what the order status history was. I would like you to tell me the status changes and time sequence for one of the orders e.g.

Order Created Time/Date
Order status changed from pending to processing at date/time
Order status changed from processing to complete at date/time

You can always just cut and paste, or take a screen print of the ‘Order Notes’ section.

Thanks,
Matthew

Hi Matthew,

thanks! Please see my response below.

Can you check the debug log again for me. Go to WooCommerce > Status > Logs and select the log starting with ‘wc-ac-hook’ and then click view. Can you confirm firstly that the log exists at all, and secondly whether there is anything at all in the log?
–> there is no log at all ??

this is the order note:

Validation error: PayPal IPN response from a different email address ([email protected]). Order status changed from Pending payment to On hold.
added on 20/02/2019 at 8:59 am

Order status changed from On hold to Completed.
added on 20/02/2019 at 9:06 am

I’ll need to explain a little about the validation error. The email used for the paypal account in Woocommerce is different than the email account that the emails in Woocommerce are sent out from.This is because my boss had this arrangement set up before I joined, and they do not plan to make any changes to make the two accounts the same. So we have been manually changing the order status. In this case, we have always gone from “on hold” to “complete”, instead of from “pending” to “processing”. Do you reckon this is where we could have gone wrong and the plugin is actually fine all these while?

thanks again, really appreciate your time and effort to help with this

Yes that will be the reason the contact is not sync’d. You have two options:

1) Uncheck the ‘Add/Update Contact’ in the wc-ac-hook settings, so that the contact sync only happens when an order is complete.

or

2) Check the Track Order Status checkbox in the wc-ac-hook settings so that contact sync happens on all order status changes. This will definitely sync all contacts but creates slightly different versions of tags along the way. You would need to read the ‘Can I track order status and abandoned carts?’ FAQ in https://www.ads-software.com/plugins/wc-ac-hook/#faq to see an example. If you have automation triggers based on tags created by wc-ac-hook you may need to update them.

Best regards,
Matt

Hi Matthew,

I have finally managed to get all the tagging and syncing done properly in Active Campaign after following your instructions. Although now I am faced with the problem of AC not recognizing the tags as triggers for the automations but I will have to sort this out with them instead.

Again, thank you for your help. Your plugin is top work.

cheers,
Jelissa