Sorry, we are unable to process your payment at this time. Please retry later.

Hi there @carefenzo,

If I understand you correctly, payments seem to fail from your Stripe Payment Gateway.

Here are a few steps you can take to troubleshoot the issues even further:

1. Ask the customer to retry the payment with a different card if possible. Sometimes, the issue could be with the specific card they’re trying to use.
2. Check your Stripe account’s settings and ensure everything is configured correctly. You can find more details from this guide.
3. You might also want to run a test payment to see if you are able to replicate the issue.
4. Check for any error logs under WooCommerce > Status > Logs and if any, you can share them with us.

Let us know how this goes.

Hi,

What I mean is that the transaction was made on Stripe, but the WordPress order status changed from payment pending to failed

This is logs from woocommerce status :

[removed by moderator due to PII]

• This reply was modified 7 months ago by Steven Stern (sterndata). Reason: removed log info due to customer info

Hello carefenzo

Thank you for your reply.

To better understand the problem and narrow down the cause, could you answer the following questions:
1- Are there other orders facing the same issue?
If yes, then do you see any similarities between these orders?
2- Have there been any successful orders after this order that have Stripe as a payment method?

The best way to find the root cause and fix the issue will be by recreating the problem. You can do that by creating a Test Product with a minimum price and then try to purchase that.

Another way to do this is by using Stripe’s Test Mode, this will save you the transaction fee charged on a real transaction.

Let me know which method you prefer.
I am here for you. ??

Best regards.

Hi,

Previously, Stripe successfully paid a few orders, but the order status changed from processing to pending payment.
But there is only 1 such case every 2-3 months

For example:

After 300-400 orders, only 1 order has such an error

Since the error doesn’t appear so i can’t fix the issue will be by recreating the problem

Hey, @carefenzo!

What I mean is that the transaction was made on Stripe, but the WordPress order status changed from payment pending to failed

Do you mean you get paid for the order, but it shows as failed on your site?

Also, I see that the stock was reduced even after it says the Order failed, correct? Is this accurate with the actual stock?

After 300-400 orders, only 1 order has such an error

Are you able to check other orders that had this issue before?

Are there any similarities between them? As my colleague mentioned, this can really help us find the cause. It can be having the same product on it, same payment method, similar address, etc.

Looking forward to your reply.

Have a wonderful day!

Hi,

Also, I see that the stock was reduced even after it says the Order failed, correct? Is this accurate with the actual stock?
–> yes this accurate with the actual stock

Please see the screenshot to see 2 orders that are experiencing the same error

• This reply was modified 7 months ago by carefenzo.

Hey, @carefenzo!

Thanks for the screenshots, but please remove them as soon as possible. They have sensitive information from your clients and this is against forum guidelines.

Checking the order notes on the two orders, it does not seem as the same issue.

On one of them, there’s the stock hold > payment intent > order was not paid, so it was canceled. Depending on your settings and the payment method, this might be expected behavior.

The other one had the same issue, but then reduced the stock anyway. Did you change it to processing manually?

Also, those two do not have the “Sorry, we are unable to process your payment at this time. Please retry later.” error, correct?

Can you please confirm if you were paid for all those orders despite them being canceled?

Can you also please share a screenshot of what you see on WooCommerce > Settings > Payments > Stripe > Settings > Payments & transactions?

Looking forward to your reply.

Have a wonderful day!

Hi,

1. The other one had the same issue, but then reduced the stock anyway. Did you change it to processing manually?
   –> NO, The system will automatically process the order even though the order is not successful
2. Also, those two do not have the “Sorry, we are unable to process your payment at this time. Please retry later.” error, correct?
   –> yes
3. Can you please confirm if you were paid for all those orders despite them being canceled?
   –> I received payment from the customer via Stripe.
4. Can you also please share a screenshot of what you see on WooCommerce > Settings > Payments > Stripe > Settings > Payments & transactions?
   –> Please see screenshot below
   

• This reply was modified 7 months ago by carefenzo.

Hi @carefenzo,

Can you please look for the Stripe logs on the date of the orders with the issues? Please make sure to edit out any sensitive customer information before sharing those here!

Additionally, please share a System Status Report?which you can find via WooCommerce > Status > Get system report > Copy for support.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

Thanks!
-OP

Hi,

Please access this link to see logs stripe and system support status

https://gist.github.com/carefenzodigital/2aea69a2992006c14a7010151e07872f

Hi @carefenzo

Thanks for sharing requested information.

Can you please take a moment to update WordPress, WooCommerce, and all your other plugins to their latest versions? After doing so, watch to see if the issue persists.

Also, it would be great if you could turn off the legacy checkout experience and switch to the new one.

If this makes no difference, we’ll need to have a closer look. Could you please open a ticket about this from Woo.com > My profile > 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 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 and you have opened a ticket?

Thanks!
-OP

Hi Support,

I am getting the same error.

I am also getting this issue, payment is not pushing through.. Saved Cards are removed and new entered card not saving

https://drive.google.com/file/d/1dIsl8g_UOi58HLlNK7DJ9_lEnugHoEjK/view?usp=sharing

https://paste.mozilla.org/SKYtK2K3

Hello mergehealth?

Thank you for contacing us.

As per our support policy, I will request you to create a new topic.
This way we can help you separately and also keep the forum organized.

Appreciate your understanding. ??

Best regards.