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It’s working properly on my website. No issues.

Hi Nicole. Let’s see if we can work out what is happening.

If you have ‘Add/Update Contact’ and ‘Track Order Status’ unchecked then the AC sync should happen when an order status is changed to complete.

Please can you make sure that the logging is enabled by checking the ‘Debug Log’ check box. It sounds like you had done this (as you checked the log) but please double check.

Assuming the debug log is on (and no errors are being recorded) the most likely cause of problems is due unexpected status changes (or lack of them) in the order flow.

If an order is not created during web checkout (with a status of ‘pending’ or ‘processing’) and subsequently has it’s status changed to ‘complete’ the AC sync will not be triggered.

To check the order flow, find an order for a customer that you would have expected to be added to AC with tags. When you look at an order you will see an ‘Order notes’ panel (if you don’t then select it from the screen options). The ‘Order notes’ will list all the status changes and the dates/times. Tell me the status changes and time sequence for the order and I should be able to explain what is (or isn’t) happening.

Thank you for your response. See below:

If you have ‘Add/Update Contact’ and ‘Track Order Status’ unchecked then the AC sync should happen when an order status is changed to complete.

We understand this but this has been unchecked since setup and all of our ‘Processing orders were being sent to ActiveCampaign regardless.

Please can you make sure that the logging is enabled by checking the ‘Debug Log’ check box. It sounds like you had done this (as you checked the log) but please double check.

Yes, it has been checked.

If an order is not created during web checkout (with a status of ‘pending’ or ‘processing’) and subsequently has it’s status changed to ‘complete’ the AC sync will not be triggered.

To check the order flow, find an order for a customer that you would have expected to be added to AC with tags. When you look at an order you will see an ‘Order notes’ panel (if you don’t then select it from the screen options). The ‘Order notes’ will list all the status changes and the dates/times. Tell me the status changes and time sequence for the order and I should be able to explain what is (or isn’t) happening.

All orders are ‘Processing’—they have never been ‘Complete’. In the past, all ‘Processing’ orders were sent to ActiveCampaign without issue and with our current settings in place. Nothing was changed but now contacts are not sent to ActiveCampaign. We are trying to determine why orders stopped sending to ActiveCampaign if no settings were changed.

Here are the notes for an order that did not make it to ActiveCampaign:

• Stripe charge complete April 21, 2023 at 9:41 am?
• Order status changed from Pending payment to Processing. April 21, 2023 at 9:41 am
• Stripe payment intent created April 21, 2023 at 9:41 am

Ok let’s do a bit more digging to find out what happened with previous orders that were sync’d ok.

When the debug log is enabled, for every sync with AC you will see an entry which shows you the time, order ID and the order status when the sync took place e.g. every successful sync will have an entry in the debug log which includes “Order ID = %s (Status = %s)”.

Please can you find entries in the log before 15th March so that we can check the status and compare it to the status history (notes) on the order, to see if we can understand what happened for a specific order that did sync.

Orders can be ‘auto-completed’ depending on the WC configuration, extensions used and payment type. But if this was the case then you would see this both in the debug log and on the order status notes for each order.

One other thing. Please can you confirm that you are not using the ‘Sign Up to Marketing’ or ‘Marking Form ID’ fields in the settings?

Signup to Marketing is set to “No” and no list is added under ActiveCampaign List ID.

We are not seeing any logs for WC-AC Hook despite the debug log being checked on for a while now… any idea why this might be?

Yes I have a horrible feeling that WC_Logger does not keep logs for so long now a days. I think it does a log rotate every day (so there is a new log every day) and it will keep 30 days by default (although this can be changed using the woocommerce_logger_days_to_retain_logs filter).

Probably the old wc-ac-hook-* logs have been deleted. To double check you can look in the folder /wp-content/uploads/wc-logs. If you happen to have backups of the web server then you will find the relevant log files in that folder (just look at a backup from before a month ago).

You will not get a wc-ac-hook-* debug log entry until there is a successful sync or a failure. You don’t get a log entry when it doesn’t think there is anything to do – which is what I would expect from your current config.

As you say the question is why was it working in the past with these config settings?

I suggest the following plan of action:

1. Can you confirm that you cannot find any wc-ac-hook-* debug logs in the /wp-content/uploads/wc-logs folder AND that you don’t have any file system backups.
2. Can you find a customer that has been sync’d to AC based on a single order from before 15th March and copy me the order status notes (like the one you did for the order that did not get sync’d).
3. If we can’t still can’t work out what is going on then you’ll have to consider enabling the ‘Add/Update Contact’ check box so that contacts are sync’d when orders get a status of ‘Processing’ i.e. they will be created on AC then the status changes from ‘Pending Payment’ to ‘Processing’.