Timeouts

I’ve got the same issue, I’ve had 33 Cancelled orders in the past 3 days. None of the order have gone through and i’ve now ultimately had to put the website on “will be back soon” mode.

@murrayelliot2 thank you for the email to Support, this is now safely in our ticketing system and is being looked at.

@trustpayments any updates on this? Switched over to the plugin yesterday and have numerous orders “cancelled” when payments are showing as settled in MyST.

This needs to be resolved ASAP

Hi @smilnex , nothing so far, but we are currently working with the developers to try to sort this out. Have you found a pattern to the issues, or is it random?

@trustpayments there doesn’t appear to be a set pattern. I noticed that some payments actually go through on the cancelled orders and some don’t.

I also see there’s a note on some of the orders with multiple occurrences of the text “pan” and “invalid field”. I have since spoken to the customer and they said all fields were filled in as usual so they couldn’t understand why they were getting the error.

The rest of the cancelled transactions just have the following note:
“Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.” even if some have been paid. I’m now having to manually override this so tickets are issued to customers that have paid.

Please look into resolving this shortly, this is business critical for us. Especially given that we run timers on our products and have a large number of orders that can come through at once making it impossible to manually check them before the timer runs out.

@smilnex Please could you email [email protected], with all of the above information? That will then raise a ticket and it will be easier to update you. We can then also ask for more personal details, such as your staging site. Thank you.

@trustpayments I emailed early this morning to support so it should already be there.
I’ll forward all additional info now.

Perfect, thank you very much @smilnex

@smilnex i’m having the same problem as you and it’s been a few days, still haven’t been able to resolve this issue..

@billymir that’s a worrying amount of time when it’s clearly a critical bug in the system. Hope they can fix it soon.

@smilnex Please could you confirm a timestamp/subject line of the email you sent to Support so we can try to find it quicker?

@trustpayments “Orders Cancelled Time Limit Reached”, ticket #64840

@murrayelliot2 I think I may have found one of the potential culprits. Double check your WS Username and Password in the plugin settings. I kept the same ones as I used in staging instead of using the original one from the previous plugin.

Still have a couple of orders getting cancelled and timed out, but not as much.

@smilnex I had one of the support guys from Trustpayment have a look at mine and update the WS username and password. I’m still getting the same issue with near enough every transaction.

@billymir I notice the new plugin also takes a while to load up in the checkout page compared to the previous plugin and if you click on anything while it’s loading, it goes in a huff and you have to start again.

Could have something to do with the timeouts