Transaction okay, but still got a failed order email

Hi there @davidborrink,

What do the notes for the order look like? Usually there is a clue in the notes as to what may have happened.

Have other customers been able to check out successfully without a failed order email?

If the problem is easily reproducible, it would help to have a debug log from one of those transactions. See number 15 here about enabling debug logging.

After logging is enabled, do a test transaction, then take a look at the logs under WooCommerce > Status > Logs and find the file that starts with “woocommerge-gateway-stripe.”

Scroll to the bottom to find the most recent entry, and let us know if you see any error messages or failures. You can copy any error messages into your response here.

The email only said “Payment for order #—- from ——- ——- has failed. The order was as follows:”

And it gives the order details. No clues. I’ll tell my client to try a test transaction in test mode so the logs can fill up. I did allow logging to start.

While we’re waiting on the logs, to clarify: the email was from your site, not from Stripe directly, right?

Correct. It came from the site.

Hey there @davidborrink,

We haven’t heard from you in a while, so we’re going to mark this topic as resolved. If the client is able to provide Stripe logs from a test transaction, or if you have a new question, feel free to open a new topic, and we can look into it more.