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Resolved

(@raymond621)

Hi Support

Everyone once in awhile, I get this error message under my wordpress dashboard:

“Your customers cannot use Stripe on checkout, because we couldn’t connect to your account”

Under Stripe settings>edit account keys, there’s a “test connection” button. When clicked on it, it says” Connection successful”.

It makes me worry if there’s something wrong with the payment system disallowing my customers from checking out during some period of the day.

Unfortunately, I cannot replicate this issue because it happens randomly. Here’s a copy of a detailed Woocommerce status report, I have removed the name of domain for security issues:


### WordPress Environment ###

WordPress address (URL): https://www.example.com
Site address (URL): https://www.example.com
WC Version: 6.8.0
REST API Version: ? 6.8.0
WC Blocks Version: ? 8.0.0
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.1
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.30
PHP Post Max Size: 8 MB
PHP Time Limit: 360
PHP Max Input Vars: 30000
cURL Version: 7.84.0
OpenSSL/1.1.1k-fips

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.4.25-MariaDB
Max Upload Size: 8 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.8.0
WC Database Prefix: wp_
Total Database Size: 1130.44MB
Database Data Size: 820.89MB
Database Index Size: 309.55MB
wp_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.36MB + Index: 0.09MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 2.52MB + Index: 2.95MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 2.02MB + Index: 6.23MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 2.02MB + Index: 2.03MB + Engine InnoDB
wp_adsw_activities: Data: 31.56MB + Index: 0.00MB + Engine InnoDB
wp_adsw_ali_meta: Data: 5.47MB + Index: 0.09MB + Engine InnoDB
wp_adsw_comments_hash: Data: 0.27MB + Index: 0.11MB + Engine InnoDB
wp_adsw_search_analytics: Data: 0.36MB + Index: 0.33MB + Engine InnoDB
wp_adsw_task_upload_images: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_adsw_variations: Data: 2.42MB + Index: 0.03MB + Engine InnoDB
wp_ads_abandoned_emails: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_ads_abandoned_flow: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_ads_abandoned_statistic: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ads_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_adtribes_my_conversions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_cartflows_ca_cart_abandonment: Data: 2.52MB + Index: 0.08MB + Engine InnoDB
wp_cartflows_ca_email_history: Data: 0.20MB + Index: 0.25MB + Engine InnoDB
wp_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 0.30MB + Index: 0.22MB + Engine InnoDB
wp_comments: Data: 2.52MB + Index: 1.30MB + Engine InnoDB
wp_duplicator_pro_entities: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_duplicator_pro_packages: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_icl_content_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_core_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_flags: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_languages: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_languages_translations: Data: 0.20MB + Index: 0.09MB + Engine InnoDB
wp_icl_locale_map: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_message_status: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_mo_files_domains: Data: 0.09MB + Index: 0.02MB + Engine InnoDB
wp_icl_node: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_reminders: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_strings: Data: 0.06MB + Index: 0.09MB + Engine InnoDB
wp_icl_string_batches: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_string_packages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_string_pages: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_string_positions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_string_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_string_translations: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_icl_string_urls: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_translate: Data: 73.52MB + Index: 7.48MB + Engine InnoDB
wp_icl_translate_job: Data: 1.52MB + Index: 0.19MB + Engine InnoDB
wp_icl_translations: Data: 10.45MB + Index: 20.75MB + Engine InnoDB
wp_icl_translation_batches: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_translation_downloads: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_translation_status: Data: 110.28MB + Index: 2.36MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_litespeed_crawler: Data: 1.50MB + Index: 1.66MB + Engine InnoDB
wp_litespeed_crawler_blacklist: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_litespeed_img_optm: Data: 40.56MB + Index: 15.61MB + Engine InnoDB
wp_litespeed_img_optming: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_litespeed_url: Data: 1.52MB + Index: 1.63MB + Engine InnoDB
wp_litespeed_url_file: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_nf3_actions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_action_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_chunks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_fields: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_field_meta: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_nf3_forms: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_form_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_objects: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
wp_nf3_object_meta: Data: 4.52MB + Index: 0.00MB + Engine InnoDB
wp_nf3_relationships: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_nf3_upgrades: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_nx_entries: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_nx_posts: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_nx_stats: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 23.45MB + Index: 7.09MB + Engine InnoDB
wp_postmeta: Data: 302.81MB + Index: 143.05MB + Engine InnoDB
wp_posts: Data: 55.45MB + Index: 26.34MB + Engine InnoDB
wp_registration_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_shopmagic_automation_outcome: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_shopmagic_automation_outcome_logs: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_shopmagic_cart: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_shopmagic_guest: Data: 0.20MB + Index: 0.00MB + Engine InnoDB
wp_shopmagic_guest_meta: Data: 2.52MB + Index: 0.47MB + Engine InnoDB
wp_shopmagic_marketing_lists: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_shopmagic_optin_email: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_swift_performance_image_optimizer: Data: 2.52MB + Index: 0.39MB + Engine InnoDB
wp_termmeta: Data: 0.08MB + Index: 0.11MB + Engine InnoDB
wp_terms: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
wp_term_relationships: Data: 6.42MB + Index: 4.11MB + Engine InnoDB
wp_term_taxonomy: Data: 0.11MB + Index: 0.09MB + Engine InnoDB
wp_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_usermeta: Data: 8.52MB + Index: 3.86MB + Engine InnoDB
wp_users: Data: 0.20MB + Index: 0.20MB + Engine InnoDB
wp_wcmps_cf: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wcmps_queue: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wcmps_relationships: Data: 0.23MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.27MB + Index: 0.17MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.36MB + Index: 0.31MB + Engine InnoDB
wp_wc_order_stats: Data: 0.27MB + Index: 0.22MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.22MB + Index: 0.13MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 6.50MB + Index: 11.92MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wpmailsmtp_debug_events: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 102.64MB + Index: 39.11MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 4.38MB + Index: 6.34MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 1.38MB + Index: 0.45MB + Engine InnoDB
wp_yoast_seo_meta: Data: 2.52MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 49955
blocks: 12
custom_css: 1
everest_form: 1
fmemailverification: 1
form-maker: 1
frm_form_actions: 1
frm_styles: 1
nav_menu_item: 1168
nf_sub: 596
oembed_cache: 9
page: 108
popup: 15
popup_theme: 10
post: 1
product: 5310
product_variation: 42703
revision: 172
rp4wp_link: 14
shopmagic_automation: 3
shop_coupon: 19
shop_order: 1430
shop_order_refund: 215
um_directory: 1
um_form: 3
um_role: 2
wafs: 11
wcct_countdown: 1
wpforms: 3
wp_global_styles: 1
xlwcty_thankyou: 1
ywar_reviews: 10

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (18) ###

WPML Multilingual CMS: by OnTheGoSystems – 4.5.8
AliDropship Woo Plugin: by Vitaly Kukin & Yaroslav Nevskiy & Pavel Shishkin & Denis Zharov – 1.6.46
GTM4WP: by Thomas Geiger – 1.16.1
LiteSpeed Cache: by LiteSpeed Technologies – 5.1
Multilingual Comments: by Yame – 1.0.1
Ninja Forms: by Saturday Drive – 3.6.12
NotificationX: by WPDeveloper – 2.5.3
ShopMagic for WooCommerce: by WP Desk – 2.37.12
WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.18
Product Feed PRO for WooCommerce: by AdTribes.io – 11.8.2
WooCommerce Extended Coupon Features FREE: by Soft79 – 3.2.9
WooCommerce Stripe Gateway: by WooCommerce – 6.5.1
WooCommerce Multilingual & Multicurrency: by OnTheGoSystems – 5.0.2
WooCommerce: by Automattic – 6.8.0
Yoast SEO: by Team Yoast – 19.5.1
WP Mail SMTP: by WPForms – 3.5.1
WPML String Translation: by OnTheGoSystems – 3.2.1
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.9.6

### Inactive Plugins (0) ###

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: object-cache.php

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: USD (US $)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #330 - /shop/
Cart: #106317 - /cart/
Checkout: #106318 - /checkout/
My account: #106319 - /my-account/
Terms and conditions: #25055 - /checkout-terms/

### Theme ###

Name: Flatsome Child
Version: 3.0
Author URL: 
Child Theme: ?
Parent Theme Name: Flatsome
Parent Theme Version: 3.15.7
Parent Theme Author URL: https://www.uxthemes.com/
WooCommerce Support: ?

### Templates ###

Overrides: flatsome/woocommerce/archive-product.php
flatsome/woocommerce/cart/cart-empty.php
flatsome/woocommerce/cart/cart-shipping.php
flatsome/woocommerce/cart/cart.php
flatsome/woocommerce/checkout/form-checkout.php
flatsome/woocommerce/checkout/form-coupon.php
flatsome/woocommerce/checkout/terms.php
flatsome-child/woocommerce/checkout/thankyou.php
flatsome/woocommerce/content-product-cat.php
flatsome/woocommerce/content-product.php
flatsome/woocommerce/content-single-product.php
flatsome/woocommerce/content-widget-product.php
flatsome-child/woocommerce/emails/customer-completed-order.php version - is out of date. The core version is 3.7.0
flatsome/woocommerce/global/breadcrumb.php
flatsome/woocommerce/global/quantity-input.php
flatsome/woocommerce/global/wrapper-end.php
flatsome/woocommerce/global/wrapper-start.php
flatsome/woocommerce/loop/loop-end.php
flatsome/woocommerce/loop/loop-start.php
flatsome/woocommerce/loop/pagination.php
flatsome/woocommerce/loop/result-count.php
flatsome/woocommerce/loop/sale-flash.php
flatsome/woocommerce/myaccount/form-login.php
flatsome/woocommerce/myaccount/navigation.php
flatsome/woocommerce/notices/error.php
flatsome/woocommerce/notices/notice.php
flatsome/woocommerce/notices/success.php
flatsome/woocommerce/product-searchform.php
flatsome/woocommerce/single-product/photoswipe.php
flatsome/woocommerce/single-product/price.php
flatsome/woocommerce/single-product/product-image.php
flatsome/woocommerce/single-product/product-thumbnails.php
flatsome/woocommerce/single-product/rating.php
flatsome/woocommerce/single-product/related.php
flatsome/woocommerce/single-product/review.php
flatsome/woocommerce/single-product/sale-flash.php
flatsome/woocommerce/single-product/share.php
flatsome/woocommerce/single-product/short-description.php
flatsome/woocommerce/single-product/tabs/tabs.php
flatsome/woocommerce/single-product/title.php
flatsome/woocommerce/single-product/up-sells.php
flatsome/woocommerce/single-product-reviews.php
flatsome/woocommerce/single-product.php
flatsome/woocommerce/content-product_cat.php

Outdated Templates: ?
					
					
						Learn how to update

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-08-16 05:11:59 +08:00
Options: ?
Notes: 5
Onboarding: completed

### Action Scheduler ###

Canceled: 2
Oldest: 2022-08-11 10:31:44 +0800
Newest: 2022-08-11 10:35:28 +0800

Complete: 1,003
Oldest: 2022-07-16 13:41:26 +0800
Newest: 2022-08-16 11:50:08 +0800

Failed: 22
Oldest: 2020-09-18 23:50:03 +0800
Newest: 2022-08-03 19:41:45 +0800

Pending: 4
Oldest: 2022-08-16 15:19:11 +0800
Newest: 2022-08-22 22:11:32 +0800

### Status report information ###

Generated at: 2022-08-16 13:06:56 +08:00

Viewing 3 replies - 1 through 3 (of 3 total)

Rafy Al Nawaz Sharif
(@nawaz0705)

2 years, 7 months ago

Hi @raymond621

Thank you for reaching out!

Could you please see if there are any fatal-error logs from WooCommerce > Status > Logs? If you see any fatal error logs, please copy/paste the content of the error in your reply so that we can have a look. The page would look something like this: https://d.pr/i/cfKUYK

Thread Starter raymond621
(@raymond621)

2 years, 7 months ago

Hi
Unfortunately not, there is no fatal error log. There is only a test-log.log and there is no content inside.

Rafy Al Nawaz Sharif
(@nawaz0705)

2 years, 7 months ago

Hi @raymond621

Can you please try resetting Stripe’s API Keys and checking if this makes any difference? To reset the keys, complete the below steps:

– Go to: API Keys in the Stripe dashboard
– Next to “Secret Key”, select the ellipsis icon (…) > Roll Key…
– Fill in the details
– Select “Roll API key”

Then update the new API keys by navigating to WooCommerce > Settings > Payments > Stripe > Manage > Settings > Edit account keys

Let us know if this helps!

Viewing 3 replies - 1 through 3 (of 3 total)

The topic ‘Your customers cannot use Stripe on checkout’ is closed to new replies.