Your payment information is incomplete.

  • Resolved bieke81

    (@bieke81)


    3 months, 2 weeks ago

    We are setting up a shop with Woocommerce and stripe, but when trying to complete a payment we get the following error message “Your payment information is incomplete”. We tried with the storefront theme and all plugins except woocommerce and the stripe one deactivated, but still nothing works. On Stripe’s end everything should work according to them.

    This is the system status:

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    I enabled the error log but that’s not showing any errors. Please advice what we can try next.

Viewing 15 replies - 1 through 15 (of 15 total)
  • Plugin Support ckadenge (woo-hc)

    (@ckadenge)

    Hi @bieke81,

    Thank you for reaching out.

    I understand you’re experiencing difficulties with processing payments through Stripe on your WooCommerce store.

    As a first step, could you please confirm to having set up your account as detailed in this guide?

    Thread Starter bieke81

    (@bieke81)

    Yes, everything is set up as detailed in the guide.

    Hey, @bieke81!

    Thanks for confirming!

    I tried checking the issue on your website, but an account is needed.

    Can you please share an uncut screenshot of the checkout page with the error message on it? (please remove any sensitive information from it)
    I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

    Can you also please check the browser console and share a screenshot of it with us?

    To do that:

    • Right click on the page with the error message
    • Select the Console tab

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter bieke81

    (@bieke81)

    Hi, this is a screenshot of the webpage with the error message: https://snipboard.io/wKN8UQ.jpg

    and these are screenshots from the console: https://snipboard.io/XjgC6Y.jpg and https://snipboard.io/eNP78I.jpg

    Thank you!

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello bieke81,

    Thank you for your reply.

    To better understand the problem I tried to go through the checkout process.
    But could not do so because it requires an account and I cannot even create a new account.

    Could enable this option to allow customers to checkout without an account?
    You can change it back after the troubleshooting process is done.

    Looking forward to your response. ??

    Best regards.

    Thread Starter bieke81

    (@bieke81)

    Done ??

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @bieke81

    I’ve checked your website and noticed an error message saying, “Er zijn geen betaalmethoden beschikbaar. Dit kan een fout vanuit onze kant zijn. Neem contact met ons op als je hulp nodig hebt bij het plaatsen van een bestelling.” Additionally, it appears that your website’s SSL is not functioning properly.

    If Stripe is your only active payment method, it won’t work and appears without an active SSL. To resolve this issue, you need to install an SSL, and then update your site and WordPress URL in the Settings > General Settings.

    After doing above adjustments, head over to WooCommerce → Status → Tools, and do the following:

    • WooCommerce transients – Clear
    • Expired transients – Clear
    • Clear template cache – Clear
    • Capabilities – Reset Capabilities
    • Clear customer sessions -Clear
    • Product lookup tables – Regenerate
    • Regenerate the product attributes lookup table – Regenerate

    Next, please clear your browser and site cache and check again.

    I hope this helps! Please let us know how it goes or if you need further assistance.

    Thread Starter bieke81

    (@bieke81)

    When I’m looking at the SSL, it’s looking fine, says it’s working, so not sure why it’s not showing the same for you. I did, however, notice that in the settings, it was using the url with http instead of https, so I made that change there.

    I then followed the rest of your steps, but still got the same issue.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello bieke81,

    Thank you for your reply.

    WordPress Address (URL) and Site Address (URL) fields in the settings should use HTTPS instead of HTTP to properly configure the SSL. You might not be seeing this error because your browser was converting HTTP to HTTPS.

    I understand you are still facing the same problem even after fixing the SSL.

    To check whether this issue is with the Stripe connection, I suggest enabling test mode in the Stripe plugin. This will allow us to check if there is a problem with the Live environment of the Stripe connection.

    This guide will help you with enabling test mode for stripe:
    Testing the Stripe WooCommerce Extension

    Let me know about your findings. ??

    Best regards.

    Thread Starter bieke81

    (@bieke81)

    When the test mode is activated, everything works as expected. The moment we put it live again, it throws up the error again.

    Hey, @bieke81!

    When the test mode is activated, everything works as expected. The moment we put it live again, it throws up the error again.

    Thanks for trying!

    I checked your website again and noticed there’s something wrong with the checkout page.

    As you can see, there’s no button to complete the order. Also, I tried switching between the payment methods and that area vanished.

    According to your SSR, it seems you don’t have any plugins that affect the checkout page. Do you have any custom code for it?

    You mentioned you are still seeing the same error as before, right? “Your payment information is incomplete”.?

    Can you share the exact steps you follow that trigger this error?
    Are you able to see the button to complete the order?

    Looking forward to your reply.

    Have a wonderful day!

    Hi was there an update on this issue?

    @bieke81 did you find a solution finally?

    I have the same issue. I am using Stripe via Woo Commerce. In the live mode on trying to pay with iDeal I get an error “your payment information is incomplete”. In Test mode it works ok and I am able to authorize a test payment.

    How can I solve this?

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    Hi @gx24

    I understand that you’re experiencing the same issue. I recommend following the troubleshooting steps mentioned in this thread to see if that resolves your problem.

    If the issue persists, I suggest creating a separate thread here: https://www.ads-software.com/support/plugin/woocommerce-gateway-stripe/. Be sure to mention that you’ve already tried all the troubleshooting steps outlined in this thread, and you can include the thread URL in your ticket as well.


    Ok. I have tried all the steps mentioned in this thread & it doesn’t work. I have created a separate thread as well at https://www.ads-software.com/support/plugin/woocommerce-gateway-stripe/

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    Hi there!

    Thank you for creating a separate thread. I’ve already provided a response there, so let’s continue discussing your issue in that thread. The reason for the error message you’re seeing is different from the one reported in this original thread.

    Thank you

Viewing 15 replies - 1 through 15 (of 15 total)
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