Afzal (woo-hc)

Hi @debramillard658,

Thank you for reaching out. Could you please check if there are any charges on your payment method that correspond to the order in question? Sometimes, even if an order doesn’t go through, a temporary authorization hold might be placed on your funds. If you’ve already checked for charges and everything seems in order, the next step is to review your order history to ensure the order hasn’t been processed. If there’s no record of the successful transaction, we can proceed with the following troubleshooting steps:

1. Payment Gateway: Could you confirm which payment gateway you’re using? This information will help us understand if there might be a specific issue related to the gateway itself.
2. Order Notes: Navigate to WooCommerce → Orders. Find the order that failed and click on the order number to view more details. In the right-hand column, there should be a box titled Order Notes which may contain information about why the order failed.
3. Error Messages: Are there any specific error messages or codes that appeared when the order failed? This information can be crucial for pinpointing the exact issue.
4. System Status: It would be helpful to review your site’s System Status. You can find this by going to WooCommerce → Status in your dashboard. This report contains information about your setup that could shed light on any underlying issues.

Once you’ve gathered this information, please reply back to this thread with your findings.

Hi @dinukay,

Thank you for reaching out. It seems like the recent update to WooCommerce version 8.9.1 might have affected the email template settings for order statuses. Let’s try to troubleshoot this together.

Firstly, could you please confirm if you have any customizations in your email templates or if you are using a child theme? Customizations can sometimes be overridden after an update, which may cause unexpected behavior.

Here are a few steps you can follow to diagnose and potentially resolve the issue:

1. Check Email Template Settings: Navigate to WooCommerce > Settings > Emails in your WordPress dashboard. Here, you can review the email templates and ensure that the “Enable this email notification” box is ticked for the appropriate order notifications.
2. Template Overrides: Go to WooCommerce > Status > System Status and scroll down to the section that lists templates overridden by your theme/child theme. If there’s a warning message indicating that they need to be updated, this could be the source of the issue.
3. Update Templates: If you find that some templates are outdated, you’ll need to update them. You can find the default templates in the WooCommerce plugin directory under wp-content/plugins/woocommerce/templates/. Copy the updated template files to your theme’s WooCommerce directory, usually found at wp-content/themes/your-theme/woocommerce/.
4. Restore Customizations: If you had any customizations in the old templates, you would need to carefully apply them to the new template files.

//tryPlease give it a try and let us know how it goes.

Hi @germanword,

Thank you for reaching out to us. I understand how important it is to have a smooth checkout process, and I’m here to help you resolve this issue. To start troubleshooting, I’d like to gather a bit more information:

1. Could you please confirm if this issue is occurring for all customers or if it’s an isolated case?
2. Have there been any recent changes to your payment settings or updates to your plugins that coincide with when the error started appearing?
3. Can you check if the payment methods are correctly configured in WooCommerce > Settings > Payments? Ensure that they are enabled and have the correct settings.

In the meantime, here’s a general step you can take:

• Clearing Transients: Sometimes, WooCommerce data like payment gateways can get cached in transients. You can clear them by going to WooCommerce > Status > Tools and using the ‘Clear transients’ option.

Please give it a try and let us know how it goes.

Hi @alieneila,

Thanks for reaching out about subscription product support. To better help you, could you please provide more details about the specific issues you’re encountering with subscription products? Are you facing any error messages, or is there a particular functionality that isn’t working as expected?

Additionally, it would be helpful to know if you’re using any specific plugins or extensions related to subscriptions, as this can affect troubleshooting steps. Once we have a bit more information from you, we’ll be able to offer tailored assistance to address your subscription product needs.

Looking forward to hearing back from you soon so we can get everything sorted out!

Hi @nandovcia,

Thanks for reaching out. Unfortunately, it seems that the screenshot you provided isn’t accessible. Could you please resend it or describe the issue you’re encountering in a bit more detail? This will help us better understand the problem and provide you with the right assistance.

In the meantime, let’s try a few troubleshooting steps. Firstly, ensure that you’ve completely removed the previous Stripe connection from your WooCommerce settings. Sometimes, a lingering connection can cause issues during reinstallation.

Next, double-check that you’re following the correct steps outlined in our WooCommerce documentation for connecting Stripe. It’s essential to ensure that you’re selecting the appropriate account and completing all necessary steps.

If you continue to encounter difficulties, please provide us with more information or resend the screenshot, and we’ll do our best to assist you further.

Looking forward to hearing back from you soon so we can resolve this together!

Hi @dandomix,

Thanks for letting us know your decision. If you ever need assistance in the future, whether it’s about WooCommerce or anything else, don’t hesitate to reach out. We’re here to help!

Thank you for choosing WooCommerce and have a great day!

Hi @edwardsmark,

Thank you for contacting WooCommerce Plugin Support. It’s great to see you’re working on passing custom fields to Stripe! Just a heads up, custom code isn’t something we can directly support here, but I can definitely point you in the right direction.

First off, let’s make sure we’re using the right field name for the client’s email. You mentioned both client_email and clients_email, so let’s confirm which one it is. Once we’re sure about the field name, we need to check if it’s properly set up to capture the email during checkout. Have you added this field using a plugin or did you customize it yourself?

If you’re using a plugin for custom fields, it might have its own way of accessing them. Could you let me know which plugin you’re using, if any? Remember, it’s always a good idea to test these things in a safe environment before applying them to your live site.

If you need further assistance with coding, for development and custom coding questions, it’s best to ask for insight related to those on either the WooCommerce Advanced Facebook group or the WooCommerce Community Slack. You can also seek help from the following:

• A local web developer
• WooExperts

I hope this helps you move forward with your project! Let us know if you have any questions or if there’s anything else I can assist you with.

Hi @davexrt,

Thank you for reaching out. I understand you’re experiencing these issues with the payment methods. Let’s work on resolving them together. The issue with the payment method order might be due to a plugin conflict or a caching issue. Here’s what you can do:

1. Plugin Conflict: Deactivate all plugins except WooCommerce and see if the issue persists. If the problem is resolved, reactivate the plugins one by one to identify the conflicting plugins.
2. Caching: Clear your site and browser cache to ensure changes are reflected correctly. You mentioned using WP Fastest Cache; try clearing its cache as well.

The Checkout Page loading issue with the Cash option enabled could be related to a conflict or a script error. Try these steps:

1. Console Errors: Check your browser’s console for any JavaScript errors when the checkout page loads.
2. Error Logs: Look into WooCommerce’s logs for any errors that might be related. You can find these under WooCommerce > Status > Logs.

Please let me know how these steps go or if you need further assistance!

Hi @geofreygachie,

Thanks for getting back to us. I’ve reviewed the system status report. It looks like several plugins have updates available. Specifically, the following plugins need updates:

• WooCommerce: Current version 8.9.0, update to version 8.9.1.
• WooCommerce Memberships: Current version 1.16.2, update to version 1.26.5.
• WooCommerce Smart Coupons: Current version 4.25.1, update to version 9.0.1.

In addition to the plugins, there are other components that need updates:

1. WordPress Version: The current version is 6.5.3. The latest version of WordPress is 6.6.0, so an update is recommended.
2. PHP Version: The current version is 7.4.33. It is recommended to update to PHP 8.0 or 8.1, as PHP 7.4 is no longer supported with security updates.

Additionally, there are several WooCommerce template files that are outdated. These should be updated to ensure compatibility and proper functioning of your WooCommerce site.

Let us know if there’s anything else we can help you with.

Hi @owelz,

Thanks for getting back to us. I’m glad to know you were able to resolve the issue with the help of my colleague’s suggestion. Just so you know – we will now close this ticket as solved. If you have any other questions or issues, please feel free to open a new ticket and we’ll be happy to assist you.

Thank you for choosing WooCommerce and have a great day!

Hi @fidelio90,

Thanks for getting back to us and sharing the screenshot. I understand how frustrating it can be when your WooCommerce dashboard isn’t functioning as expected. Here are a few steps to help diagnose and potentially resolve the issue:

1. Check for Plugin Conflicts: Sometimes other plugins can conflict with WooCommerce. Try deactivating all plugins except WooCommerce to see if the error persists. If the error goes away, reactivate your plugins one by one to identify the culprit.
2. Theme Conflict: Switch to a default WordPress theme like Storefront (https://woo.com/products/storefront/) temporarily to see if your current theme is causing the issue.
3. Clear Caches: Clear your browser cache and any site caches you might have set up (like through a caching plugin or server-side caching).
4. Update Everything: Ensure that WordPress, WooCommerce, and all your plugins and themes are up to date. Sometimes updates include fixes for such issues.
5. Error Logs: Check the WooCommerce status page (WooCommerce > Status) for any error logs or warnings that might give us more clues.
6. Inbox Related Plugins: If you are using any specific plugins for managing your WooCommerce inbox or notifications, try disabling them to see if that resolves the issue.

If none of these steps resolve the issue, I recommend installing the plugin “Really Simple SSL” as I have seen that it has worked for similar cases.

Please give it a try and let us know how it goes.

Hi @learningfd,

Thanks for getting back to us. I’m glad to know you were able to resolve the issue with the help of the Event tech team. We appreciate your time and effort in troubleshooting this issue and posting your findings on the forum.

Just so you know – we will now close this ticket as solved. If you have any other questions or issues, please feel free to open a new ticket and we’ll be happy to assist you.

Thank you for choosing WooCommerce and have a great day!

Hi @decli,

Thanks for reaching out! I understand how confusing deprecated functions can be. The error message you’re seeing indicates that the woocommerce_get_weight function has been deprecated since WooCommerce 3.0, and you should use wc_get_weight instead.

To help you find the file and make the necessary correction, I’ll need a bit more information:

1. Custom Code: Are you using any custom code or custom plugins that might be calling woocommerce_get_weight? If so, you’ll need to update those instances.
2. Theme: Which theme are you using? Sometimes themes include custom WooCommerce templates or functions that might need updating.

Here’s a general approach to find and replace the deprecated function:

1. Search for Deprecated Function: Use a text editor or an integrated development environment (IDE) with a “Find in Files” feature to search your entire WordPress directory for woocommerce_get_weight.
2. Update the Function: Replace any instances of woocommerce_get_weight with wc_get_weight.

If you’re using a custom theme or plugin and need specific help, please share more details about them.

Hi @dglite,

Thank you for contacting WooCommerce Plugin Support. In these cases,?there is an option?where you can change any words on your site and replace them with the equivalent you need through a plugin like?SayWhat. With it, you can?add the string?where the words you want to change are and enter the ones you wish to replace them with, and the plugin will automatically do the rest.

You can check more about it here: https://www.ads-software.com/plugins/say-what/.

Here you can find the explanation about how to change the string:
https://plugins.leewillis.co.uk/doc_post/adding-string-replacement/

Let us know how it goes for you!

Hi @henkesan,

Thank you for reaching out and providing detailed information about the PHP warnings you’re encountering. It looks like the warnings are related to the Facebook for WooCommerce plugin. Here are a few steps and questions that might help us pinpoint the issue:

1. Conflict Check: Have you recently installed or updated any other plugins or themes? Try deactivating all other plugins except WooCommerce and Facebook for WooCommerce to see if the warnings persist.
2. Theme Check: Which theme are you using? Switch to a default theme like Storefront (https://woo.com/products/storefront/) temporarily to see if that resolves the issue.
3. Plugin Settings: Review your Facebook for WooCommerce settings to ensure everything looks correct. Any recent customizations might be contributing to the warnings.

Please share with us the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support. You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

If the issue persists, providing the additional details requested will help us better diagnose the problem.