Title: Checkout Errors Last modified: August 31, 2022 --- # Checkout Errors * Resolved [AntPayne](https://wordpress.org/support/users/antpayne/) * (@antpayne) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/) * Hi Guys, * We installed PayPal Commerce 6 weeks ago. Woo Commerce 6.8 Its the PayPal that is for PP & cards plus Accept PayPal, Pay Later and alternative payment types. Since then, our abandonment rate has increased to 75% with customers reporting errors below at checkout. * “something went wrong. Please try again or choose another payment source” * Any help would be really appreciated. * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fcheckout-errors-5%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 9 replies - 1 through 9 (of 9 total) * Plugin Support [Femi](https://wordpress.org/support/users/femiyb/) * (@femiyb) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-15966901) * Hello [@antpayne](https://wordpress.org/support/users/antpayne/) * To better judge what could be causing this, we are interested in a copy of your WooCommerce system report and your latest PayPal Payments log files. The system report can be accessed from here: WooCommerce > Status > Get system report > Copy for support You can copy the log files from here: WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]” in the dropdown and click on view. You can share it either privately with us from here: [https://paypal.inpsyde.com/docs/request-support/](https://paypal.inpsyde.com/docs/request-support/) If you send a private message, please include a link to this thread. * Thanks! Femi * Thread Starter [AntPayne](https://wordpress.org/support/users/antpayne/) * (@antpayne) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-15966921) * Hi Femi, * System report copy below * ``` ### WordPress Environment ### WordPress address (URL): https://www.lovemygifts.co.uk Site address (URL): https://www.lovemygifts.co.uk 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: 6.0.2 WP Multisite: – WP Memory Limit: 2 GB WP Debug Mode: ✔ WP Cron: ✔ Language: en_GB External object cache: – ### Server Environment ### Server Info: Apache PHP Version: 7.4.30 PHP Post Max Size: 200 MB PHP Time Limit: 10000 PHP Max Input Vars: 10000 cURL Version: 7.84.0 OpenSSL/1.1.1q SUHOSIN Installed: – MySQL Version: 5.7.39-log Max Upload Size: 200 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote 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wp_yith_ywpar_points_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB wp_yith_ywrac_email_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB ### Post Type Counts ### acf: 7 acf-field: 87 acf-field-group: 14 attachment: 42357 custom_css: 1 global_product_addon: 1 nav_menu_item: 70 nf_sub: 107786 page: 50 popup_theme: 7 post: 67 product: 8403 product_variation: 357 revision: 938 shop_coupon: 27 shop_order: 247805 shop_order_refund: 4601 shortcoder: 1 wc_order_status: 8 wcct_countdown: 23 ywtm_tab: 1 ### Security ### Secure connection (HTTPS): ✔ Hide errors from visitors: ✔ ### Active Plugins (43) ### ReOrder Post Within Categories: by Aurélien Chappard Aurovrata Venet – 1.8.1 Advanced Custom Fields PRO: by Elliot Condon – 5.9.0 Classic Editor: by WordPress Contributors – 1.6.2 Easy FancyBox: by RavanH – 1.8.18 Facebook for WooCommerce: by Facebook – 2.6.20 Google XML Sitemaps: by Auctollo – 4.1.5 Mailchimp for WooCommerce: by Mailchimp – 2.7.2 Maintenance: by WebFactory Ltd – 4.06 Media 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Softwares – 1.3.5 Disable Bloat for WordPress & WooCommerce: by Disable Bloat – 3.0.3 Finale Lite - Sales Countdown Timer & Discount for WooCommerce: by XLPlugins – 2.15.0 GTM4WP: by Thomas Geiger – 1.16.1 Query Monitor: by John Blackbourn – 3.9.0 ReOrder Posts within Categories: by Aurorata V. – 2.12.5 UpdraftPlus - Backup/Restore: by UpdraftPlus.Com DavidAnderson – 2.16.62.25 Visual Term Description Editor: by Shea Bunge – 1.8.1 WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.18 WooCommerce Customer History: by Brian Richards – 1.2.1 WooCommerce Product Filter: by Mihajlovic Nenad – 6.5.4 Woocommerce Products Per Page: by Jeroen Sormani – 1.2.6 WP-Optimize Premium - Clean, Compress, Cache: by David Anderson Ruhani Rabin Team Updraft – 3.0.14 YITH Infinite Scrolling Premium: by YITH – 1.5.0 YITH Purchased Column for WooCommerce: by YITHEMES – 1.1.7 YITH WooCommerce PDF Invoice and Shipping List: by YITH – 1.2.22 ### Dropin Plugins (1) ### maintenance.php: maintenance.php ### Settings ### API Enabled: ✔ Force SSL: ✔ Currency: GBP (£) 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) 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: #4 - /shop/ Basket: #5 - /cart/ Checkout: #6 - /checkout/ My account: #7 - /my-account/ Terms and conditions: #64 - /terms-conditions/ ### Theme ### Name: Love My Gifts Version: 2.0 Author URL: http://www.strathernassociates.co.uk Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme WooCommerce Support: ✔ ### Templates ### Overrides: lovemygifts/woocommerce/archive-product.php version 2.0.0 is out of date. The core version is 3.4.0 lovemygifts/woocommerce/cart/cart-item-data.php lovemygifts/woocommerce/cart/cart-totals.php lovemygifts/woocommerce/cart/cart.php version 3.1.0 is out of date. The core version is 3.8.0 lovemygifts/woocommerce/cart/cross-sells.php version 3.0.0 is out of date. The core version is 4.4.0 lovemygifts/woocommerce/checkout/review-order.php version 2.3.0 is out of date. The core version is 5.2.0 lovemygifts/woocommerce/content-product.php version 3.0.0 is out of date. The core version is 3.6.0 lovemygifts/woocommerce/content-single-product.php version 3.0.0 is out of date. The core version is 3.6.0 lovemygifts/woocommerce/emails/customer-completed-order.php version 2.5.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/customer-processing-order.php version 2.5.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/customer-refunded-order.php version 2.5.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/email-addresses.php version 3.0.0 is out of date. The core version is 5.6.0 lovemygifts/woocommerce/emails/email-customer-details.php lovemygifts/woocommerce/emails/email-footer.php version 2.3.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/email-header.php version 2.4.0 is out of date. The core version is 4.0.0 lovemygifts/woocommerce/emails/email-order-details.php version 3.0.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/email-order-items.php version 3.0.0 is out of date. The core version is 3.7.0 lovemygifts/woocommerce/emails/email-styles.php version 2.3.0 is out of date. The core version is 4.0.0 lovemygifts/woocommerce/loop/pagination.php version 2.2.2 is out of date. The core version is 3.3.1 lovemygifts/woocommerce/single-product/add-to-cart/simple.php version 3.0.0 is out of date. The core version is 3.4.0 lovemygifts/woocommerce/single-product/meta.php lovemygifts/woocommerce/single-product/up-sells.php lovemygifts/woocommerce/single-product.php Outdated Templates: ❌ Learn how to update ### WooCommerce PayPal Payments ### Onboarded: ✔ Shop country code: GB WooCommerce currency supported: ✔ PayPal card processing available in country: ✔ Pay Later messaging available in country: ✔ Webhook status: ✔ Vault enabled: ✔ Logging enabled: – Reference Transactions: ✔ Used PayPal Checkout plugin: – ### 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: ❌ Not scheduled Options: ✔ Notes: 9 Onboarding: completed ### Action Scheduler ### Canceled: 150 Oldest: 2022-08-02 11:17:04 +0000 Newest: 2022-08-30 22:35:06 +0000 Complete: 27,929 Oldest: 2022-08-01 11:45:04 +0000 Newest: 2022-08-31 12:26:07 +0000 Failed: 7,837 Oldest: 2021-02-23 05:41:57 +0000 Newest: 2022-08-23 16:10:04 +0000 Pending: 3 Oldest: 2022-08-31 12:31:07 +0000 Newest: 2022-08-31 22:06:50 +0000 ### Status report information ### Generated at: 2022-08-31 12:31:03 +00:00 ``` * Thread Starter [AntPayne](https://wordpress.org/support/users/antpayne/) * (@antpayne) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-15966930) * You can copy the log files from here: WooCommerce > Status > Logs > select “ woocommerce-paypal-payments- * I can only see this type of info on logs (most recent below) * ``` 2022-08-31T11:50:25+00:00 DEBUG get_order_item_data received an order item which is not a valid product: 24297 2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object 2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object 2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object 2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object 2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object ``` * Plugin Support [Femi](https://wordpress.org/support/users/femiyb/) * (@femiyb) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-15969974) * Hello * Thanks for sharing the information. The logs you have shared are not PayPal Payments logs. Can you please make sure that logging is enabled in the plugin settings and then try again? * Any eventual error messages should then be saved in a log file. After testing again, we would then be interested in your most recent PayPal Payments logfile from here: WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]” in the dropdown and click on view.  * I also see that you have other PayPal plugins active on your site, please deactivate other PayPal plugins, and test to see if the issue persists. * Thanks. Femi. * Thread Starter [AntPayne](https://wordpress.org/support/users/antpayne/) * (@antpayne) * [3 years, 9 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-15992451) * Hi, we are now seeing this error * Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed. * Plugin Support [Syde Joost](https://wordpress.org/support/users/joostvandevijver/) * (@joostvandevijver) * [3 years, 8 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-16016151) * Hello [@antpayne](https://wordpress.org/support/users/antpayne/) * We have been receiving more similar reports about this error (Could not retrieve order). It seems that since our 1.9.2 release there have been an increasing amount of failures for purchases done via older web browsers. You can test this issue when you use Internet Explorer, the same issue should occur for any order to test. * We are working on improving our browser compatibility for our next release. If you are interested you can test [this package](https://drive.google.com/file/d/181diykAVBYlObDqTwKdfly1cR5y6HEaa/view?usp=sharing) that our developers provided last week, which should already improve the browser compatibility. However, this was their first attempt, so we expect to have a better solution for our next release. I was told it might also be a solution to revert back to [version 1.9.1](https://github.com/woocommerce/woocommerce-paypal-payments/releases/download/1.9.1/woocommerce-paypal-payments.zip), but I cannot confirm that (on my test environment I could not test this successful). * If you decide to use this package, we would be happy to hear about your experience using it. I have linked the bugs we have open for this issue to this request, so you should get updated once we have any fix in place for this. * Let me know if this improves your situation or if you need additional support. * Kind regards, Joost * Thread Starter [AntPayne](https://wordpress.org/support/users/antpayne/) * (@antpayne) * [3 years, 8 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-16059239) * Hello, we are still missing orders due to this error. I have requested compensation from PayPal. Who is responsible for compensating us for lost sales? Anthony Payne. * Plugin Support [Syde Joost](https://wordpress.org/support/users/joostvandevijver/) * (@joostvandevijver) * [3 years, 8 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-16067105) * Hello [@antpayne](https://wordpress.org/support/users/antpayne/) * This forum is handled by the technical plugin support team, and we have no access to any of the financial systems of PayPal. Neither do we handle any compensation requests; only technical questions. I would advise you to get in contact with [PayPal General Merchant Support](https://www.paypal.com/us/smarthelp/contact-us) for this question. * Kind regards, Joost * Plugin Support [Syde Joost](https://wordpress.org/support/users/joostvandevijver/) * (@joostvandevijver) * [3 years, 8 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-16074545) * Hello [@antpayne](https://wordpress.org/support/users/antpayne/) * The issue with the error “Could not retrieve order” has been addressed for our next release 1.9.4, for which we currently have a [beta version](https://github.com/woocommerce/woocommerce-paypal-payments/releases/tag/1.9.4-rc1) that we are testing. If you want to test this solution as well, please download it from the link provided. However, this issue is caused by a web browser compatibility issue, so you would first need to find a way in the current version in which you can reproduce the issue consistently in order to verify the fix. * The official release should occur within 2 weeks, so you can also wait for that, if you want to avoid using beta versions. * Kind regards, Joost Viewing 9 replies - 1 through 9 (of 9 total) The topic ‘Checkout Errors’ is closed to new replies. * ![](https://ps.w.org/woocommerce-paypal-payments/assets/icon-256x256.png?rev= 3234615) * [WooCommerce PayPal Payments](https://wordpress.org/plugins/woocommerce-paypal-payments/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce-paypal-payments/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce-paypal-payments/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce-paypal-payments/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce-paypal-payments/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce-paypal-payments/reviews/) * 9 replies * 3 participants * Last reply from: [Syde Joost](https://wordpress.org/support/users/joostvandevijver/) * Last activity: [3 years, 8 months ago](https://wordpress.org/support/topic/checkout-errors-5/#post-16074545) * Status: resolved