Checkout fail Cannot create the API instance because the access token is missing

  • Resolved nipinuk

    (@nipinuk)


    3 years, 6 months ago

    Customers seeing ‘There has been a critical error on this website.’ when trying to check out. Our error log is showing:
    There was an error trying sync products using the Catalog Batch API for job 7efb62be4f010c59b5cd57XXX8cc95a67: Cannot create the API instance because the access token is missing.
    Our website has been processing Square payments fine until a couple of days ago and we haven’t touched the access token.
    I tried WooCommerce-Settings-Square and it’s showing a blank page so I can’t put in the access token again.

    Any help greatly appreciated as we sell Christmas lights and need the sales!

    • This topic was modified 3 years, 6 months ago by nipinuk.

    The page I need help with: [log in to see the link]

Viewing 10 replies - 1 through 10 (of 10 total)
  • Igor H

    (@ihereira)

    3 years, 6 months ago

    Hello,

    Sorry to hear about that.

    To check this better, please share a copy of your site’s System Status report: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. 

    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    Thanks for the quick reply. Here ut is:

    
### WordPress Environment ###

WordPress address (URL): https://www.qbis.uk
Site address (URL): https://www.qbis.uk
WC Version: 7.1.0
REST API Version: ✔ 7.1.0
WC Blocks Version: ✔ 8.7.5
Action Scheduler Version: ✔ 3.4.0
Log Directory Writable: ✔
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 384 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 8.0.25
PHP Post Max Size: 128 MB
PHP Time Limit: 60
PHP Max Input Vars: 1000
cURL Version: 7.61.1
OpenSSL/1.1.1k

SUHOSIN Installed: –
MySQL Version: 10.5.17-MariaDB
Max Upload Size: 32 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 7.1.0
WC Database Prefix: wp_
Total Database Size: 33.64MB
Database Data Size: 28.01MB
Database Index Size: 5.63MB
wp_woocommerce_sessions: Data: 0.10MB + Index: 0.00MB + Engine MyISAM
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### Post Type Counts ###

attachment: 646
blocks: 9
custom_css: 1
customize_changeset: 15
featured_item: 8
mailpoet_page: 1
mbp-google-subposts: 4
nav_menu_item: 74
oembed_cache: 7
page: 47
post: 1
product: 75
qr: 3
revision: 190
shop_coupon: 22
shop_order: 628
shop_order_refund: 10
sliced_invoice: 1
wp_global_styles: 1
wpcf7_contact_form: 4

### Security ###

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

### Active Plugins (28) ###

All In One WP Security: by All In One WP Security & Firewall Team – 5.1.1
Contact Form 7: by Takayuki Miyoshi – 5.6.4
EAN for WooCommerce: by WPFactory – 4.4.2
ELEX WooCommerce Bulk Edit Products, Prices & Attributes (Basic): by ELEXtensions – 1.2.7
Facebook for WooCommerce: by Facebook – 3.0.5
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.10.1
Google Listings and Ads: by WooCommerce – 2.3.1
Nextend Social Login: by Nextendweb – 3.1.7
Product Video for WooCommerce: by Addify – 1.4.6
QR Code Woocommerce: by Gangesh Matta – 2.0.5
Mobile Redirect: by Ozette Plugins – 1.7.2
W3 Total Cache: by BoldGrid – 2.2.7
WC Featured Products: by itzmekhokan – 1.0.2
Advanced Shipment Tracking for WooCommerce: by zorem – 3.5.1
WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.20
WooCommerce Advanced Free Shipping: by Jeroen Sormani – 1.1.5
Woocommerce Cross Sell Products Display: by Logicfire – 2.0.1
Extra Product Sorting Options for WooCommerce: by SkyVerge – 2.9.1
WooCommerce Max Quantity: by Isabel Castillo – 1.5.2
PDF Invoices & Packing Slips for WooCommerce: by WP Overnight – 3.2.5
WooCommerce Product CSV Import Suite: by WooCommerce – 1.10.46 (update to version 1.10.53 is available)
WooCommerce Shipping & Tax: by WooCommerce – 2.1.0
WooCommerce Square: by WooCommerce – 3.4.1
WooCommerce: by Automattic – 7.1.0
Yoast SEO: by Team Yoast – 19.11
WP Mail Logging: by Wysija – 1.10.4
ReCaptcha v2 for Contact Form 7: by IQComputing – 1.4.3
YITH WooCommerce Wishlist: by YITH – 3.15.0

### Inactive Plugins (4) ###

Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.3
Pixel Manager for WooCommerce: by SweetCode – 1.27.7
Product Import Export for WooCommerce: by WebToffee – 2.2.6
Site Kit by Google: by Google – 1.88.0

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.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)
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: #6 - /shop/
Basket: #66 - /cart/
Checkout: #8 - /checkout/
My account: #9 - /my-account/
Terms and conditions: ❌ Page not set

### Theme ###

Name: Flatsome Child
Version: 3.0
Author URL: 
Child Theme: ✔
Parent Theme Name: Flatsome
Parent Theme Version: 3.16.2
Parent Theme Author URL: https://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/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/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/rating.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

### Square ###

Environment: Production
Tokenization Enabled: 
Debug Mode: Save to Log

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-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
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ✔ Next scheduled: 2022-12-07 19:47:37 +00:00
Options: ✔
Notes: 118
Onboarding: completed

### Action Scheduler ###

Complete: 3,981
Oldest: 2022-12-05 14:22:28 +0000
Newest: 2022-12-07 14:18:13 +0000

Failed: 47
Oldest: 2022-12-07 11:17:15 +0000
Newest: 2022-12-07 11:17:15 +0000

Pending: 7
Oldest: 2022-12-07 15:18:13 +0000
Newest: 2022-12-13 09:51:13 +0000

### Status report information ###

Generated at: 2022-12-07 14:21:18 +00:00
    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    I’ve contacted our hosting company and they confirmed that opcache.save_comments is enabled

    Igor H

    (@ihereira)

    3 years, 6 months ago

    Hi,

    For better assistance, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Important: Please include a link to this forum thread in your response.

    Best.

    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    Thank you Igor. I’ve just done as you advised.

    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    This is not resolved as no one has replied to my support request. Ticket #5773096. I’m desperate! Support on here seems much faster.

    • This reply was modified 3 years, 6 months ago by nipinuk.
    xue28 (woo-hc)

    (@xue28)

    3 years, 6 months ago

    Hi @nipinuk

    We hear you! I’ve already escalated your concern so that one of our Happiness Engineers could reply to you the soonest possible time.

    Thanks for your patience.

    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    This is not resolved yet as the recommended actions are still resulting in error processing payments at checkout so customers are still unable to buy from us. For those who are interested, I was told that the error is due to the Facebook for WooCommerce plugin. I have deactivated and reactivated the plugin as advised and I’m still getting checkout error. I’ve replied to my support ticket over 5 hours ago so will update when I have a solution.

    Thread Starter nipinuk

    (@nipinuk)

    3 years, 6 months ago

    Still no response from ‘Happiness Engineers’ to my urgent and escalated ticket after 10 hours. We have been unable to process payments for 3 days so I’ve had no choice but to switch to another payment gateway. In case anyone is interested, I’ve switched to Revolut Gateway for WooCommerce plugin. You will need a Revolut business account. Everything worked in 5 minutes!! Really disappointing with support from WooCommerce 🙁

    KL a11n

    (@avantegarde)

    3 years, 6 months ago

    Hi there @nipinuk,

    I’m so sorry your issue with the Square plugin is still unresolved. I can see that my colleague has responded to you in the ticket you’ve submitted with some next steps for us to investigate what’s going on with your site. Can you confirm that you’ve received that response?

    I understand that you’ve already switched to another plugin and I’m happy that it’s working well for you so far. We’d love to continue troubleshooting the square issues with you if you’re interested. This may require setting up a staging environment for us to investigate on so we don’t disrupt the live site. Can you please let us know in your response to the ticket if you’d like us to continue troubleshooting?

    We look forward to hearing back from you.

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