Hi there,
Thank you for reaching out and sharing the details of the error message. I understand how concerning failed orders can be.
The error you’re seeing —
InvalidRequestData : request.Vault: The field CVV must be a string or array type with a maximum length of ‘4’ — typically indicates that invalid or incomplete payment information (such as the CVV) is being submitted during checkout. In many cases, this can also be linked to card testing attacks, where fraudulent attempts are made with random card details.
I recommend reviewing the following guide on how to prevent and respond to card testing attacks:
https://woocommerce.com/document/how-do-i-prevent-and-respond-to-card-testing-attacks/#how-to-respond
Please follow the steps outlined there to help secure your checkout process and reduce failed transactions.
I hope this helps.
We thought about those possibilities. However, these are returning customer with successful orders in the past with the same payment information. The sales team reached out to these customers to take orders directly from them and process their payment manually and the information are working.
Hi there!
Thank you for sharing these details. To help us narrow this down further, Could you please let us know which payment gateway plugin you’re using on your site? Also, could you please check if there’s anything in common between the affected customers — for example, the product purchased, the payment network used (Visa, Mastercard, etc.), or any other pattern you’ve noticed?
Also, lease send us a screenshot of the order details from your WooCommerce dashboard?
Additionally, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:
- System Status Report which you can find via WooCommerce > Status
- Fatal error logs (if any) under WooCommerce > Status > Logs.
Please use https://pastebin.com/ or https://gist.github.com/ and share a link to that paste in reply here. Once we have more information, we’ll be able to assist you further.
There is nothing in common for those failed orders. When I tried a couple of days ago, my order failed too. When we tried again today, it went through. However, a lot of customers still have this issue. These aren’t just random/guest order. Order from existing customers with existing account, and they paid with saved credit card information.
It’s possible that when we updated plugins a few days ago, it caused plugin conflict and issues to woocommerce, but we just cant track it down.
https://pastebin.com/jCevYb1s
https://pastebin.com/4bMyApa6
screenshot: https://drive.google.com/file/d/1ncFrFpmHm2F0fDqbK_0XmyzfrC1asC8v/view?usp=sharing,
https://drive.google.com/file/d/112u2Dk4JjRtC0S67qX3HHF870Vx63plo/view?usp=sharing
Hi @ducbavu,
I get how disruptive these intermittent checkout failures are. Your log points to the Paya/Sage gateway (CVV type/length error) at woocommerce-gateway-sage-usa/classes/sagepaymentsapi.php:1372, often seen with saved cards.
Please try these quick steps:
- Update PHP to 8.3.x and raise max_execution_time to 120.
- Update the Paya/Sage gateway to the latest version.
- In the gateway settings, turn off Remote Logging, then test again.
- Temporarily disable custom checkout changes: Checkout Field Editor, EGP Custom Functions, and the Side Cart plugin. Re-test.
- Make sure the CVV input is plain text with a maximum length of 4 and no JS masking that strips leading zeros.
- For one affected customer, delete the saved token and have them re-save the card at checkout.
- Test on a staging site with only WooCommerce, the Paya/Sage gateway, and Storefront active to rule out conflicts.
- In WooCommerce → Status → Logs, grab a fresh Paya/Sage log excerpt around a failure and share it via Pastebin or Gist.
Share what changes after steps 1–4 and whether new tokenized cards succeed. From there, we can pinpoint whether it’s the gateway plugin or a specific customization.
@lovingbro Thanks for the response.
I think I can now reproduce the error, but I’m not sure what the cause is yet. Everything seems to work fine when customers pay for items by entering credit card info manually. However, when the customer checks the box to save that card for future use, the card won’t work the next time they try to use that saved card.
In the meantime, we disabled card saving option to force customers enter their card everytime.
Here’s the log, please take a look and let me know: https://gist.github.com/duc-bsc/e613b44b326c7e2af74bccfbabcba613
Hi @ducbavu,
Thanks for following up and for confirming that the issue occurs specifically when using saved cards rather than when entering details manually. That’s a very helpful finding.
Can you let us know if you’ve had the chance to go through the earlier troubleshooting steps shared, such as updating the Paya/Sage gateway plugin, adjusting the gateway settings (like disabling Remote Logging), and temporarily deactivating custom checkout changes? It’ll help to know what you’ve already tried so we don’t repeat the same steps.
Also, since you mentioned you can now reproduce the issue, could you please outline the exact steps you followed to make it happen? If possible, a screenshot or even a short screen recording of the process would give us more insight into what’s happening at checkout.
Once we have that, we’ll be in a better place to pinpoint whether this is isolated to the saved card tokenization process or if another plugin/customization is interfering.
Looking forward to your update so we can dig deeper into this together.
@lovingbro
disable those plugin doesn’t help fixing the issue
I will test on a store with just a few plugin, thanks
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This reply was modified 8 months ago by
ducbavu.
It seems we haven’t heard back from you for a while, so I’ll go ahead and mark this thread as resolved. Feel free to reach out whenever you’re ready to continue.
Your feedback helps others – please consider leaving a review: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/
