• Resolved knutr

    (@knutr)


    Stripe payments occasionally fail. It appears most customers try again and it goes through on the retry.
    I just tried this myself with debug logs enabled (after the initial attempt with debug disabled failed). First try with debug on worked, with this in the log (shortened for brevity):
    2021-01-25T22:05:11+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    sources/src_1IDdBKDPk8eXewjpxpPVJNB3
    ====End Log====

    2021-01-25T22:05:11+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    customers request: Array
    (
    [email] => <myemail>
    [description] => Name: <my name>, Guest
    [name] => <my name>
    [metadata] => Array
    (
    )

    )

    ====End Log====

    2021-01-25T22:05:12+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    Info: Begin processing payment for order 1132 for the amount of 8.50
    ====End Log====

    <bunch more stuff>
    =============================================

    The failed transaction (second order with debug enabled) shows like this (entire log content). I can’t do anything with this but I hope Woocommerce developers can.

    2021-01-25T22:13:30+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    customers request: Array
    (
    [email] => <my email>
    [description] => Name: <my name>, Guest
    [name] => <my name>
    [metadata] => Array
    (
    )

    )

    ====End Log====

    2021-01-25T22:13:31+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    Error: stdClass Object
    (
    [token_id] =>
    [customer] => cus_IpHtQlg9pDY9Pq
    [source] =>
    [source_object] =>
    )

    ====End Log====

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Ross V. a11n

    (@rossviviano)

    Automattic Happiness Engineer

    Hi there!

    Can you paste that whole log for us? It seems like it’s pretty incomplete, but I want to make sure we’re on the same page as to what information isn’t there. Please omit any sensitive/ personal info from the log before pasting it.

    Looking forward to hearing from you!

    Ross

    Thread Starter knutr

    (@knutr)

    Hi @rossviviano
    Do you want the successful transactions as well (that’s a lot of data to redact)? The entirety of the failed transaction is below – indeed very short. I noticed it has the “sources/…” line which the successful transactions don’t have. Kind of looks like it was supposed to pull in data from somewhere and didn’t.

    2021-01-25T22:05:11+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    sources/src_1IDdBKDPk8eXewjpxpPVJNB3
    ====End Log====

    2021-01-25T22:05:11+00:00 DEBUG
    ====Stripe Version: 4.7.0====
    ====Start Log====
    customers request: Array
    (
    [email] => [email protected]
    [description] => Name: Knut, Guest
    [name] => Knut
    [metadata] => Array
    (
    )

    )

    ====End Log====

    Plugin Support Ross V. a11n

    (@rossviviano)

    Automattic Happiness Engineer

    Hi again,

    If what you’ve pasted is the complete log for those failed transactions, there’s a lot missing! It looks like something is blocking Stripe from communicating with your site/ vice versa. Usually, this is caused by a conflict, to be honest. To test, first, you’ll want to change the theme on your site to Storefront, then test. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you. If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and Stripe and place some test transactions. If that fixes the problem, re-enable the other plugins one by one to see where the issue is coming from. If you don’t want to test on your live site, then create a staging site using a plugin called WP Staging.

    Best,

    Ross

    Thread Starter knutr

    (@knutr)

    Hi,
    Switching to the Storefront theme seems to fix the payment failure. It’s intermittent in nature but 3 out of 3 transactions went through.
    I did upgrade the Ocean WP theme in the last few weeks so that update probably broke payments.

    Thanks, Knut

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘Payment processing failed. Please retry.’ is closed to new replies.