Moderator
Jan Dembowski
(@jdembowski)
Forum Moderator and Brute Squad
@ivayloa There does not exist a world where pasting 510,007 bytes of log on this site could ever work. I have deleted that unreadable mess.
Copying that data here will not and cannot work here.
Please use https://pastebin.com/ or https://gist.github.com/ or the like instead and share a link to that paste in reply here.
@jdembowski I am sorry. Actually i wanted to post just 1 request which was definitely much shorter, but something weird happened.
Please see the data pasted as per your advice here: https://pastebin.com/zvnvijJx
Zee
(@doublezed2)
Hello ivayloa,
Thank you for contacting WooCommerce support.
I understand you’re having trouble processing payments with WooPayments. It works in test mode, but all live payments are getting rejected without any clear errors in the logs.
Was WooPayments working before, or is this your first time setting it up?
If it was working, when did the issue start?
Do you see any messages when payments are rejected?
Please share screenshots of any errors that appear on the site.
You may use https://snipboard.io to upload images and share link here.
Lastly, please share your site’s System Status Report with me.
You can paste it into https://pastebin.com and share the link here.
Looking forward to your response. 🙂
Hello,
Thanks for responding.
Yes, the customer gets an error -> https://snipboard.io/4lVxXR.jpg
On the backend, we just get order status failed. Of course all credit card data is provided correctly and this issue is present with 100% of the cards that we try to run. This is our first time setting up Woopayments.
Here’s the status report as well: https://pastebin.com/9yBLa5sd
Also please note that we have already tried resolving compatibility issues.
Zee
(@doublezed2)
Hello ivayloa,
Thank you for your reply.
To troubleshoot further, please navigate to WooCommerce > Status > Tools and try clearing WooPayments account cache. Here is a guide for detailed steps:
https://woocommerce.com/document/woopayments/testing-and-troubleshooting/#clearing-account-cache
The screenshot shows some information is missing, which causes the Woopayments transaction to fail.
I noticed that your checkout page is modified, it does not contain regular shipping and billing fields.
When you say you tried resolving compatibility issues, does that mean you disabled other plugins and switched to a default theme? If not, then I suggest you try this as well to determine if there is a plugin conflict.
Let me know how it goes.
Best regards.
Hello,
We cleared our cache. Unfortunately nothing improved.
Yes, our checkout is modified – some fields are removed, but i don’t think this has anything to do with the card payments.
No data is missing at all, this is something all users get no matter the data they enter. We cannot support so much checkout fields that are not needed for our website.
Zee
(@doublezed2)
Hello ivayloa,
Thank you for your reply.
I understand that you cleared the cache, but the issue persists.
Some payment methods require specific billing details, and missing information can prevent transactions from completing. This usually generates error logs, so please make sure debug log is enabled in the WooPayments settings and then check WooCommerce > System Status > Logs for any relevant entries.
Lastly, I recommend a conflict test to determine if the modified checkout page is causing this issue.
Let me know if you have any questions about performing a conflict test.
Looking forward to your response. 🙂
