Pluggin Conflicts and Now Stuck on Processing

  • billymir

    (@billymir)


    4 years, 7 months ago

    I’ve been having issue with trust payment and their plugin since i signed up with them early last year. In the last 3 days i’ve had over 30 order cancellations using the old plugin, was forced to up date to the new plugin 3DS2 but encountered multiple issues:

    Conflicting with W3 Total Cache Plugin, had to disable it to make the “loading payment details” error disappear.

    Now the screen is stuck on processing order and will not move forward from there. This occurs after filling in all the payment details and clicking on place order.

    Still waiting on Trust payments support team to do something about this, they gave me all the credentials but the response back is super slow, 1 email back per day. I’m losing out on so many clients and money, i feel like i want to move to another gateway provider.

    If anyone has a solution please let me know.
    Thanks

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Trust Payments

    (@trustpayments)

    4 years, 7 months ago

    Sorry to hear about your issues. Please could you forward your email addressing this issue to our Support team again ([email protected]), and mention that you have come from the forum? I’ll ask our Support team to pass this to the correct team ASAP.

    • This reply was modified 4 years, 7 months ago by Jan Dembowski.
    Thread Starter billymir

    (@billymir)

    4 years, 7 months ago

    I feel like this plugin has more than few issues and was not ready for the real world.

    1st problem i encountered was the “loading payment details” where the card information would need to presented. I was able to resolve this issue by disabling the W3 Total Cache pluggin.

    2nd problem arose right after, when you enter your card details and click on “place order” it would freeze and show “Processing Payment”. This was resolved by @trustpayments Support team, when i called them. Liam was able to help me and it turned out my Username had a typo.

    Now the 3rd Problem which is currently still causing an issue. When you fill the payment details in and then hit the place order button, it will either 1 of 2 thing:

    1st it would freeze right after the 3DS2 screen. Then if you click on reload it will do the whole process again but this time it will take the payment from the bank account but then redirect you to a 404 error page.

    2nd it will take the payment and just redirect you to a 404 error page.

    I put the website on live for 30min and got 2 orders from different customers and they all experienced the same issue, as i did when i tried it with my own bank account.

    So now the customers thinks the order has been placed because the payment has left their bank however on the backend we get an order cancelled message.

    In the past few days i’ve received 33 Cancelled order messages and had to sit down and go through each order to make sure they had paid or issue a refund.

    I feel like once this issue is resolved, i’m going to see another one then another one.

    @trustpayments I’ve emailed multiple times, response time is really slow.. I’m looking into other payment gateway options now.

    Plugin Author Trust Payments

    (@trustpayments)

    4 years, 7 months ago

    @billymir with the 3rd issue, have you tried using a default theme, just in case it’s clashing with our plugin?

    Do you have a staging system we could have access to? If so, please email it to Support, and mark in the email you’ve come from the forum They have been made aware to pass it straight onto our team to look at.

    Thread Starter billymir

    (@billymir)

    4 years, 7 months ago

    I’ve tried a the default theme.

    I’ve also emailed support at trustpayment with log in details.

    The issue is where the orders are being time out and then eventually cancelled even though the payments have been settled in MyST.

    Any fix on that?

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

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