‘Save Payment Method’ checkbox not working

  • Resolved jswoolf01

    (@jswoolf01)


    3 months, 2 weeks ago

    We use WooCommerce Subscriptions to track memberships in our store. We require new members to check the ‘Save payment method to account’ checkbox on the checkout page so that their payment method will be on file when renewal time comes up, which it does every month. We’ve never had any significant problem with this before.

    We only just noticed today that starting around January 15th, new members are not getting their payment methods saved, even when the “Save to account” checkbox is checked. The payment goes through and we get the money, but no payment-method data gets saved in the WP database. So when renewal time rolls around, the subscription gets put on hold for lack of payment. Members who saved their payment method before mid-January don’t have a problem. If a user tries to save their payment method using the “Add new payment method” choice from their Payment Methods page, that works. But using the checkbox doesn’t. I’ve checked the WooCommerce logs for the most recent failed save, and see nothing that looks unusual or out of place (although maybe I just don’t know what to look for).

    We have close to 700 subscribers, and probably fifty or sixty new ones since this started happening. So getting it fixed is a high priority. I installed a number of plugin updates right around the time this started, but all seemed ordinary and most wouldn’t have affected the checkout process.

    Where should I look for the cause of this error?

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • LovingBro (woo-hc)

    (@lovingbro)

    3 months, 2 weeks ago

    Hi @jswoolf01,

    Thank you for the detailed explanation, I can imagine how concerning this must be, especially with renewals starting to fail for new members. Since this was previously working fine and the payments are still processing successfully, it does sound like something changed around mid January that is affecting how the payment token is being saved to the user account.

    A few areas I recommend checking first.

    1. Payment gateway updates
      Did your payment gateway plugin receive an update around January 15th. The “Save payment method” checkbox relies on the gateway properly creating and storing a token. If the gateway update introduced a change to tokenization behavior, that could explain why payments succeed but no payment method is stored.
    2. Subscriptions and gateway compatibility
      Please confirm that your gateway still fully supports tokenization and WooCommerce Subscriptions. You can review the Subscriptions payment method requirements here https://woocommerce.com/document/subscriptions/payment-gateways/
    3. Checkout customization or hooks
      If you have any custom code that enforces the checkbox or modifies checkout fields, it would be worth temporarily disabling that to test. A small JavaScript or hook change can prevent the token from being attached to the order.
    4. Plugin conflict test
      Since you mentioned several plugins were updated around that time, a quick staging test would be ideal. On a staging site:
      Switch to Storefront or Twenty Twenty Four
      Deactivate all plugins except WooCommerce, WooCommerce Subscriptions, and your payment gateway
      Then place a test order and check whether the payment method is saved

    If it works in isolation, we know it is a conflict introduced by another plugin or the theme.

    1. System Status Report
      To help narrow this down, could you please share a copy of your System Status Report from WooCommerce → Status → Get system report. You can paste it via https://pastebin.com or https://quickforget.com and share the link here.

    Since this started on a specific date, it is very likely tied to either a plugin update or a gateway configuration change. Once we see your gateway details and versions, we can guide you more precisely.

    Looking forward to your findings so we can get those renewals running smoothly again.

    Thread Starter jswoolf01

    (@jswoolf01)

    3 months, 1 week ago

    Thanks for the pointers. They let us find and fix the issue: a bug in an update to our payments gateway. Payment saving appears to be working correctly again.

    LovingBro (woo-hc)

    (@lovingbro)

    3 months, 1 week ago

    Hi @jswoolf01,

    It is great to hear that you were able to track this down to the payment gateway update and get everything working correctly again. I can imagine how important that was with renewals depending on saved payment methods, so it is wonderful to know things are back on track.

    Since the issue has been resolved, I will go ahead and leave this thread as resolved. If anything else comes up, feel free to open a new topic and we will be happy to help.

    If you have a moment, we would truly appreciate a 5 star review of WooCommerce. Your feedback helps other store owners and means a lot to the team. You can leave a review here: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/#new-post. Thanks again for working through this with us.

Viewing 3 replies - 1 through 3 (of 3 total)

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