@fzoid,
After downgrading to 1.0.38, did you disconnect and reconnect the plugin from your Square account?
Are there any fatal errors being logged when users try to checkout? You can check at WooCommerce->Status->Logs or look at your server’s PHP error logs.
Thread Starter
fzoid
(@fzoid)
The version 2 had the freezing issue. When I downgraded I did disconnect and reconnect and customer orders failed but only on credit card orders. I disabled the Square plugin until I had a way to fix this issue.
I see no fatal errors.
@fzoid,
Sorry to hear that it still didn’t work after downgrading. Please contact us at WooCommerce.com > My Account > Tickets. You may need to create an account before you can access that page.
Please include a link to this forum thread, so that we can keep track of what’s already been done.
We will be able to help you further there.
Thread Starter
fzoid
(@fzoid)
I found My account (I already have an account) but I could not find tickets. Location?
Has it changed to support. If so I’m not sure what I have to buy to get support. It is not clear on the site.
NOTE AT SITE:
Free Users: Note that we only provide assistance for those who have purchased a product at WooCommerce.com. For WooCommerce support, try the: WooCommerce Forums.
We have the same problem. Reverting to 1.0.38 on our live site caused Square orders to fail. Oddly, as of last night, reverting to 1.0.38 works fine on our development site but not on our live one. On our dev site I removed and reinstalled (1.0.38) the plugin, disconnected/reconnected to Square and did a test order and it worked fine. I repeated precisely the same process on our live site and the plugin will not ‘disconnect’ from Square – the page just reloads with the button saying ‘disconnect’ again. I have a ticket open for this myself.
The support site seems very confusing: there appears to be no option to open a new ticket directly from what I can see. I had to talk to someone on the ‘chat’ and they did it for me (again). Also, in email notifications I receive about the ticket, I can’t click the link to view or reply to the ticket online, I get blank pages. I have to reply via email 🙁
SB
Once you’re logged in, you can access chat/tickets here:
https://woocommerce.com/my-account/create-a-ticket/
WooCommerce will provide support for this Square plugin, just make sure to select Square for WooCommerce in the form under “I Need Help With”.
Thread Starter
fzoid
(@fzoid)
You can not make a ticket using https://woocommerce.com/my-account/create-a-ticket/ and you can not make a chat with that link even if you are logged.
PLEASE DO A TEST YOURSELF.
NOTE AT SITE:
Free Users: Note that we only provide assistance for those who have purchased a product at WooCommerce.com. For WooCommerce support, try the: WooCommerce Forums.
No way to pay for support or get free support using this link.
PLEASE COME WITH A BETTER WAY TO FIX THIS ISSUE.
Thread Starter
fzoid
(@fzoid)
Also Square for WooCommerce is not under “I Need Help With” Almost every other credit card service is.
AGAIN PLEASE LOOK AND TRY THIS YOURSELF.
For info, this finally worked for me on our live site:
1) Deactivate the 1.0.38 plugin
2) You need to go SQL: Use your favourite MySQL tool to find the wc_square_access_tokens option in the wp_options table in the database and remove the option’s value, leaving it blank.
3) Our site is cached – I flushed all caches.
4) Re-activate the plugin and it should now hopefully ask you to reconnect to Square. Make sure you reconnect with an *owner* level Square account.
Regarding the plugin not being in the support ticket list: I ‘re-ordered/re-downloaded’ the plugin from the WooCommerce site, whilst logged in correctly, and it added it to my downloads list and it now magically appears in the support ticket list as well. (it’s of course free to download).
SB
Thomas, for info:
If I go to https://woocommerce.com/my-account/create-a-ticket/ (when logged in) the “support request” section, once filled in allows me to ‘start chat’ but not just submit a ticket (in the conventional sense) and walk away. ‘Chat’ seems to be the only option, for which one has to hang around for and actually talk to someone then and there.
Now, to be fair, you guys are damn quick, and talking to someone is great, but sometimes you just want to submit a ticket and get on with life if it’s not a desperate problem! 🙂
SB
Hey @rsnsbartlett,
If chat operators are available, chat will be the option provided for support. If you don’t have time to chat or prefer a ticket just let the chat operator know and they’ll take care of it for you.
Hi Thomas,
Thanks for clarifying – that’s cool. It’s great that you guys are actually that responsive – many aren’t!
As a minor suggestion it might be worth adding a note to that effect on that screen, as I’m guessing many people may just hunt for a ‘new ticket’ button (as I did) and get confused.
Thanks again,
SB
