Subscription Payment Failed

  • Resolved Carl M.

    (@ccmanz)


    2 years, 7 months ago

    Hi team, we are having an issue with subscriptions via recurring payments in braintree. It always fails so no payments are taken so we have to manually charge the customer.

    We get this order note:

    Braintree (Credit Card) Payment Failed (Subscription Renewal: payment token is missing/invalid.) Order status changed from Pending payment to Failed.

    How do we sort this out so that the customer is billed automatically?

    Please advise

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Shameem – a11n

    (@shameemreza)

    2 years, 7 months ago

    Hello @ccmanz

    The error message you see typically indicates that the payment token stored for the customer’s subscription is either missing or invalid. This could be due to several reasons, such as the customer’s card expiring, the card being removed from the Braintree vault, or a problem with the tokenization process.

    To resolve this issue, you can try the following steps:

    1. Confirm if the customer’s card is still active and has not expired.
    2. Check if the card is still stored in the Braintree vault. You can log into your Braintree account, locate the customer’s information, and check their stored payment methods.
    3. If the card information is correct and it’s still in the vault, the issue might be with the tokenization process. You may need to update the plugin to the latest version.

    Further information can be found here: https://woocommerce.com/document/woocommerce-gateway-paypal-powered-by-braintree/#why-dont-my-subscriptions-display-inside-the-braintree-control-panel

    I hope this helps! If you continue to experience issues, please don’t hesitate to get back to us again.

    Thread Starter Carl M.

    (@ccmanz)

    2 years, 7 months ago

    Hi @shameem

    Thanks for responding back. Appreciate it.

    I can confirm that the card is still active and not expired and is present in Braintree vault, and customer is still using the same payment method in their account in our site.

    So it seems to be an issue with the tokenization process? how do we resolve that?

    To confirm, how many characters is set for the payment token? 8 characters of 15?

    Saif

    (@babylon1999)

    2 years, 7 months ago

    Hello @ccmanz,

    Just to confirm, are you using the Woo Subscriptions extension?

    Please open a new ticket for this from WooCommerce.com > My Profile > Support, as premium extension support is managed through email.

    Make sure to include a link to this conversation so we can understand what has already been tried, and contact us using the same account you used to purchase the extension.

    Cheers!

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

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