Title: Unknown problem Last modified: March 31, 2023 --- # Unknown problem * Resolved [oscarlj](https://wordpress.org/support/users/oscarlj/) * (@oscarlj) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/) * Hi. I’m having a problem that I couldn’t describe in the title of the post. * When filling in the GiveWP form and selecting the payment method, if the user clicks on pay before the payment information window loads, it gives an error and it is impossible to make the payment. * ![](https://ibb.co/T1z7XQD) * This first image is before the information window loads. In that moment, if the user clicks on pay, it’s imposible to continue. * ![](https://ibb.co/fqfJrF4) * This second image is after the window information loads (in credit card payment, the information is empty). Now, the payments works corrrectly. * It also happens with bank transfer, you can try it. Before it loads the payment instructions, it will give an error. * Is there a way to hide the checkout button while the payment information window hasn’t loaded? * Thanks * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Funknown-problem-2%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 5 replies - 1 through 5 (of 5 total) * [stephanieliy](https://wordpress.org/support/users/stephanieliy/) * (@stephanieliy) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16615728) * Hi [@oscarlj](https://wordpress.org/support/users/oscarlj/), Glad you reached out, I’ll need a little more information to get started.First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and click the button to “Get System Report” and copy/paste that into your reply here.With a bit more context, I should be able to hop right in. Let me know if you have any questions in the meantime, I’m happy to help. * Thread Starter [oscarlj](https://wordpress.org/support/users/oscarlj/) * (@oscarlj) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16616166) * Hi [@stephanieliy](https://wordpress.org/support/users/stephanieliy/). * ```wp-block-code ### WordPress Environment ### Home URL: https://andaluceslevantaos.org Site URL: https://andaluceslevantaos.org WP Version: 6.1.1 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: es_ES Permalink Structure: /%postname%/ Show on Front: page Page on Front: Inicio (#5) Page for Posts: No establecida Table Prefix Length: a4cnjo0m_wp_ Table Prefix Length: 12 Table Prefix Status: Acceptable Admin AJAX: Accesible Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, leads ### Server Environment ### Hosting Provider: DBH: localhost:3306, SRV: andaluceslevantaos.org TLS Connection: Usos de conexión TLS 1.3 TLS Connection: Probably Okay Server Info: Apache PHP Version: 7.4.33 PHP Post Max Size: 64 MB PHP Time Limit: 300 PHP Max Input Vars: 1000 PHP Max Upload Size: 64 MB cURL Version: 7.64.0, OpenSSL/1.1.1n SUHOSIN Installed: – Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ gzip: ✔ GD Graphics Library: ✔ Multibyte String: ✔ Entrada remota: ✔ Get remoto: ✔ ### GiveWP Configuration ### GiveWP Version: 2.25.2 GiveWP Cache: Activado Database Updates: Todas las actualizaciones de la base completadas. Database Updates: Completadas todas las migraciones de la base de datos. Database Tables: ✔ a4cnjo0m_wp_give_donors✔ a4cnjo0m_wp_give_donormeta✔ a4cnjo0m_wp_give_comments✔ a4cnjo0m_wp_give_commentmeta✔ a4cnjo0m_wp_give_sessions✔ a4cnjo0m_wp_give_formmeta✔ a4cnjo0m_wp_give_sequential_ordering✔ a4cnjo0m_wp_give_donationmeta✔ a4cnjo0m_wp_give_revenue✔ a4cnjo0m_wp_give_migrations✔ a4cnjo0m_wp_give_log GiveWP Cache: Activado GiveWP Cache: ✔Nueva donación✔Recibo de donación✔Donation Processing Receipt✔Nueva donación offline✔Instrucciones de donación offline✔Registro de un nuevo usuario✔Información del registro del usuario✔Nota de donación✔Acceso por correo electrónico Upgraded From: 2.24.2 Test Mode: Desactivado Currency Code: EUR Currency Position: Antes Decimal Separator: , Thousands Separator: . Success Page: https://andaluceslevantaos.org/confirmacion-de-donacion/ Failure Page: https://andaluceslevantaos.org/donacion-fallida/ Donation History Page: https://andaluceslevantaos.org/escritorio-del-donante/ GiveWP Forms Slug: /donations/ Enabled Payment Gateways: Donación offline, Redsys Default Payment Gateway: Donación offline PayPal IPN Notifications: N/A Donor Email Access: Activado Stripe Webhook Notifications: N/A ### Active GiveWP Add-ons ### Give - Form Field Manager: ❌ Sin licencia – por GiveWP – 2.0.3 ### Other Active Plugins ### 301 Redirects: por WebFactory Ltd – 2.72 Akismet Anti-Spam: por Automattic – 5.0.2 All In One WP Security: por All In One WP Security & Firewall Team – 5.1.4 Classic Editor: por WordPress Contributors – 1.6.2 Classic Widgets: por WordPress Contributors – 0.3 Contact Form 7: por Takayuki Miyoshi – 5.7.3 Duplicate Page: por mndpsingh287 – 4.5.1 Duplicator Pro: por Snap Creek – 4.5.2 Envira Gallery: por Envira Gallery Team – 1.9.4.7 Envira Gallery - Albums Addon: por Envira Gallery Team – 1.7.8.6 Epic News Elements: por Jegtheme – 2.3.4 Forminator Pro: por WPMU DEV – 1.15.9 Green Popups (formerly Layered Popups): por Halfdata, Inc. – 7.32 Kiwi Social Share - Social Media Share Buttons & Icons: por WPKube – 2.1.6 Loco Translate: por Tim Whitlock – 2.6.3 Minimal Coming Soon & Maintenance Mode: por WebFactory Ltd – 2.36 One Click Demo Import: por PixFort – 2.6.2 Pasarela de pago Give para Redsýs (modulosdepago.es): por Mikel Martin (ZhenIt Software) – 2.6.0 pixfort Core: por pixfort – 2.1.0 PixFort Likes: por PixFort – 1.0.2 Revue: por Revue – 1.2.0 Simple Custom CSS and JS: por SilkyPress.com – 3.42 Site Kit by Google: por Google – 1.93.0 Slider Revolution: por ThemePunch – 6.5.9 WPBakery Page Builder: por Michael M - WPBakery.com – 6.7.0 WPForms: por WPForms – 1.7.1.2 WPForms PayPal Standard: por WPForms – 1.4.0 Yoast SEO: por Team Yoast – 20.1 ### Inactive Plugins ### ### Theme ### Name: Essentials Child Version: 1.0.2 Author URL: http://themeforest.net/user/pixfort Child Theme: Sí Parent Theme Name: Essentials Parent Theme Version: 2.1.0 Parent Theme Author URL: http://themeforest.net/user/pixfort ``` * I see that images doesn’t show. Here are the images: 1. [https://ibb.co/T1z7XQD](https://ibb.co/T1z7XQD) 2. [https://ibb.co/fqfJrF4](https://ibb.co/fqfJrF4) * Thanks * [stephanieliy](https://wordpress.org/support/users/stephanieliy/) * (@stephanieliy) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16622751) * Hi [@oscarlj](https://wordpress.org/support/users/oscarlj/), In your system information I see 2 payment gateways have been enabled:Offline DonationsRedsysIs the issue you are having with your Resys payment gateway?GiveWP doesn’t have an integration for Redsys, is this a payment gateway you custom coded?If this is a custom payment gateway, I won’t be able to provide support for that. Not because I don’t want to, but because GiveWP didn’t write the code, so I’m not able to support it like I can support GiveWP products. Let me know, I’m happy to help as much as I possibly can, but this might be something you need to reach out to a developer for. * Thread Starter [oscarlj](https://wordpress.org/support/users/oscarlj/) * (@oscarlj) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16622785) * Hi [@stephanieliy](https://wordpress.org/support/users/stephanieliy/). * The problem occurs with the two payment methods (redsys and bank transfer). The one from redsys is from a third-party module for card payment, but I implemented this a year ago, more or less, and it worked correctly. A couple of weeks ago my client notified me saying that it was not working correctly. * [stephanieliy](https://wordpress.org/support/users/stephanieliy/) * (@stephanieliy) * [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16626472) * Hi [@oscarlj](https://wordpress.org/support/users/oscarlj/), I’m not able to provide support for a 3rd party or custom built gateway. Your best bet will be reaching out to the person who implemented or built your gateway, or to a developer who might be able to do some digging.As for the bank transfer option, I ran a test donation on your site and it was processed with no issues. Here is the donation receipt: [https://imgur.com/UrQLLGo](https://imgur.com/UrQLLGo)Feel free to delete that test donation.I suspect the issue is with your Redsys payment gateway, and not the bank transfer gateway. I don’t see any errors, and the bank transfer option worked on my end. I’d recommend digging into the Redsys. I’ll go ahead and mark this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to give things a look. Have a great day! Viewing 5 replies - 1 through 5 (of 5 total) The topic ‘Unknown problem’ is closed to new replies. * ![](https://ps.w.org/give/assets/icon-256x256.jpg?rev=2873287) * [GiveWP - Donation Plugin and Fundraising Platform](https://wordpress.org/plugins/give/) * [Frequently Asked Questions](https://wordpress.org/plugins/give/#faq) * [Support Threads](https://wordpress.org/support/plugin/give/) * [Active Topics](https://wordpress.org/support/plugin/give/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/give/unresolved/) * [Reviews](https://wordpress.org/support/plugin/give/reviews/) * 5 replies * 2 participants * Last reply from: [stephanieliy](https://wordpress.org/support/users/stephanieliy/) * Last activity: [3 years, 2 months ago](https://wordpress.org/support/topic/unknown-problem-2/#post-16626472) * Status: resolved