Woocommerce payments configuration broken

  • Resolved geodeath

    (@geodeath)


    1 year ago

    Hi all,

    I am the developer of this website that i am developing for a friend.

    Initially, during local development (not live on the server) i thought of setting up woocommerce payments. Everything seemed to go well, to the point where after migrating, i managed to get an order through just fine, first try.

    Problem is, that account was a test account. Since then i have been trying to connect the real account we plan to use for woocommerce payments, but it seems my website is ‘stuck’ on the old one. When i go to woocommerce -> payments -> manage for woocommerce payments, it does not update my email and support phone when i am trying to. I am getting an ‘error saving settings’. Same page also shows an error all the time of ‘There was an error retrieving your fraud protection settings. Please refresh the page to try again’. This never fixes itself no matter what i do.

    Next, although my proper account is linked in woocommerce -> extensions -> subscription, when i go to payments (just payments, on the admin menu on the left), i am getting this:

    https://prnt.sc/KU0I5bu_y1MC

    I think something happened with that payment that deemed the previous account ‘under review’ (probably missing some details) and even after switching to a new account, it still does not work.

    I removed and installed the plugins multiple times. I confirmed i can login to wordpress.com and woocommerce.com just fine with this account and everything seems to be in order.

    I even managed to go through the ‘initial’ setup of the plugin after removing/reinstalling, but these 2 pages above will not update and the payments page will not let me fill the new information again.

    It seems its stuck at the previous account still.

    Any ideas?

    Can provide logs/access/screenshots, whatever you will need, i am just out of ideas after hours of trying to fix this. Even cleared the woocommerce payments plugin cache from the tools to no avail.

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

Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter geodeath

    (@geodeath)

    1 year ago

    Oh and clicking on ‘edit details’ link in the page in the screenshot above just returns to the same page with ‘There was a problem redirecting you to the account dashboard. Please try again.’. Probably because its still referencing the other account, which we have since deleted?

    LovingBro (woo-hc)

    (@lovingbro)

    1 year ago

    Hi @geodeath,

    Welcome to the WooPayments forum, and thanks for sharing such a detailed message. I understand how frustrating it must be to feel stuck in this configuration loop, especially after everything worked initially during development. It sounds like you’ve done all the right things on your end, including reinstalling the plugin, clearing cache, and checking logins across WordPress.com and WooCommerce.com. Your persistence is appreciated.

    Since this involves a WooPayments account that may be stuck in review or incorrectly linked, we’ll need our Payments team to take a closer look at your account setup directly.

    Please head over to https://woocommerce.com/my-account/create-a-ticket/ and open a support ticket with us. Make sure you’re logged into the WooCommerce.com account that’s associated with the correct WooPayments account you’re trying to connect. In the ticket, feel free to include a summary of what you’ve shared here, along with any relevant screenshots or logs.

    This will allow us to securely review the connection status and help get your setup unstuck.

    Looking forward to having this sorted out for you soon!

    Thread Starter geodeath

    (@geodeath)

    1 year ago

    Hi again,

    I did ask for support from woopayments and they have fixed an error in the first account we used to setup the store (info@3pla***.com) and i can login to both this account and also to our new one (Symbol1987@h****.com), however i can still not get woopayments to get out of the stuck situation.

    I am presenting here screenshots of all affected areas. List of issues:
    1. I cannot save phone and email details in Woocommerce->settings->payment->’Accept payments with Woo’ -> manage. Another error sits below (error retrieving fraud protection settings). When i try to populate the support email and phone, i get an ‘error saving settings’ toast at the bottom left.

    screenshots:

    https://prnt.sc/08Nw8CeWQkmP
    https://prnt.sc/I1rZRmZnlOB_

    2. top level dashboard menu -> payments, looks like this screenshot, does not let me change settings, set bank accounts etc. As i mentioned in my first message in this thread, i was able to setup woo payments just fine in this page after installing it from the woocommerce payments page, but due to something out of my knowledge its stuck at this status still, even after having access to both accounts now. Clicking on ‘edit details’ takes me back to the same page, no difference at all.

    screenshot:
    https://prnt.sc/ZuqV3RLA2QYk

    As i mentioned before, i trying uninstalling woopayments, clearing the cache, installing again, nothing will work. I managed to install and connect to the new account (Symbol1987@h**) as you can see here, which is the ONLY of the 2 accounts that is linked to this store:

    Here you can see it in woocommerce->extensions->subscriptions:

    https://prnt.sc/Rd_4Vu6b2QIA

    I have no idea what i can do to completely reset the woopayments plugin and get it to get unstuck from this weird status. Can you investigate please what the problem is and give me something that i can debug or try doing? I am happy to jump on a call with anyone if needed or supply login details or anything else (configuration of server, configs, logs, whatnot), this site is live and i cannot accept credit card/debit card payments because of this and i do not know what else i can do.

    Thanks

    Thread Starter geodeath

    (@geodeath)

    1 year ago

    Hi again, sorry to be a bother, but can anyone help?

    Moses M. (woo-hc)

    (@mosesmedh)

    1 year ago

    Hi @geodeath,

    Thank you for the thorough explanation and for sharing the screenshot. I completely understand how frustrating and overwhelming this situation must be, and your concerns are absolutely valid.

    From what I can see in the screenshot, it still looks like there’s a limitation on your WooPayments account—one of the images clearly shows that payments are disabled and payouts are temporarily suspended. Unfortunately, this is not something that can be resolved through the public forum.

    As @lovingbro suggested, the best next step is to open a support ticket at woocommerce.com. This will allow the appropriate team to look into your account specifics and assist you directly.

    Plugin Support Ryan Ray

    (@ryanr14)

    12 months ago

    Hi all,

    I just wanted to come through and note that we’d solved this WooPayments account issue over in chat on WooCommerce.com. The account has been fixed and enabled now. 🙂

Viewing 6 replies - 1 through 6 (of 6 total)

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