ryanskyverge

Thanks @presson2022 yeah that release resolves the fatal errors. Once again, I’m very sorry for the disruption here. We’ll be looking into the root cause to prevent this moving forward.

I’ll mark this thread as “resolved”.

@seanconklin @eric4 @presson2022
Thanks for letting us know about this issue. Yes, as @presson2022 has mentioned v1.4.1 has been released and resolves the error.

I’m very sorry for the disruption this had on your business. We are doing a root cause investigation to ensure we have the necessary checks in place to ensure this doesn’t repeat.

I’ll mark this thread as resolved, but don’t hesitate to let us know if anything else comes up.

Hi @mackm

We haven’t heard back from you in a while. I’m going to close this thread, but please let us know if you are still experiencing this issue. We’ll be happy to help.

All the best,
Ryan

Hey @awais2362 thanks for giving that a try. I ran a quick test on your checkout and noticed that it’s throwing an “Access token is not a valid token. Token might have expired” error.

This indicates a problem with the Application ID and Private Key values. Regenerate a new API key using the following steps?

1. Login to your GoDaddy Payments dashboard and go to Advanced Tools > Business Settings > Contact Info > Poynt Collect API Settings.
2. Generate a new Private Key
2. Copy your Application ID and Private Key in the Poynt Collect API Settings section.
3. In your WooCommerce store, go to WooCommerce > Settings > Payments > Credit Card and paste these credentials in the Application ID and Private Key fields.
Click Save Changes.

Please note, do not share these values in your forum replies. They should be kept confidential

Can you try updating those values and let me know if you are able to place an order once the new values are in place?

Cheers,
Ryan

I’m going to mark this one as resolved, but please don’t hesitate to get back in touch periodically for an update on the progress for this feature.

Hey @awais2362

Sorry for the delayed reply here. Does the page refresh issue happen immediately when you have landed on the page? Or once the “place order” button is clicked.

Based on they symptoms described it sounds as though there may be a JavaScript conflict on the checkout page. Did you have a chance to confirm if the issue persists with only WooCommerce active and a default theme enabled?

Thanks,
Ryan

Hey @sassons

I’m very sorry to hear that payments are not processing properly on your site at this critical time for your business! I’ll be happy to help get you back up and running with payments as fast as possible.

I’m also very sorry for the frustrations with the lack of proper escalation path to get help on this issue. I have raised this issue with our team so that we can do a better job of directing requests to the proper channels moving forward.

Would it be possible to share the URL of the site where the error is occurring so that I can check the front end of the site for errors that might be contributing to the issue?

Also, can you go to WooCommerce > Settings > Payments > Credit Card in your WordPress admin and set Debug Mode to “Save to log” so that your site will log more details as to the communication with Poynt here?

Ryan

Hey @nishant5068,

Thanks for getting in touch! I’m sorry for the issues with payment processing. I’ll be happy to help.

Is the error appearing for every order or only intermittently?

So that we have more details on what’s happening with the Poynt connection, can you go to WooCommerce > Settings > Payments, select the gateway, and change the Debug Mode setting to “Save to Log”?