femiyb
commented
2 years ago @sweberjlm
This is a known issue since our 1.9.2 release, with failures for purchases done via older web browsers.
This issue has been resolved with our 1.9.4 release. Please check and confirm if this error still occurs with the latest version (note that this was released two days ago). For further assistance, please get in touch with the support team. Thanks!
sweberjlm
khizar1556
Describe the Bug
We are using our website to also take orders over the phone by our Customer Service Reps (CSRs). These people are seeing problems with the payment. The site is normally reporting problems with messages like "We weren't able to add this card. Check all the details are correct and try again or try a different card." We are seeing messages in the admin site saying "Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed." There is no evidence of the payment being attempted in our PayPal Payflow Manager, so it doesn't appear that the payment attempt is even being sent to through the gateway.
The theory that I have - I'm a website developer myself - is that there is information in the user's session that is somehow interfering or confusing the PayPal payment plugin. Remember that these are CSRs who are placing multiple orders for different people throughout the day - this is not what I might consider to be a traditional usage.
Please note that I'm able to take the credit card information that fails on the website directly into the PayPal Payflow manager and process the payment through that interface without issue - so the idea that the card is bad is not a reasonable explanation. The problem is with the gateway - and I believe with the user session.
To Reproduce
No outside users are reporting this problem - just our inside CSRs. Place items into the cart and attempt to check out with valid information after doing the same process multiple time (with different information) over the cost of an hour.
Screenshots
Expected Behavior
We would expect the site to not store any information in the User Session that would interfere with the ability to place multiple orders. Once an order is successfully completed, the session should be wiped out.
Actual Behavior
CSRs are unable to take more than one or two orders before the site stops accepting payments.
Environment
Additional Details
System status
` ### WordPress Environment ### WordPress address (URL): https://redgranitecorrection.com Site address (URL): https://redgranitecorrection.com WC Version: 7.0.0 REST API Version: ✔ 7.0.0 WC Blocks Version: ✔ 8.5.1 Action Scheduler Version: ✔ 3.4.0 Log Directory Writable: ✔ WP Version: 6.0.2 WP Multisite: ✔ WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: en_US External object cache: – ### Server Environment ### Server Info: Apache PHP Version: 7.3.33 PHP Post Max Size: 516 MB PHP Time Limit: 30 PHP Max Input Vars: 1000 cURL Version: 7.85.0 OpenSSL/1.1.1q SUHOSIN Installed: – MySQL Version: 5.7.23-23 Max Upload Size: 1 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 7.0.0 WC Database Prefix: mm3_8_ Total Database Size: 16.61MB Database Data Size: 12.61MB Database Index Size: 4.00MB mm3_8_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB mm3_8_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB mm3_8_woocommerce_order_items: Data: 0.23MB + Index: 0.08MB + Engine InnoDB mm3_8_woocommerce_order_itemmeta: Data: 1.52MB + Index: 1.97MB + Engine InnoDB mm3_8_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB mm3_8_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB mm3_8_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB mm3_8_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_actionscheduler_actions: Data: 0.19MB + Index: 0.20MB + Engine InnoDB mm3_8_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_actionscheduler_logs: Data: 0.09MB + Index: 0.09MB + Engine InnoDB mm3_8_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_comments: Data: 0.05MB + Index: 0.09MB + Engine InnoDB mm3_8_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_options: Data: 8.02MB + Index: 0.14MB + Engine InnoDB mm3_8_postmeta: Data: 0.27MB + Index: 0.14MB + Engine InnoDB mm3_8_posts: Data: 0.16MB + Index: 0.06MB + Engine InnoDB mm3_8_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB mm3_8_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB mm3_8_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_wc_order_product_lookup: Data: 0.08MB + Index: 0.06MB + Engine InnoDB mm3_8_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB mm3_8_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_8_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB mm3_8_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB mm3_8_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_8_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_blogmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_blogs: Data: 0.02MB + Index: 0.03MB + Engine InnoDB mm3_registration_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_signups: Data: 0.02MB + Index: 0.06MB + Engine InnoDB mm3_site: Data: 0.02MB + Index: 0.02MB + Engine InnoDB mm3_sitemeta: Data: 0.06MB + Index: 0.03MB + Engine InnoDB mm3_usermeta: Data: 0.09MB + Index: 0.03MB + Engine InnoDB mm3_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB ### Post Type Counts ### attachment: 62 page: 4 post: 20 product: 48 product_variation: 7 rts_order_rule: 1 rts_payment_rule: 1 shop_order: 296 shop_order_refund: 6 wp_global_styles: 1 ### Security ### Secure connection (HTTPS): ✔ Hide errors from visitors: ✔ ### Active Plugins (11) ### WooCommerce: by Automattic – 7.0.0 Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.2 USPS Simple Shipping for Woocommerce: by dangoodman – 1.7.2 WooCommerce Payments: by Automattic – 4.8.1 WooCommerce Shipping & Tax: by WooCommerce – 1.26.3 NS Cloner - Site Copier: by Never Settle – 4.2.1 WP Crontrol: by John Blackbourn & crontributors – 1.14.0 WooCommerce Checkout Field Editor: by WooCommerce – 1.7.4 Order Restrictions for WooCommerce: by FantasticPlugins – 2.0 Really Simple SSL: by Really Simple Plugins – 5.3.5 WooCommerce PayPal Payments: by WooCommerce – 1.9.4 ### Inactive Plugins (7) ### Advatix FEP API Connection: by Advatix – 2.0 Bluehost: by Bluehost – 2.12.8 Bluehost Website Builder: by Newfold Digital – 1.0-2653 : 20220809_085420 Creative Mail by Constant Contact: by Constant Contact – 1.5.4 File Manager Advanced: by modalweb – 4.1.6 Jetpack: by Automattic – 11.4 UpdraftPlus - Backup/Restore: by UpdraftPlus.Com DavidAnderson – 1.22.23 ### Dropin Plugins (2) ### db-error.php: db-error.php maintenance.php: maintenance.php ### Must Use Plugins (2) ### Endurance Page Cache: by Mike Hansen – 2.2 SSO: by Garth Mortensen Mike Hansen – 0.4 ### Settings ### API Enabled: – Force SSL: – Currency: USD ($) Currency Position: left Thousand Separator: , Decimal Separator: . Number of Decimals: 2 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) subscription (subscription) variable (variable) variable subscription (variable-subscription) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: ✔ Enforce Approved Product Download Directories: ✔ ### WC Pages ### Shop base: #4 - / Cart: #5 - /cart/ Checkout: #6 - /checkout/ My account: ❌ Page ID is set but the page does not exist Terms and conditions: ❌ Page not set ### Theme ### Name: Storefront Version: 4.1.3 Author URL: https://woocommerce.com/ Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme WooCommerce Support: ✔ ### Templates ### Overrides: – ### Subscriptions ### WCS_DEBUG: ✔ No Subscriptions Mode: ✔ Live Subscriptions Live URL: https://redgranitecorrection.com Subscription Statuses: – WooCommerce Account Connected: ✔ Yes Active Product Key: ❌ No ### Store Setup ### Country / State: United States (US) — Wisconsin ### Payment Gateway Support ### PayPal: refunds ### WooCommerce PayPal Payments ### Onboarded: ✔ Shop country code: US WooCommerce currency supported: ✔ PayPal card processing available in country: ✔ Pay Later messaging available in country: ✔ Webhook status: ✔ Vault enabled: ✔ Logging enabled: ✔ Reference Transactions: – Used PayPal Checkout plugin: – Tracking enabled: ✔ ### Admin ### Enabled Features: activity-panels analytics coupons customer-effort-score-tracks experimental-products-task experimental-import-products-task experimental-fashion-sample-products experimental-product-tour shipping-smart-defaults shipping-setting-tour homescreen marketing multichannel-marketing mobile-app-banner navigation onboarding onboarding-tasks remote-inbox-notifications remote-free-extensions payment-gateway-suggestions shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page Disabled Features: minified-js new-product-management-experience settings Daily Cron: ✔ Next scheduled: 2022-10-13 18:28:12 -05:00 Options: ✔ Notes: 49 Onboarding: completed ### WooCommerce Payments ### Version: 4.8.1 Connected to WPCOM: No Blog ID: - Account ID: - ### Action Scheduler ### Complete: 979 Oldest: 2022-09-28 22:01:12 -0500 Newest: 2022-10-12 11:49:23 -0500 Pending: 1 Oldest: 2022-10-12 14:11:55 -0500 Newest: 2022-10-12 14:11:55 -0500 ### Status report information ### Generated at: 2022-10-12 14:07:28 -05:00