Credit card payment issue

  • Resolved lucalotto

    (@lucalotto)


    1 day, 12 hours ago

    I installed this plugin on my website, which is running the latest version of WooCommerce 10.5.3.

    While testing it, I noticed that PayPal payments work without any issues. However, payments made by credit card always end with an error message for some reason. This is happening to all my customers who tried.

    At first everything seems to work correctly. I even receive the purchase confirmation request through my banking app, but at the very end of the process I get the attached error message.

    What should I do?

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 day, 12 hours ago

    Hello @lucalotto

    Thank you for sharing the details.

    To properly identify the root cause, we will need to review the plugin logs. Please follow these steps:

    1. Go to WooCommerce → Settings → Payments → PayPal and scroll down to the Troubleshooting section.
    2. Enable the Logging option and click Save changes.

    Please note: if logging was not previously enabled, there will be no logs for earlier failed attempts. You will need to reproduce the issue again after enabling logging.

    Once reproduced:

    1. Go to WooCommerce → Status → Logs.
    2. In the dropdown, select the latest log file starting with woocommerce-paypal-payments and matching the date of the failed attempt.
    3. Copy the log contents and upload them to PrivateBin.
    4. Send us the PrivateBin link so we can analyze the logs in detail.
    5. Please also include a screenshot of the order in question, which will help you locate the order ID in the files.

    Once we have the log file, we will be able to confirm the cause and provide you with the next steps.

    If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. You can open a ticket with our service desk. Here’s how you can request support: Request Support.

    Please make sure to include the URL of this thread in your ticket for reference.

    Kind Regards,
    Krystian

    Thread Starter lucalotto

    (@lucalotto)

    1 day, 11 hours ago

    Ok, it worked. Just to tell you a potential UX issue, in “settings > Disable specific credit cards”, this field was automatically populated with “visa” and “mastercard”, and this was why it didn’t worked. I would expect to have this field empty by default.

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 day, 11 hours ago

    Hello @lucalotto

    Glad to hear that it worked.

    Regarding the UX concern, the field is actually empty by default on a fresh configuration. What most likely happened here is that the values were migrated from the old UI/settings. If the legacy configuration had:

    disable_cards = ['visa', 'mastercard']

    saved previously (or if those values had been persisted at some point), the migration process would carry them over verbatim into the new settings interface. So in this case, the field was likely populated from older stored configuration rather than being prefilled by default in the new UI itself.

    Kind Regards,
    Krystian

    Thread Starter lucalotto

    (@lucalotto)

    1 day, 11 hours ago

    Ok Krystian, thanks, I appreciated your detailed explanation!

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 day, 9 hours ago

    Hello @lucalotto

    No worries!

    If this helped and you’re happy with the support, feel free to leave a quick review on WordPress. It means a lot to us and shows that we are needed as support.

    Kind regards,
    Krystian

Viewing 5 replies - 1 through 5 (of 5 total)

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