Apple Pay, Only working for some users.
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OK so I been debugging this myself but im hitting a wall here.
So this client recently enabled the apple / google pay options and as you can see on any page in the shop these show fine.
However the client and members of there staff in different locations are all replicating the issue where when they try to pay using Apple Pay it wont work for them.
The last issue they had was different users were getting an invalid address error on the product page using apple pay, I used the same address with my own account at home and it worked fine I didn’t get that error.
They have also got just “payment failed” errors as well.
What can I do to debug this issue? Are there any specific logs around Apple Pay that I can look into to see what the actual reason for failure was?
I didn’t see anything in the stripe log because the payment never actually happens for them.
Personally every single time I have tested to try and replicate this on my mac mini or iphone I haven’t been able to.
Basically I need to find some way of debugging the payment failures they see but I can’t replicate.
https://prnt.sc/NcQ_J-D4VqXA – again as I said I tried this same address and it was fine but this was all they got.
Appreciate any help here.The page I need help with: [log in to see the link]
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Hi @gsc89
Thanks for reaching out!
I understand that you’re experiencing issues with Apple Pay not working for your client and their staff, while it works fine for you. Furthermore, you are unable to replicate the issue on your end too.
You can check the WooCommerce logs for any errors related to Apple Pay under WooCommerce > Status > Logs.
If no logs are found, please Enable Logging under WooCommerce > Settings > Payments > Stripe. Then, please ask one of your customers who face the same issue to try once again and see for the error logs that will be generated afterwards.
Furthermore, I’d like to understand your site properly. Please share your System Status Report that you can find via
WooCommerce > Status. SelectGet system reportand thenCopy for support. Once you’ve done that, you can paste it into your reply here.This has always been turned on:
https://prnt.sc/RQxVvYxfnm8A
Is this the logs that “should” have something in them if apple pay fails?
https://prnt.sc/s7l6Hlzdq0nV
Because I have never seen anything in them related to apple pay around the test times which failed, should there be?
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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: – Order datastore: WC_Order_Data_Store_CPT WC Pages Shop base: #765 - /shop/ Cart: #766 - /shop/basket/ Checkout: #767 - /checkout/ My account: #768 - /shop/my-account/ Terms and conditions: #21 - /terms-and-conditions/ Theme Name: g5 modules Version: 0.8.0 Author URL: http://www.holgerkoenemann.de 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 Archive Template: Your theme has a woocommerce.php file you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues. Overrides: default-theme/woocommerce/cart/cart-empty.php default-theme/woocommerce/cart/cart.php default-theme/woocommerce/cart/mini-cart.php default-theme/woocommerce/cart/proceed-to-checkout-button.php default-theme/woocommerce/checkout/form-checkout.php default-theme/woocommerce/checkout/form-login.php default-theme/woocommerce/checkout/form-pay.php default-theme/woocommerce/checkout/payment.php default-theme/woocommerce/content-product.php default-theme/woocommerce/global/form-login.php default-theme/woocommerce/global/quantity-input.php default-theme/woocommerce/global/wrapper-end.php default-theme/woocommerce/global/wrapper-start.php default-theme/woocommerce/loop/add-to-cart.php default-theme/woocommerce/loop/loop-end.php default-theme/woocommerce/loop/loop-start.php default-theme/woocommerce/loop/orderby.php default-theme/woocommerce/myaccount/downloads.php default-theme/woocommerce/myaccount/form-edit-account.php default-theme/woocommerce/myaccount/form-edit-address.php default-theme/woocommerce/myaccount/form-login.php default-theme/woocommerce/myaccount/form-lost-password.php default-theme/woocommerce/myaccount/form-reset-password.php default-theme/woocommerce/myaccount/my-account.php default-theme/woocommerce/myaccount/my-address.php default-theme/woocommerce/myaccount/my-orders.php default-theme/woocommerce/myaccount/navigation.php default-theme/woocommerce/myaccount/orders.php default-theme/woocommerce/notices/success.php default-theme/woocommerce/product-searchform.php default-theme/woocommerce/single-product/add-to-cart/external.php default-theme/woocommerce/single-product/add-to-cart/grouped.php default-theme/woocommerce/single-product/add-to-cart/simple.php default-theme/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php default-theme/woocommerce/single-product/product-thumbnails.php default-theme/woocommerce/single-product/rating.php default-theme/woocommerce/single-product/review-rating.php default-theme/woocommerce/single-product/short-description.php default-theme/woocommerce/content-product_cat.php Templates thumbnail: medium: medium_large: large: 1536x1536: 2048x2048: grid-square: grid-rec: hero_full: hero_full_no_caption: hero_full_no_caption_small: quote-square: feature-large: feature-small: gallery-large: gallery-thumbs: profile-image: gallery-medium: post-image-large: programme-popup: feature-product-large: feature-product-small: woocommerce_thumbnail: woocommerce_single: woocommerce_gallery_thumbnail: Subscriptions WCS_DEBUG: ✔ No Subscriptions Mode: ✔ Live Subscriptions Live URL: https://www.savetherhino.org/wp Subscription Statuses: wc-active: 607 wc-expired: 239 wc-pending-cancel: 5 wc-on-hold: 35 wc-cancelled: 790 WooCommerce Account Connected: ✔ Yes Active Product Key: ❌ No Report Cache Enabled: ❌ No Cache Update Failures: ❌ 3 failure Store Setup Country / State: United Kingdom (UK) Subscriptions by Payment Gateway other: wc-cancelled: 1 Stripe: wc-active: 597 wc-cancelled: 779 wc-expired: 239 wc-on-hold: 34 wc-pending-cancel: 5 Payment Gateway Support Stripe: products refunds tokenization add_payment_method subscriptions subscription_cancellation subscription_suspension subscription_reactivation subscription_amount_changes subscription_date_changes subscription_payment_method_change subscription_payment_method_change_customer subscription_payment_method_change_admin multiple_subscriptions Admin Enabled Features: activity-panels analytics coupons customer-effort-score-tracks experimental-products-task experimental-import-products-task experimental-fashion-sample-products 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: 2023-05-31 16:27:58 +01:00 Options: ✔ Notes: 123 Onboarding: completed Action Scheduler Complete: 3,260 Oldest: 2023-04-30 10:35:10 +0100 Newest: 2023-05-31 10:13:02 +0100 Failed: 108 Oldest: 2018-09-10 10:24:07 +0100 Newest: 2023-03-01 11:14:02 +0000 Pending: 617 Oldest: 2023-05-31 10:35:05 +0100 Newest: 2024-05-29 00:29:05 +0100 Status report information Generated at: 2023-05-31 10:37:53 +01:00 `Hello @gsc89,
The answer probably lies within the logs here, you can find a date next to each log file, please select a date when a customer or one of your team members was able to replicate the issue then copy-paste everything to a text-sharing service like Gist. Make sure to remove any customer-sensitive information before sharing the link.
Also, here are a few other suggestions that can help:- Your server doesn’t have SoapClient installed which multiple payment gateways rely on to work properly so please ask your host to install it for you.
- You’re also using a very outdated version of both WooCommerce and Stripe so please try to update both to the latest version as we can only support the last two releases.
You can check this guide on how to update WooCommerce safely: https://woocommerce.com/document/how-to-update-woocommerce/
Look forward to hearing back from you.Right I have asked the devops team to enable to SOAP extension for WP.
But you realise this will not change anything if you read my first post?
Payments in general are all working fine, they are and have been going through for all users when using stripe card payments or google pay and even when I personally test apple pay there is no issue only a very small number of users report apple pay issues.
Also as I said in the first message nothing is appearing in the logs, the entire point of this ticket is to try and find more information on apple pay specifically and was there “somewhere else” that has logs for failures on that specific part of the stripe payment gateway because nothing is showing up in all the normal log places.
I will get the plugins and WP updated this will take several days as the client will need to test and approve those in a staging enviroment as well as checking all template overrides etc, I am dubious this will change anything as this has been a problem since it activated months ago and it was fully up to date at that time so unless specific fixes have been implemented for apple pay which are not listed in the change log:
https://raw.githubusercontent.com/woocommerce/woocommerce-gateway-stripe/trunk/changelog.txt
Which I already looked at then I don’t think this will resolve the issue.
If I am being honest and as someone who also works in support your response feels like a how fast can I respond instead of actually taking any time to read and understand the issue I explained.Hi @gsc89
Thank you for providing further information about your issue here.
Payments in general are all working fine, they are and have been going through for all users when using stripe card payments or google pay and even when I personally test apple pay there is no issue only a very small number of users report apple pay issues.
Also as I said in the first message nothing is appearing in the logs, the entire point of this ticket is to try and find more information on apple pay specifically and was there “somewhere else” that has logs for failures on that specific part of the stripe payment gateway because nothing is showing up in all the normal log places.
I understand you here that the issue arises on some customers only and you weren’t also able to replicate this on your end.
If possible, can you please gather further information from these customers so that we could investigate the issue further?
- Try to ask the step-by-step procedures they did for us to replicate this on our end.
- Try to ask what Apple devices and versions they are using when trying to make a purchase.
- If a screenshot is necessary, please ask as well. This is important if they receive any error messages on their end.
I will get the plugins and WP updated this will take several days as the client will need to test and approve those in a staging enviroment as well as checking all template overrides etc, I am dubious this will change anything as this has been a problem since it activated months ago and it was fully up to date at that time so unless specific fixes have been implemented for apple pay which are not listed in the change log:
Sounds like a plan! I’d recommend cloning your site to a staging environment without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.
Once we have more information, we’ll be able to assist you more effectively.
Hi,
We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.
Best.
The topic ‘Apple Pay, Only working for some users.’ is closed to new replies.
