Hi there,
I understand Apple Pay shows an error that payment was not completed. To better understand what’s going on, could you share some information as below:
* Could you share your System Status Report, it would help us to understand your site setup a bit better. You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, paste it here in your reply.
* I’d like to take a look at your site’s logs. First, check to make sure that logs are enabled via WooCommerce > Settings > Payments > Stripe
To find the generated logs:
1. Go to WooCommerce > Status > Logs
2. In the top right corner, open the drop-down and select the Stripe log that you need, then click view to load it. Here’s what that looks like: https://d.pr/i/tCljQd . Please redact any sensitive information of your customers if needed.
3. Copy/paste the relevant part of the log into your response so we can take a look.
Let us know how it goes. We’re here to help further.
Thread Starter
andreu
(@andreu)
Hi,
1. System Status Report: https://pastebin.com/2pP2jG4s
2. When I try to make a payment with Apple pay, in Orders page my order trial does not appear. In the log, I only find this: https://pastebin.com/jgP7q7DM
I also send you a part of the log from today https://pastebin.com/vekCpKHP of the purchases we’re receiving with credit card via Stripe.
Thanks
Hi again @andreu – I’ve had a search for the specific error you received, and it may indicate that the payment method/card selected in your Apple Wallet is outdated. Can you please make sure that the card is available to make payments in general?
Thread Starter
andreu
(@andreu)
Hi,
I’m using the card in the wallet very often without troubles. Also my client tried the Apple Pay option and she was receiving the same error.
What else can we try?
Thanks
Hi @andreu
Thank you for sharing the stripe log and the screenshot. I am not seeing anything noteworthy in the log, nor error messages. The next step is to carry out a full conflict test.
The best way to determine if the issue is being caused by a theme and/or plugin is to temporarily switch your theme to Storefront (https://woocommerce.com/storefront/?aff=10486&cid=1131038) and disable all plugins except for WooCommerce and Stripe. Finally, test to see if the issue is resolved by trying to place a test order using Apple Pay.
To figure out which plugin is causing the problem, continue to the next step – reactivate your other plugins one by one, testing after each, until you find the one causing conflict.
Here’s a more extensive explanation in our docs: https://docs.woocommerce.com/document/how-to-test-for-conflicts/
—–
Tools to help you troubleshoot:
Meks Quick Plugin Disabler is a plugin you can install which will remember what plugins you currently have active so it’s easy to switch them back on. Link: https://wordpress.org/plugins/meks-quick-plugin-disabler/
You can clone your site to a staging environment and perform tests 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. Link: https://wordpress.org/plugins/wp-staging/
Let us know how it goes.`
Thread Starter
andreu
(@andreu)
Hi,
I’ve tried this in our staging environment with Storefront and only WooCommerce and Stripe plugins enabled and the error persists.
I’m not sure what’s wrong with this.
I’ve tried to enable the log errors registration in stripe plugin and I only see this test error file created at the time I tried to make the payment https://snipboard.io/3A59NP.jpg.
Any ideas?
Thanks
Thread Starter
andreu
(@andreu)
Hi again,
I discovered that in my case, the problem was that in the invoice address from my credit card I have not set the province and this was causing the issue. The strange thing is that I have not seen any error message about this, neither in the log.
After this, I could make a purchase with Storefront and only Woo + Stripe and I discovered that the plugin that is causing me troubles is this one https://es.wordpress.org/plugins/woo-checkout-field-editor-pro/. I’m not sure what can we do to fix this, should I contact the plugin developer?
Best,
Hello @andreu
Thanks for your message! And glad to know the problem is resolved.
After this, I could make a purchase with Storefront and only Woo + Stripe and I discovered that the plugin that is causing me troubles is this one https://es.wordpress.org/plugins/woo-checkout-field-editor-pro/. I’m not sure what can we do to fix this, should I contact the plugin developer?
Yes, that will be the next best step here. I see this plugin has been developed by ThemeHigh, you may reach out to them through the Forum or access their Help Center [here](https://help.themehigh.com/hc/en-us?_gl=1*1h6tvwp*_ga*MTQwNjA3NDY1MS4xNjM0NzU0NzQ4*_ga_MB9R5ZJ0XF*MTYzNDc1NDc0Ny4xLjAuMTYzNDc1NDc0Ny4w).
Most likely something in the plugin settings is conflicting with Stripe+ Apple Pay.
I will mark this thread as resolved now, but if you have any other questions please let us know.
