Hello @paula-finch,
Thanks for contacting us. I’m happy to help you.
The issue you’ve outlined, where customers are asked to re-enter their credit card information or CVC code, certainly sounds frustrating and is not the typical behavior we’d expect.
To better assist you with troubleshooting this problem, could you please provide some additional information:
- When did you first notice this issue starting to occur?
- Were there any recent updates or changes made to your site just before this issue was observed?
- Does this happen with all products and transactions, or have you noticed it occurring with specific ones?
Understanding when and how this phenomenon began will help us to identify whether it could be related to a recent update or change.
In the meantime, I’d like to understand your site properly.
Can you please share the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support so we can take a look? You can paste it via https://gist.github.com/ and send the link here.
Looking forward to your reply.
Hi, thanks for getting back to me. I asked the lady in charge of taking orders and this is her response below. I took over working on the website in late Dec of 2023. It was a mess.
“I believe there may have been one out of all of the order entries where this wasn’t an issue, this is occurring with both wholesale accounts and retail accounts. I know when David (the old developer) attempted some updates many areas of the site were compromised but it seems the issues started around when we began working on adding the wholesale side that the problems started showing up.”
Here is a link to the status report: https://github.com/pfinch2/Status.git
Hey, @paula-finch!
Thank you for the information!
I was not able to check the report, gave a page not found error.
I believe you are going to need to run a conflict test, but I’d like to take a look at the report before suggesting that, so can you please share it again? 🙂
Looking forward to your reply.
Have a wonderful day!
Hi @paula-finch
I tried replicating the issue on my testing website, but everything works correctly. I also tried to reproduce the problem on your website, but it wouldn’t load on my end, only showing a white screen. Could you possibly share a link to your site that’s available for public access? This way, we can test and investigate the problem further.
Moreover, you have several plugins activated and are using a customized theme based on Divi. It would be incredibly helpful if you could set up a staging site and conduct a conflict test.
Additionally, head over to WooCommerce → Status → Tools, and do the following:
- WooCommerce transients – Clear
- Expired transients – Clear
- Clear template cache – Clear
- Capabilities – Reset Capabilities
- Clear customer sessions -Clear
- Product lookup tables – Regenerate
- Regenerate the product attributes lookup table – Regenerate
Next, please clear your browser cache and then test again.
I hope that helps! Let me know once you have done a conflict test!
Hi Shameem,
The site is now back up. There was an issue with GoDaddy’s DNS. I am working through the suggestions you gave. Thank you. I’ll let you know of my progress.
Hi @paula-finch
We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!
If you have further questions, please feel free to open a new topic.
Thanks!
Yes, the suggestions that you gave me resolved the issues. Thank you!
Hello Paula Finch
Thank you for your reply.
I am glad to know that you were able to resolve the issue. 🙂
If you feel that our plugin has been beneficial to your business, we would be truly grateful if you could take a few moments to leave a review.
Your feedback not only supports our continuous improvement but also helps others make informed decisions about using Braintree for WooCommerce Payment Gateway.
Best regards.
