Hi there!
For further troubleshooting, please get back to us with:
1. System Status Report:
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 response.
2. A screenshot of Square settings (WooCommerce > Settings > Square > Settings)
If you don’t already have a screenshot service installed, you can try https://snipboard.io or http://skitch.com/.
You can share the direct link to the image as a response to this topic.
3. Square Logs:
There’s a built-in logging system enabled in the Square extension that could help you determine the cause of this behavior. If you haven’t enabled this already, you can enable this in (WooCommerce > Settings > Payments > Square) :
Link to image: https://d.pr/i/GX6qLH
Once enabled, this logs the transactions and errors in **WooCommerce > Status > Logs >** Search for Square credit logs in the drop-down at the top-right section and click on view button. Please copy the logs you’re seeing and paste them as a response to this topic.
This will help us track where the problem lies. Note that we will only be able to view logs for actions performed after logging has been enabled. So we wouldn’t be able to track behavior via log if that occurred before enabling logs for the same.
[Please redact any private details, including address, name, email address, transaction details, API Keys, Passwords, etc]`
Hi Aashik,
Thanks for your response, please see below:
1.
### WordPress Environment ###
WordPress address (URL): https://vaseandbloom.co.uk
Site address (URL): https://vaseandbloom.co.uk
WC Version: 5.0.0
REST API Version: ✔ 5.0.0
WC Blocks Version: ✔ 4.0.0
Action Scheduler Version: ✔ 3.1.6
WC Admin Version: ✔ 1.9.0
Log Directory Writable: ✔
WP Version: 5.6.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_GB
External object cache: –
### Server Environment ###
Server Info: Apache
PHP Version: 7.3.27
PHP Post Max Size: 516 MB
PHP Time Limit: 300
PHP Max Input Vars: 1000
cURL Version: 7.75.0
OpenSSL/1.1.1j
SUHOSIN Installed: –
MySQL Version: 5.7.23-23
Max Upload Size: 512 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔
### Database ###
WC Database Version: 5.0.0
WC Database Prefix: V6A_
Total Database Size: 50.76MB
Database Data Size: 40.31MB
Database Index Size: 10.45MB
V6A_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
V6A_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
V6A_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_woocommerce_order_itemmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
V6A_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_actionscheduler_actions: Data: 1.52MB + Index: 0.84MB + Engine InnoDB
staging_V6A_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_actionscheduler_logs: Data: 1.52MB + Index: 0.55MB + Engine InnoDB
staging_V6A_cartflows_ca_cart_abandonment: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_cartflows_ca_email_history: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_ce4wp_abandoned_checkout: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_cmplz_cookiebanners: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_cmplz_cookies: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_cmplz_services: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
staging_V6A_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_mailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_options: Data: 7.47MB + Index: 0.13MB + Engine InnoDB
staging_V6A_postmeta: Data: 2.52MB + Index: 0.19MB + Engine InnoDB
staging_V6A_posts: Data: 1.16MB + Index: 0.06MB + Engine InnoDB
staging_V6A_psninja_amdd: Data: 3.30MB + Index: 1.32MB + Engine MyISAM
staging_V6A_psninja_amdd_cache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
staging_V6A_psninja_urls: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_usermeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
staging_V6A_wccs_conditions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_wccs_condition_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
staging_V6A_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
staging_V6A_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
staging_V6A_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_wdp_orders: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
staging_V6A_wdp_order_items: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
staging_V6A_wdp_rules: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
staging_V6A_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_woocommerce_order_itemmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_V6A_woocommerce_sessions: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
staging_V6A_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_woocommerce_square_customers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_V6A_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
staging_V6A_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_V6A_wpforms_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_actionscheduler_actions: Data: 3.52MB + Index: 1.05MB + Engine InnoDB
V6A_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_actionscheduler_logs: Data: 1.50MB + Index: 1.88MB + Engine InnoDB
V6A_cartflows_ca_cart_abandonment: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_cartflows_ca_email_history: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_ce4wp_abandoned_checkout: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_cmplz_cookiebanners: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_cmplz_cookies: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_cmplz_services: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
V6A_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_mailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_options: Data: 8.03MB + Index: 0.13MB + Engine InnoDB
V6A_postmeta: Data: 3.02MB + Index: 0.16MB + Engine InnoDB
V6A_posts: Data: 1.11MB + Index: 0.06MB + Engine InnoDB
V6A_psninja_amdd: Data: 3.30MB + Index: 1.32MB + Engine MyISAM
V6A_psninja_amdd_cache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
V6A_psninja_urls: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
V6A_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_usermeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
V6A_wccs_conditions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_wccs_condition_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
V6A_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
V6A_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
V6A_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
V6A_wdp_orders: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
V6A_wdp_order_items: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
V6A_wdp_rules: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
V6A_woocommerce_square_customers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
V6A_wpforms_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
### Post Type Counts ###
attachment: 29
awdp_pt_products: 2
awdp_pt_rules: 4
cartflows_flow: 1
cartflows_step: 2
custom_css: 7
elementor_library: 19
elementor-hf: 1
nav_menu_item: 2
page: 7
post: 1
product: 14
revision: 91
shop_coupon: 2
shop_order: 9
wp_block: 4
### Security ###
Secure connection (HTTPS): ✔
Hide errors from visitors: ✔
### Active Plugins (15) ###
Advanced Dynamic Pricing for WooCommerce: by AlgolPlus – 3.1.5
Autoptimize: by Frank Goossens (futtta) – 2.8.1
Cloudflare: by Cloudflare
Inc. – 4.2.0
Complianz | GDPR/CCPA Cookie Consent: by Really Simple Plugins – 4.9.8
Elementor Pro: by Elementor.com – 3.1.1
Elementor: by Elementor.com – 3.1.2
Facebook for WooCommerce: by Facebook – 2.3.2
Site Kit by Google: by Google – 1.27.0
Jetpack by WordPress.com: by Automattic – 9.5
Mailchimp for WooCommerce: by Mailchimp – 2.5.0
Order Delivery Date for WooCommerce (Lite version): by Tyche Softwares – 3.11.9
PageSpeed Ninja: by PageSpeed Ninja – 0.9.43
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.47
WooCommerce Square: by WooCommerce – 2.3.4
WooCommerce: by Automattic – 5.0.0
### Inactive Plugins (4) ###
Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.7.5
Bluehost: by Bluehost – 2.5.4
Font Awesome: by Font Awesome – 4.0.0-rc21
Orbit Fox Companion: by Themeisle – 2.10.3
### Dropin Plugins (1) ###
advanced-cache.php: advanced-cache.php
### Must Use Plugins (2) ###
Endurance Page Cache: by Mike Hansen – 2.0.6
SSO: by Garth Mortensen
Mike Hansen – 0.3
### Settings ###
API Enabled: –
Force SSL: –
Currency: GBP (£)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)
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: –
### WC Pages ###
Shop base: #182 - /shop/
Basket: #84 - /basket/
Checkout: #85 - /checkout/
My account: ❌ Page ID is set
but the page does not exist
Terms and conditions: ❌ Page not set
### Theme ###
Name: Storefront Child
Version: 1.0.0
Author URL:
Child Theme: ✔
Parent Theme Name: Storefront
Parent Theme Version: 3.5.0
Parent Theme Author URL: https://woocommerce.com/
WooCommerce Support: ✔
### Templates ###
Overrides: –
### Square ###
Environment: Production
Tokenization Enabled: –
Debug Mode: Save to Log
### Action Scheduler ###
Canceled: 1
Oldest: 2021-02-04 21:10:00 +0000
Newest: 2021-02-04 21:10:00 +0000
Complete: 6,314
Oldest: 2021-01-31 05:59:06 +0000
Newest: 2021-03-03 05:41:31 +0000
Pending: 4
Oldest: 2021-03-03 05:56:30 +0000
Newest: 2021-03-06 21:29:51 +0000
2.Square settings
https://ibb.co/3Nz2ZWM
3. I didn’t have the Square logs enabled at the time as it all appeared to be working fine. I have turned them on now but have since been able to process a test card payment so don’t have a record of the failed transactions.
I do have the mailchimp logs of the failed transactions if they could help.
Hi there!
Thank you for the System Status Report and the screenshot. Nothing stands out from those though.
I’d recommend waiting for the behavior to re-occur and then share the logs with us (with personal info redacted).
Along with that, I’d also recommend checking if disabling Cloudflare caching makes a difference.
Howdy!
We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new thread.
Cheers!
