Title: Checkout not completing
Last modified: September 8, 2021

---

# Checkout not completing

 *  Resolved [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/)
 * Hello,
 * Having issue with checkout. After customer’s put their address in, enters their
   payment details then clicks Place Order, the page bounces back to the top.
 * The order is not received nor is the customer added to our database, it just 
   hangs for a few seconds before bouncing back to the top of the checkout page.
 * We’re running the latest version of Word Press with WooCommerce version 5.6.0
   and using WooCommerce Stripe Gateway version 5.4.1.
 * Have tried turning on and off different payment methods but still the same, on
   clicking placing order, it bounces back to the top with no error or other messages
   shown.
 * Could someone please advise? Many thanks.

Viewing 14 replies - 1 through 14 (of 14 total)

 *  Plugin Support [Joash (a11n)](https://wordpress.org/support/users/joashrajin/)
 * (@joashrajin)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14850549)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/) 👋
 * I’m happy to look into this!
 * Could you please share a copy of your site’s System Status? 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.
 * I can then check that to see if I notice anything odd.
 * In the meantime, it would also be helpful if you could test for Plugin or Theme
   conflicts using the steps shown here: [https://docs.woocommerce.com/document/how-to-test-for-conflicts/](https://docs.woocommerce.com/document/how-to-test-for-conflicts/)
 * Thanks!
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14850682)
 * Hello [@joashrajin](https://wordpress.org/support/users/joashrajin/)
 * Please see report below.We are using the latest version of Divi builder.
 * I do have a screen shot of when it bounces back to the top of the page where 
   there is a empty banner box, which when use the inspect feature, shows WooCommerce
   Error. How Can I share this with you? Thanks.
 * ### WordPress Environment ###
 * WordPress address (URL): [https://bdmarcscan.co.uk](https://bdmarcscan.co.uk)
   
   Site address (URL): [https://bdmarcscan.co.uk](https://bdmarcscan.co.uk) WC Version:
   5.6.0 REST API Version: ✔ 5.6.0 WC Blocks Version: ✔ 5.5.1 Action Scheduler Version:
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   Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: en_GB
   External object cache: –
 * ### Server Environment ###
 * Server Info: Apache
    PHP Version: 7.3.29 PHP Post Max Size: 128 MB PHP Time Limit:
   300 PHP Max Input Vars: 2500 cURL Version: 7.65.0 OpenSSL/1.0.2k-fips
 * SUHOSIN Installed: –
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   194 revision: 1472 shop_coupon: 1 shop_order: 48 soliloquy: 1 wccaf: 1 wpcf7_contact_form:
   5
 * ### Security ###
 * Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔
 * ### Active Plugins (35) ###
 * Date and Time Picker by Input WP: by Input WP – 2.1
    Attachment Pages Redirect:
   by Samuel Aguilera – 1.1.2 Black Studio TinyMCE Widget: by Black Studio – 2.6.9
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   Radio Buttons for WooCommerce: by WPClever – 2.4.7 WPS Hide Login: by WPServeur
   NicolasKulka wpformation – 1.8.6
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 * ### Must Use Plugins (1) ###
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   5 (rated-5)
 * Connected to WooCommerce.com: –
 * ### WC Pages ###
 * Shop base: #9 – /shop/
    Basket: #366 – /cart/ Checkout: #11 – /checkout/ My account:#
   12 – /my-account/ Terms and conditions: #36655 – /terms-and-conditions/
 * ### Theme ###
 * Name: BDM
    Version: 1.0.0 Author URL: [https://hostcat.co.uk/](https://hostcat.co.uk/)
   Child Theme: ✔ Parent Theme Name: Divi Parent Theme Version: 4.10.6 Parent Theme
   Author URL: [http://www.elegantthemes.com](http://www.elegantthemes.com) WooCommerce
   Support: ✔
 * ### Templates ###
 * Overrides: –
 * ### Action Scheduler ###
 * Complete: 1,499
    Oldest: 2021-08-17 09:17:46 +0100 Newest: 2021-09-08 08:57:39
   +0100
 * ### Status report information ###
 * Generated at: 2021-09-08 13:13:45 +01:00
    `
    -  This reply was modified 4 years, 8 months ago by [Sambra1985](https://wordpress.org/support/users/chrisbdm/).
 *  [MayKato](https://wordpress.org/support/users/maykato/)
 * (@maykato)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14850977)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/)
 * > I do have a screen shot of when it bounces back to the top of the page where
   > there is a empty banner box, which when use the inspect feature, shows WooCommerce
   > Error. How Can I share this with you?
 * I recommend [https://snipboard.io](https://snipboard.io) for easily sharing screenshots–
   please follow the instructions on the page, then paste the URL in this chat. 
   It works with Chrome, Firefox, Safari, and Edge.
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14851438)
 * Hi [@maykato](https://wordpress.org/support/users/maykato/)
 * Thanks, the link is [https://snipboard.io/jtmM2f.jpg](https://snipboard.io/jtmM2f.jpg)
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14851905)
 * I’ve also risen the issue with Elegant Themes (who make Divi builder) and they
   think it could be the a issue with Stripe payment plugin (have tried other payment
   methods within Woosuch as PayPal and BACSs but the same issue occurs, the bouncing
   back to the top of the page with blank error banner).
 * This is a screen shot from them, might help; [https://snipboard.io/dNWFr8.jpg](https://snipboard.io/dNWFr8.jpg)
 *  [Mirko P.](https://wordpress.org/support/users/rainfallnixfig/)
 * (@rainfallnixfig)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14852215)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/),
 * Thanks for your screenshots.
 * I must say that 500 errors are a bit generic and are generally caused by PHP 
   Fatal Errors. You can search through [your server’s error logs](https://docs.woocommerce.com/document/finding-php-error-logs/)
   to find the exact error and script location; it is often caused by a customization
   or plugin which is referencing a deprecated class/function.
 * Just to check, have you already tried the full conflict testing suggested by 
   [@joashrajin](https://wordpress.org/support/users/joashrajin/) above? Here’s 
   more information:
 * [https://docs.woocommerce.com/document/woocommerce-self-service-guide/](https://docs.woocommerce.com/document/woocommerce-self-service-guide/)
 * Thanks.
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14853798)
 * Hi [@rainfallnixfig](https://wordpress.org/support/users/rainfallnixfig/)
 * I have some error logs listed (see the screen shot here; [https://snipboard.io/NHqhkv.jpg](https://snipboard.io/NHqhkv.jpg)).
 * Would you like to see a specific one? Thanks
 *  Plugin Support [abwaita a11n](https://wordpress.org/support/users/abwaita/)
 * (@abwaita)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14854723)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/),
 * Thanks for the screenshot, seems quite a lot is going on.
 * So that we can start getting additional context, on the error logs screen, could
   you kindly share with us the full error logs for the following:
    * fatal error
   log dated 9th Sept. * Stripe log for 7th Sept.
 * If the error logs are long, you can share them via [https://pastebin.com/](https://pastebin.com/).
   Feel free to remove any sensitive info.
 * Thanks.
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14854866)
 * Here’s log for dated 9th. It’s a long one but its basically this repeated over
   and over again,
 *     ```
       2021-09-09T00:01:34+00:00 CRITICAL Uncaught Error: Call to undefined function et_builder_setting_is_on() in /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php:1467
       Stack trace:
       #0 /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php(770): ET_Builder_Element::setup_advanced_styles_manager()
       #1 /home/sites/4a/2/281ce83eea/public_html/wp-content/plugins/image-intense-v3/n10s-custom-modules.php(1101): ET_Builder_Element->__construct()
       #2 /home/sites/4a/2/281ce83eea/public_html/wp-content/plugins/image-intense-v3/divi-n10s-image.php(41): include('/home/sites/4a/...')
       #3 /home/sites/4a/2/281ce83eea/public_html/wp-includes/class-wp-hook.php(303): N10S_Custom_Modules(Object(WP))
       #4 /home/sites/4a/2/281ce83eea/public_html/wp-includes/class-wp-hook.php(327): WP_Hook->apply_filters(NULL, Array)
       #5 /home/sites/4a/2/281ce83eea/public_html/wp-includes/plugin.php(518): WP_Hook->do_action(Array)
       #6 /home/sites/4a/2/281ce83eea/public_html/wp-includ in /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php on line 1467
       ```
   
    -  This reply was modified 4 years, 8 months ago by [Sambra1985](https://wordpress.org/support/users/chrisbdm/).
 *  [Mirko P.](https://wordpress.org/support/users/rainfallnixfig/)
 * (@rainfallnixfig)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14856837)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/),
 * Thanks for sharing that error log.
 * Please change the theme to Storefront and deactivate the plugin **Divi Image 
   Intense**. See if the warning is displayed after placing an order.
 * If it’s not showing, reactivate your theme first and check again. If still okay,
   go on activating Divi Image Intense plugin and check again for the warning error
   on checkout. If the warning appears you will know that plugin is causing trouble–
   therefore reach out to the plugin author for further assistance.
 * Ideally, it’s recommended running a full conflict test deactivating **all plugins**(
   except WooCommerce) and switching the theme.
 * You can read more about plugin and theme conflicts in the documentation here:
   [https://docs.woocommerce.com/document/woocommerce-self-service-guide/](https://docs.woocommerce.com/document/woocommerce-self-service-guide/)
 * Thanks.
 *  Thread Starter [Sambra1985](https://wordpress.org/support/users/chrisbdm/)
 * (@chrisbdm)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14857624)
 * Hello [@rainfallnixfig](https://wordpress.org/support/users/rainfallnixfig/)
 * Yes, turning off Divi Image Intense has resolved the checkout issue without changing
   the store front theme.
 * Thanks for your help.
 * I’ll do some more testing and see how things go.
 *  [MayKato](https://wordpress.org/support/users/maykato/)
 * (@maykato)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14859018)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/)
 * Sounds good! Please let us know how it goes.
 *  [MayKato](https://wordpress.org/support/users/maykato/)
 * (@maykato)
 * [4 years, 7 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-14883238)
 * Hi [@chrisbdm](https://wordpress.org/support/users/chrisbdm/)
 * We’ve not heard back from you in a while, so I’m marking this thread as resolved.
   If you have further questions, please feel free to open a new topic.
 *  [crestanads](https://wordpress.org/support/users/crestanads/)
 * (@crestanads)
 * [4 years, 5 months ago](https://wordpress.org/support/topic/checkout-not-completing/#post-15107847)
 * I had the same issue and it was Divi Image Intense causing the error!

Viewing 14 replies - 1 through 14 (of 14 total)

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