Support » Plugin: WooCommerce Stripe Payment Gateway » “Could not find payment information. Please try with another payment method”

  • Resolved johnny_n

    (@johnny_n)


    Greetings – a client had an issue paying on my site. The message he received when payment failed is “Could not find payment information. Please try with another payment method.” This order failed multiple times in the same way. The card was not declined, he just received this unhelpful message.

    Examining the log on the failed transactions, the expiration year is not what he is entering – the year he is entering is 2018, not 2015. He has made successful payments for years on my site, last month most recently.

    Reverting to 3.2.3 fixes this issue (as you can see – the first failure is the last one that failed with 4.0.1, following that is a successful one after I reverted and he tried again.)

    Please don’t release poorly developed/poorly tested plugins – you’re just wasting our time and our clients time and I’m sure costing a lot of people money. Not appreciated.

    01-13-2018 @ 16:55:29 - ====Start Log====
    Info: Begin processing payment for order 1560 for the amount of 157.50
    ====End Log====
    
    01-13-2018 @ 16:55:29 - ====Start Log====
    charges request: Array
    (
        [currency] => usd
        [amount] => 15750
        [description] => REDACTED
        [capture] => true
        [expand[]] => balance_transaction
        [metadata] => Array
            (
                [customer_name] => REDACTED
                [customer_email] => REDACTED
                [order_id] => 1560
            )
    
        [customer] => Array
            (
                [customer_id] => REDACTED
                [active_card] => REDACTED
                [exp_year] => 2015
                [exp_month] => 7
            )
    
        [source] => REDACTED
    )
    
    ====End Log====
    
    01-13-2018 @ 16:55:29 - ====Start Log====
    Error: Could not find payment information. Please try with another payment method.
    ====End Log====
    
    01-13-2018 @ 17:11:58 - Info: Begin processing payment for order 1560 for the amount of 157.50
    01-13-2018 @ 17:11:58 - charges request: Array
    (
        [currency] => usd
        [amount] => 15750
        [description] => REDACTED
        [capture] => true
        [expand[]] => balance_transaction
        [metadata] => Array
            (
                [Customer Name] => REDACTED
                [Customer Email] => REDACTED
            )
    
        [source] => REDACTED
    )
    
    01-13-2018 @ 17:12:01 - Processing response: stdClass Object
    (
        [id] => REDACTED
        [object] => charge
        [amount] => 15750
        [amount_refunded] => 0
        [application] => 
        [application_fee] => 
        [balance_transaction] => stdClass Object
            (
                [id] => REDACTED
                [object] => balance_transaction
                [amount] => 15750
                [available_on] => 1516233600
                [created] => 1515885119
                [currency] => usd
                [description] => REDACTED
                [exchange_rate] => 
                [fee] => 487
                [fee_details] => Array
                    (
                        [0] => stdClass Object
                            (
                                [amount] => 487
                                [application] => 
                                [currency] => usd
                                [description] => Stripe processing fees
                                [type] => stripe_fee
                            )
    
                    )
    
                [net] => 15263
                [source] => REDACTED
                [sourced_transfers] => stdClass Object
                    (
                        [object] => list
                        [data] => Array
                            (
                            )
    
                        [has_more] => 
                        [total_count] => 0
                        [url] => REDACTED
                    )
    
                [status] => pending
                [type] => charge
            )
    
        [captured] => 1
        [created] => 1515885119
        [currency] => usd
        [customer] => 
        [description] => REDACTED
        [destination] => 
        [dispute] => 
        [failure_code] => 
        [failure_message] => 
        [fraud_details] => stdClass Object
            (
            )
    
        [invoice] => 
        [livemode] => 1
        [metadata] => stdClass Object
            (
                [Customer Name] => REDACTED
                [Customer Email] => REDACTED
            )
    
        [on_behalf_of] => 
        [order] => 
        [outcome] => stdClass Object
            (
                [network_status] => approved_by_network
                [reason] => 
                [risk_level] => normal
                [seller_message] => Payment complete.
                [type] => authorized
            )
    
        [paid] => 1
        [receipt_email] => 
        [receipt_number] => 
        [refunded] => 
        [refunds] => stdClass Object
            (
                [object] => list
                [data] => Array
                    (
                    )
    
                [has_more] => 
                [total_count] => 0
                [url] => REDACTED
            )
    
        [review] => 
        [shipping] => 
        [source] => stdClass Object
            (
                [id] => REDACTED
                [object] => card
                [address_city] => REDACTED
                [address_country] => REDACTED
                [address_line1] => REDACTED
                [address_line1_check] => pass
                [address_line2] => 
                [address_state] => REDACTED
                [address_zip] => REDACTED
                [address_zip_check] => pass
                [brand] => MasterCard
                [country] => US
                [customer] => 
                [cvc_check] => fail
                [dynamic_last4] => 
                [exp_month] => 7
                [exp_year] => 2018
                [fingerprint] => REDACTED
                [funding] => credit
                [last4] => REDACTED
                [metadata] => stdClass Object
                    (
                    )
    
                [name] => REDACTED
                [tokenization_method] => 
            )
    
        [source_transfer] => 
        [statement_descriptor] => 
        [status] => succeeded
        [transfer_group] => 
    )
    
    01-13-2018 @ 17:12:01 - Success: Stripe charge complete (Charge ID: REDACTED)
Viewing 4 replies - 1 through 4 (of 4 total)
  • Update your woocommerce stripe gateway and you will be fine.

    Thread Starter johnny_n

    (@johnny_n)

    Thank you for the reply, but I have no idea what your comment means.

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hi @johnny_n

    Looks like we missed this one, did you get it resolved?

    I am very confused why the year would change like that – in Stripe 4, we use Stripe Elements for the checkout fields, so this isn’t “us” but rather Stripe, or your theme which is changing this part.

    Is this a regular credit card payment, or bitcoin? Was this via the Stripe Checkout (the modal pop up box), or regular checkout form, do you have 3D Secure active?

    [source] => REDACTED

    For that failed one, can you go to https://dashboard.stripe.com/logs/ then search for that string? If it is a charge ch_ You can go straight to the log via URL, like https://dashboard.stripe.com/logs/ch_bl1hb0AjAKSLA whatever string you’ve redacted, put that after /logs/

    Let me know how you get on!

    Thanks,

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Thanks,

Viewing 4 replies - 1 through 4 (of 4 total)
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